Tickled pink with JetBlue

Thu, 10 Aug 2006 18:13:47 -0700

There is just something about JetBlue that is different than the other airlines out there. Or maybe there are many things about JetBlue.

From booking on their website to picking up your bags after a long trip, as a customer, you feel appreciated. The check-in process is amazing. Their little 'do it yourself' kiosks are fun to use. They use friendly language like, "Don't worry! You're almost done!"

There are never long line ups...and if the line starts getting long, they actually put more people on the counters to serve you. They are quick and friendly and accomodate anything they can for you.

As you get onto the plane, there is a basket of headphones that says, "Believe us, yours are better" That always makes me smile. Even their little televisions on the backs of the headrests are fun: "You look good in leather" it flirts.

What I really really love about JetBlue is their lack of hierarchy. There is no First class, business class, or economy class. Just class. ;) Lots of legroom for everyone.

What else? It's in the details, truly. Always friendly. Customer empowering. Light and flirty messaging. Comfortable flying. Choice. Those amazing blue chips they serve. Televisions with trashily fun programming (vh1 lists are the best). Baby bottled waters (love those). Great prices.

Man. I wish they flew everywhere.

ING Does the right thing

Sun, 20 Aug 2006 16:03:37 -0700

ING's mortgages are hassle-free--they approve you right on the phone, and they guarantee your closing costs.

I refinanced my condo last year just before going overseas. When I left, everything was set to close within the month.

Because ING couldn't get their act together in closing, there was a two-month delay in closing. This meant the interest rate on my loan jumped 0.5%. So when I got back from overseas, I called, explained the situation, and asked them to restore the loan to its original interest rate. 30 minutes later, I got a call back, and they agreed to lower my loan's rate to the originally quoted rate.

There was no negotiation, and no requirement for me to escalate to a manager's manager's manager to get approval. The whole experience probably took five minutes of my time, and it really underscored the essence of providing a good customer experience--people are willing to tolerate mistakes, if the mistake is rectified in a satisfactory manner. In this case, ING made me happy that I was a customer of a bank that was willing to do the right thing. Even though it might cost them in the short term, as a long-term strategy, this was the right thing to do. After all, how often do you hear people raving about their bank?

Sutori - Stories Tagged With 'awesome'

Tickled pink with JetBlue

ING Does the right thing