{"id":5376,"date":"2014-10-16T13:06:30","date_gmt":"2014-10-16T07:36:30","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/10\/16\/social-customer-service-review-jetblue-airways\/"},"modified":"2023-08-18T07:32:30","modified_gmt":"2023-08-18T07:32:30","slug":"social-customer-service-review-jetblue-airways","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-jetblue-airways\/","title":{"rendered":"Social Customer Service Review &#8211; JetBlue Airways"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5376\" class=\"elementor elementor-5376\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4961523e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4961523e\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3a4816eb\" data-id=\"3a4816eb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3dbc8e82 elementor-widget elementor-widget-text-editor\" data-id=\"3dbc8e82\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/jetblue-logo1.jpg\" alt=\"\" width=\"582\" height=\"474\" \/><br \/>JetBlue <a title=\"17%\" href=\"https:\/\/simplify360.com\/blog\/17-of-social-conversation-on-airlines-is-negative-simplify360-research\/\">Airways<\/a> is an American low cost airline.<br \/>The page has a good social media presence with\u00a0979.5K\u00a0likes on Facebook, <strong>1.86Million<\/strong>\u00a0followers on Twitter. They also have <strong>33K<\/strong> followers on Instagram and <strong>3.63 Million<\/strong> views on Youtube.<br \/>Lets get into details of how they are responding to customer queries and complaints on social media.<br \/><strong>Element 1 \u2013 Tone of Messaging<\/strong><br \/>They gave a very personal touch to their conversations. For example in the conversations below<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/EKat\">@EKat<\/a> And now YOU fancy. Feel free to send us a selfie with the mask on before you begin your snooze!<br \/>\u2014 JetBlue Airways (@JetBlue) <a href=\"https:\/\/twitter.com\/JetBlue\/status\/522633984707411968\">October 16, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/ryanstryin\">@ryanstryin<\/a> glad you like it! We actually had a contest for ideas on the tablet app&#8230; So stay tuned! \u2014 JetBlue Airways (@JetBlue) <a href=\"https:\/\/twitter.com\/JetBlue\/status\/522603527693422592\">October 16, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><br \/>Even to the complaints posted on their Facebook page, they make sure that the post is attended to.<\/p><div id=\"fb-root\">\u00a0<\/div><p><script>\/\/ <![CDATA[ (function(d, s, id) { var js, fjs = d.getElementsByTagName(s)[0]; if (d.getElementById(id)) return; js = d.createElement(s); js.id = id; js.src = \"\/\/connect.facebook.net\/en_US\/all.js#xfbml=1\"; fjs.parentNode.insertBefore(js, fjs); }(document, 'script', 'facebook-jssdk')); \/\/ ]]><\/script><\/p><div class=\"fb-post\" data-href=\"https:\/\/www.facebook.com\/JetBlue\/posts\/10152498632626843\" data-width=\"466\"><div class=\"fb-xfbml-parse-ignore\"><a href=\"https:\/\/www.facebook.com\/JetBlue\/posts\/10152498632626843\">Post<\/a> by <a href=\"https:\/\/www.facebook.com\/bryan.santucci.1\">Bryan Santucci<\/a>.<\/div><\/div><p><strong>Element 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong><br \/>Clearly they are not sending any canned response. Their responses are very contextual.<br \/>Lets look at the same complaint on Facebook.<\/p><div id=\"fb-root\">\u00a0<\/div><p><script>\/\/ <![CDATA[ (function(d, s, id) { var js, fjs = d.getElementsByTagName(s)[0]; if (d.getElementById(id)) return; js = d.createElement(s); js.id = id; js.src = \"\/\/connect.facebook.net\/en_US\/all.js#xfbml=1\"; fjs.parentNode.insertBefore(js, fjs); }(document, 'script', 'facebook-jssdk')); \/\/ ]]><\/script><\/p><div class=\"fb-post\" data-href=\"https:\/\/www.facebook.com\/JetBlue\/posts\/10152498632626843\" data-width=\"466\"><div class=\"fb-xfbml-parse-ignore\"><a href=\"https:\/\/www.facebook.com\/JetBlue\/posts\/10152498632626843\">Post<\/a> by <a href=\"https:\/\/www.facebook.com\/bryan.santucci.1\">Bryan Santucci<\/a>.<\/div><\/div><p><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/response-from-JetBlue.png\"><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/response-from-JetBlue.png\" alt=\"response\" width=\"465\" height=\"146\" \/><\/a><\/p><p>Clearly the response from the customer service agent is with the understanding of the situation. The agent even pointed out the earlier complaint by the customer.<br \/><strong>Element 3 \u2013 Turnaround Time<\/strong><br \/>On Facebook the average response time is within 1 hour of the post. On Twitter also the response time is within the next 30 minutes of the post.