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

by Jeff Toister

IN 2016, JETBLUE AIRWAYS WAS honored as the top-rated airline for the 12th consecutive year in global market research company J.D. Power’s North American Airline rankings. The airline also led all airlines on the American Customer Satisfaction Index (ACSI) for the fourth straight year. This puts JetBlue’s customer satisfaction ahead of even the iconic Southwest Airlines. Leading a competitive industry in customer service for 12 straight years is an astonishing feat. A company has to consistently do a lot right just to lead the pack for one year, let alone for multiple years in a row. JetBlue regularly does many things that delight its customers. For instance, the airline offers the most legroom in its economy class of any airline.22 Passengers can access free in-flight television and free internet on most aircraft. JetBlue is also known for its friendly, caring, and helpful employees, whose consistency in serving customers has helped cement its reputation as a customer service leader.