37 Signals has posted some really good insight into the JetBlue debacle - including some of the items they handled supremely, and a few ideas they should have considered.
I love the fact that the JetBlue website features an embedded YouTube clip of David Neeleman, responding to the situation. I also love that he comes off like a regular business man. He says umm. He stutters a little bit. I can identify with him, and believe him.
In the end, so much comes down to having a genuine brand - and extending everything that your brand stands for, all the way down the line. JetBlue really seems to be trying. (Easy for me to say, sitting at a comfy desk, and not in a flying tube stuck on a runway.)
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