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Story of JetBlue and Paul Brown

In this quaranti(m)e, here's an interesting story of how Jetblue leveled up their customer service.

Sure it has been talked about earlier, but here is a summary of the story.

Paul Brown ( a blogger) addressed a poem written(apparently on an iPhone notes app) to JetBlue’s Twitter account.

In the poem, he mentioned about how JetBlue may have given up on him by removing the “Never Gonna Give You Up” song by Rick Astley

Interestingly, JetBlue replied.

They leveled up by being super poetic themselves and sai that they're gonna make this right. This was in 2019.

However, JetBlue has not been doing this only until recently. It stretches far back to 2013.The bromance between the two (Paul & JetBlue) started in 2013 when Paul tweeted that he missed having his favourite Starbucks coffee on the small Boston terminal

Jetblue tweeted back that they are going to send him an alternate brand (Dunkin).However what followed is that not just did they send him a Starbucks coffee, but that too his favourite one.

Everyone's happy :)

Two important things that come out of the story :

  1. Great brands ride upon great customer service.
  2. They do it consistently, over and over - through years.

Playing around exceptional customer service could be your wild card to chasing profits for your indie-startup. Do explore.

Hope you enjoyed the story.

I publish stories of women making profitable businesses on my website womenhustlers.com. I've recently started a blog higlighting interesting stories of brands building grounds up.

Hope you enjoy it - Full story is at http://blog.womenhustlers.com/jetblue-awesome-customer-service/

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