Jet Blue

DELIGHTING CUSTOMERS THROUGH HAPPY JETTING

1ºGive examples of needs,wants, and demands that Jet Blue customers demonstrate, differentiating these three concepts. What are the implications of eachfor JetBlue`s practices? Need: Lack of something wanted or deemed necessary. Want: To feel a need or a desire for. Demand: To call for or require as just, proper, or necessary.
NEEDS Get to the placeyou payed for. WANTS To be comfortable To have good service DEMANDS Food and beverages To be entertained somehow

Once we know the exact definition for each concept, we can talk about the way JetBlue has taken to face each one of these. The need stems on having to move from spot to spot to a custumer by airplane, so, as CEO David Barger mentions “The hard product-airplanes, leather seats,satellite TVs, bricks and mortar- as long as you have a checkbook, they can be replicated” that`s when other airline companies come out and starts the competition, so each of those will try to standout tobe choosen by the customers and David says “It`s the culture that can`t be replicated”. JetBlue has focused on paying attention to customers wants and demands, since those are the areas that are goingto actually make the difference and make JetBlue standout from other airline companies, The implications have been remarkable, JetBlues customers spread positive wordof-mouth and they just want to keepin touch with the brand even though they are not flying, JetBlue has 1.1 million followers on Twitter so it means the are doing good their job and going through the right way. Giving that extra pluson wants and demands i think have been the key to standout and be loved by customers and employees.

2º Describe in detail all the facets of Jet Blue`s product. What is being exchanged in Jet Bluetransaction? The fact of having suffered that awkward and expensive situation on 2007 got them into a huge transaction so they really got forced to change quickly and cleverly, taking risks and...