The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

by Jeff Toister

JetBlue’s individual leaders play a pivotal role in keeping crewmembers engaged with the Inspire Humanity vision. Laurie Meacham, who leads JetBlue’s Social Media, Customer Commitment, and Corporate Recovery Specialist teams, provides a great example. Her teams assist passengers via social media and email, and help resolve passenger complaints that require coordination across multiple departments. She emphasizes the JetBlue culture in nearly everything she does as a leader. Her teams primarily work remotely out of home offices, but Meacham keeps everyone connected through daily briefings. She also brings her teams together once a quarter for a face-to-face meeting, so people can stay connected on a more personal level while strengthening their commitment to the culture.”It’s really important to have regular touch points,” said Meacham. “If you don’t encourage touch points, you risk cultural drift.”