JetBlue just jumped to the head of the class! How do you make lemonade from lemons? JetBlue is leveraging a bad customer service moment — a real bad one — and using it to leverage a viral campaign to spread the message of their new Customter’s Bill of Right.
They are using YouTube.com to distribute a video directly to consumer, and gaging by the comments, I think its working. I certainly have a very positive impression of them overall, dispite their big fiasko highlighted in the news all last week. I suspect as far as branding, JetBlue just might come out on top on this one. Check out the video.