JetBlue airway is one of the companies that are making use, and benefiting from the use of web 2.0 applications. There was a time this company set a 21-hour blogging when they were opening their new terminal 5 at JFK airport. Their main theme was to keep continuous posts to inform the world about the happenings in the new terminal. This blog was to target both the customers and the employees from all over, to keep them updated. That blog exists up to date as a way of connecting both the internal and the external customers, and at the same time to show this company has adopted the new technology (O`Reilly). By use of web 2.
0, David Neelman, the CEO of JetBlue was able to come up with a personal blog for the advantage of the JetBlue airways. After taking a flight in JetBlue, David collected data from the customers that he used to post in this blog. Through this, JetBlue was able to interact with its customers directly, and was a very successful exercise that attracted many customers to this airline and acted as a lesson to other companies. Consumer participation, social engagement, and motivation are crucial aspects in JetBlue. Through Flickr, JetBlue shares its events such as thanksgiving parties online to keep their customers engaged in their every move. The web 2.0 has helped JetBlue to share its experiences with customers, to make them participate through comments and feel as part of the company.
This is a great way of motivating the customers to maintain the company loyalty (O`Reilly). Through online sharing, the customers and the employees of the company feel honored and appreciated. Through the exclusive eBay stores, JetBlue has interacted with its treasured customers through the most comfortable way without interrupting their activities. JetBlue believes in making the best use of technology to reach new customers and to retain the old ones through participation and socializing with them. Through the applications of web 2.0, JetBlue has managed to maintain the customers’ loyalty even during the tough times.
When customers realize the company is concerned about the services they receive, their level of motivation and loyalty to that company increases. The customers determine the continuity of any business. The company cannot grow if it does not retain new customers as well as attracting more. Through their quality services, JetBlue manages to attract more and more customers as well as retaining the old ones (Doctorow 89). Through different web 2.0 applications, customers have the freedom to make both positive and negative comments concerning the company services.
The company also tries to market itself through these applications to attract more customers. JetBlue as well, conducts some events and parties to increase its fame through advertising its services. Through these events, parties, advertisements on various media channels, and by use of web 2.0, JetBlue gathers many people to be part of their customers. The consumer participation in any company brings some assurance to the company of customer retention. When customers participate and become involved in the happenings of the JetBlue services, the company gets a chance to know where to improve their services according to the desires of the customers (Howe).
JetBlue does outsourcing crowd through creation of open blogs for customers and other people to specify their likes, and for the company to get the desired people to work with. Through this, JetBlue manages to perfect its services to serve customers satisfactorily. When the company serves customers satisfactorily, a chance of attracting more customers is created, and the company becomes assured of growth. When the customers grow the revenue of the company also grows making the company to benefit financially. The stronger the customers base of the company the better for the company. If the company can serve customers without them returning to the business, that is a sign of business downfall.
JetBlue airway is a successful company, whereby in some areas in United States, it has the greatest number of flights, and the largest load capacity. The charges of this airway are higher compared to other airlines, although it still attracts more customers due to its quality services. To maintain its quality services, JetBlue ensures a regular turnover of its planes (Doctorow 87). The company has a policy of purchasing several new planes at the same time as a way of replacing the existing ones. The company believes in efficiency and comfort of new planes that are below fifteen years on air. To maintain its policy, the company out of its high profits keeps on purchasing new planes for their customers. The company has benefitted from this policy through the effectiveness of the flights due to increased productivity.
On the other hand, purchasing of these planes at the same time, leads to a period when all of them will deserve repair and maintenance of the engine at the same time of the year. This becomes like a weakness as it causes some flight inconveniences. It is also expensive and time consuming for the company to do the maintenance of several planes at the same time.
It would be advisable if the company can purchase the planes one at a time, to create some intervals for maintenance. Through this, the company would be in a position to serve its customers effectively throughout the year.
Doctorow, Cory. The Branding of Billy Bailey. San Francisco: Running Press, 2003. Howe, Jeff. The Rise of Crowdsourcing.
O`Reilly, Tim. What is Web 2.0. New York: O`Reilly Media, 2005. Web. 7.May.2011.