Imagination, empathy, and fresh perception
Customer surveys are everywhere, and they are getting mighty tedious, aren’t they? They’re also getting more formulaic.
These days I brace for the question I know is coming:
How likely is it that you’d recommend us to a friend or colleague?
Can you spell NPS?
I admire Jet Blue the brand, and I like the airline. Jet Blue has done a terrific job at creating a distinctive brand and generating customer loyalty. Many adore Jet Blue. One savvy business traveler I know flies nothing else, if he can help it. But I’m not sure I love Jet Blue as much as I’m supposed to–or quite as much as they love themselves.
