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  • 1. By: Joshua Klaiss
  • 2. What happened to create achange? JetBlue started off with just a Blog for its customers and employees to use. The Blog fell through after only a couple of months On February 14, 2007 the company had thousands of flight cancellations due to weather, this caused communications to go out. This stranded thousands of customers on Valentines Day
  • 3. What they did to fix the problem After the Valentines Day incident the CEO went to YouTube to apologize to fans JetBlue thought that a YouTube apology would be more sincere and effective than a press release or public announcement
  • 4. It worked When the video hit, customers responded positively to the video calling it genuine and authentic CEO Neeleman also announced the Customer’s Bill of Rights, which outlined the policies that the air line would go through if some catastrophe happened again
  • 5. The YouTube Apology
  • 6. Social Media With the YouTube apology it showed JetBlue that social media was a way to repair damages and interact with customers JetBlue now has twitter, and facebook accounts. They have 1.6 million followers on their Twitter which they use to answer questions and engage in full conversations with customers Their Facebook has close to 680,000 fans
  • 7. Sources Social Media Marketing: A Strategic Approach By: Barker, Borman, and Neher blue-coupon-code-20-off-flights-823-only/ social-media-really-overrated/