March 21, 2004

JetBlue founder & CEO takes time to serve customers - in flight

Inc magazine has a nice story of how a company's CEO takes time each month to serve customer and motivate his team.

Full Story: | Street Smarts: Learning From JetBlue:

"by keeping in touch, he gets a real-time sense of the market. He knows first hand what's going on out there, and he'll see trends before his competitors. That's one of the biggest advantages of having direct contact with customers. Markets change. Technologies change. Customer wants and needs change. If you have your finger on the pulse of the market, you're a step ahead of the competition. If you don't, you run the risk of getting blind-sided.
In addition, he's shaping the company culture. Employees see him working the crowd, going out of his way to help a customer, and they do the same. They hear him talking about the plans to introduce new services, and they spread the word. Above all, they know that Neeleman isn't sitting behind a desk somewhere counting his stock options. He's putting in overtime, and he's doing it with them. They can rest assured that he understands what's happening on the frontlines because he's been there. He's on their team."

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