JetBlue case study .
1. The company had
a long time to simulate and evaluate all the possible scenarios of such event,
therefore, it could have put plans and prepare very well to respond to the crisis.
In
such communication emergency situation, the company could have if – Then scenario,
the company would have used all the available resources at that point of time
to maintain and keep the communication channels functioning (securing the
entire internal communication channel first of all to stay in control over any
potential situation such that that occurred).
For
example , the company could have used back-up system , which would have enabled
the company at least , to keep in touch with its customers regarding to the
reservations and the flights numbers , the flight time , arrival and departure
timing , delays , and all the related issues , by using such system , the
company could have retrieved all the data about the passengers from the
protected and backed data base .
It
also could have used advanced software technology, which maybe would have cost
more but at the time it would have allowed the company to quickly respond and
take actions, and resolve the urgent problem.
The
company also could have benefited from the smartphones that its employees have
at that time, using these phones which are well-equipped and have support
systems of communication tools the company could have communicated the
airplanes staff and therefore, keep in touch with them regarding to the
directions, the needed information, letting the passengers feel safe by feeling
that they are in contact with people on the ground.
2.
It could be yes
and it could be no, yes if the talk show goes in a way that the public want and
like, I mean if Neel man has a strong character, good speaker, quick response,
strong appearance, and if he is good in addressing the viewer’s then it could
be beneficial for the company to regain trust and giving the appropriate and
beneficial apology.
No,
if not because it could be worse.
3.
It would focus
on all the customers with some personality importance for each one; this means
let the customers feel that the company will certainly satisfy them whatever it
takes.
Using
letters, discounts, points on the customers’ cards, adding new free to air entertainment
channels on the planes, offering new movies, seasonal offers. And, involving
all the employees in a new orientation of the way is needed to let the
customers feel happy and satisfied by training the employees, giving them real
examples.
4.
First of all , I
would say to learn the lesson , then taking into considerations all the
customers ‘comments , using online services to get the customer involved at all
the services’ stages (ask the customer) . Also Make the Bill Rights of customer
appear on their website and so everyone knows what the company did. Using all
the new and improved marketing and advertising tools that also includes some
points which are mentioned in the Bill Rights list
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