Time-strapped, tech-savvy customers are more impatient than ever before. If they can’t find what they want on a particular website, they’ll quickly click away to a competitor’s site. Faced with this reality, JetBlue set out to improve its customers’ online experience. According to Michael Stormer, JetBlue’s vice president of customer connections, the airline wanted to improve its customer relationships in the process.
The airline’s journey began by asking customers what they want from its website. The consensus: a user-friendly site that allows customers to find information and deals, as well as manage their travel plans without effort.
After almost two years of work, JetBlue launched the redesigned website in February, streamlining the booking process and providing newly organized content, including the ability to connect with friends and family through the website. The airline is now targeting its customers with more relevant information, based on their geographical location, travel history, and preferences.
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