<br \/><strong>Element 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>Yes. The brand is sending very personalized responses. As mentioned earlier, it is with clear understanding of the context.<br \/><strong>Element 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>To begin with, there were less number of complaint on the brand. Among the complaints of the brand posted online, they make sure the case is closed.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/3-J.R.-Pruitt-I-have-flown-JetBlue-for-years.-I-have-a-flight....png\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/3-J.R.-Pruitt-I-have-flown-JetBlue-for-years.-I-have-a-flight....png\" alt=\"3\" width=\"361\" height=\"419\" \/><\/a><br \/><strong>Element 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>The brand received around 20 post from fans in a day on their Facebook page. On a average 55% of them were responded. The remaining 45% were not responded by the brand. Some genuine and important queries were left unattended. It is okay to ignore some of the generic posts, but genuine queries needs to be attended.<br \/><strong>Element 7 \u2013 Is brand sending duplicate replies?<\/strong><br \/>Considering an active social media response and follow up team. No duplicate replies were noticed.<br \/>In summary, the JetBlue used social media effectively. They responded to complaints and makes sure the case is closed. On the other hand, the percentage of response to the fan post on their channels could be increased.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>JetBlue Airways is an American low cost airline. The page has a good social media presence with\u00a0979.5K\u00a0likes on Facebook, 1.86Million\u00a0followers on Twitter. They also have 33K followers on Instagram and 3.63 Million views on Youtube. Lets get into details of how they are responding to customer queries and complaints on social media. Element 1 \u2013 &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-jetblue-airways\/\"> <span class=\"screen-reader-text\">Social Customer Service Review &#8211; JetBlue Airways<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5396,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[2606,2607,2608,2609],"class_list":["post-5376","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-airlines-industry-on-social-media","tag-airlines-social-media","tag-jet-blue","tag-jetblue"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Social Customer Service Review - JetBlue Airways - Simplify 360<\/title>\n<meta name=\"description\" content=\"Social customer service review of Jetblue airlines by Simplify360\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-jetblue-airways\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review - JetBlue Airways - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Social customer service review of Jetblue airlines by Simplify360\" \/>\n<meta property=\"og:url\" content=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-jetblue-airways\/\" \/>\n<meta property=\"og:site_name\" content=\"Simplify 360\" \/>\n<meta property=\"article:published_time\" content=\"2014-10-16T07:36:30+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-18T07:32:30+00:00\" \/>\n<meta name=\"author\" content=\"Simplify360\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/simplify360.com\/blog\/social-customer-service-review-jetblue-airways\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/simplify360.com\/blog\/social-customer-service-review-jetblue-airways\/\"},\"author\":{\"name\":\"Simplify360\",\"@id\":\"https:\/\/simplify360.com\/blog\/#\/schema\/person\/90bc4f8d55a2c63512c7e124a2007967\"},\"headline\":\"Social Customer Service Review &#8211; 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The page has a good social media presence with\u00a0979.5K\u00a0likes on Facebook, 1.86Million\u00a0followers on Twitter. They also have 33K followers on Instagram and 3.63 Million views on Youtube. Lets get into details of how they are responding to customer queries and complaints on social media. Element 1 \u2013&hellip;","_links":{"self":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts\/5376","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/comments?post=5376"}],"version-history":[{"count":0,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts\/5376\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/media?parent=5376"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/categories?post=5376"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/tags?post=5376"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}