Category: Peter Weill

Is there a hole in JetBlue’s digital strategy?

Posted by MIT Sloan Executive Education - 9 months and 9 days ago

Winter weather—and its associated travel woes—are nothing new to the Northeast or the Midwest. But the early storm (Hercules) of 2014 saw a nearly unprecedented level of cancellations and chaos days after the actual storm. Those most impacted were passengers of JetBlue. The airline blamed both the weather and new FAA rules that extended the hours of rest crews needed between flights. Not only has this incident exposed some core airline operations issues—not planning for the extension in required rest hours and not having the flexibility to move aircraft—but it has also exposed some holes in JetBlue’s digital customer service.

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How the digital marketplace is redefining customer relationships

Posted by MIT Sloan Executive Education - 10 months and 20 days ago

Many people today buy their household telecommunications services—house landlines, Internet access, and digital TV—in bundles. Yet go to the average telecommunications services provider’s website and you have to select which product you are inquiring about or need fixed. From an organization’s perspective, this makes complete sense. There’s a division for phone service, a division for Internet service, and a division for television. Specialists and technicians exist in each department to help you with whatever you need. But you get one bill each month, so why can’t the company recognize you as one customer with multiple products, instead of three separate customers?

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