Listening to your customers, learning from JetBlue

Grok Headline matches for Listening to your customers, learning from JetBlue

"Instinctually I am listening for the
sound of her breathing or to the sound
of her swallowing, and if those noises
sound okay then I’m listening to the
sounds of the house to make sure
monsters don’t come out of the walls to
hurt her"

"Instinctually I am listening for the
sound of her breathing or to the sound
of her swallowing, and if those noises
sound okay then I’m listening to the
sounds of the house to make sure
monsters don’t come out of the walls to
hurt her" 08/27/2004 03:50 PM

Enterprise Learning Associates
Celebrates One Year of Improving
Corporate Learning

Enterprise Learning Associates
Celebrates One Year of Improving
Corporate Learning 07/01/2004 02:08 AM
Enterprise Learning Associates, a San Francisco based consulting firm, announces one year of successfully improving corporate learning. During the companies first year, Enterprise Learning Associates (ELA) assisted clients to develop, implement, deploy, and measure learning strategies. ELA's clients represent a broad range of industries including: energy, financial services, manufacturing, professional services and software. [PRWEB Jul 1, 2004]

QuickMind Introduces “Rapid e-Learning”
to Brazilian Market - Dramatic New
Innovation Presented at e-Learning
Conference

QuickMind Introduces “Rapid e-Learning”
to Brazilian Market - Dramatic New
Innovation Presented at e-Learning
Conference 06/22/2005 02:46 AM
QuickMind Knowledge Management, a Brazilian partner of IntraLearn Latin America Ltda (ILLA), introduced its industry-leading “Rapid e-Learning” program last week at the e-Learning Brazil Conference, the main eLearning conference of the HR industry in Brazil. [PRWEB Jun 21, 2005]

Sentient Learning Launches Learning
Object Repository - With a Difference

Sentient Learning Launches Learning
Object Repository - With a Difference 12/24/2004 12:19 PM
Sentient Learning has announced the launch of a new learning object repository, Sentient LearnBase, which was showcased for the first time to hundreds of academics and information professionals at the Online Information event December 2004. [PRWEB Dec 23, 2004]

Green for JetBlue

Green for JetBlue 01/18/2004 12:27 AM

Had my first JetBlue experience flying from JFK to BVT yesterday evening, aboard a packed A320 that was late departing because they waited for passengers. Scheduled departure was 10:30, but the plane left at 11:05. We sat at the gate for half an hour watching TV and listening to the crew crack jokes. It didn't suck.

JetBlue from Boston

JetBlue from Boston 01/22/2004 02:13 AM

JetBlue recently started flying from Boston.  At $69 each way to Florida it is tough to resist so last week I hopped on a plane to Tampa.  The people who run this airline are geniuses.  In Boston they fly from the brand-new international terminal (E).  All of the flights to Europe leave in the evening.  The JetBlue flights leave in the middle of the day.  Thus there are no security lines and all of the shops, including a Borders bookstore, are empty.

The in-flight experience is comparable to the best Coach flight on a big airline.  You are moderately cramped on a new Airbus.  The 25 channels of DirectTV are depressing.  There is nothing interesting on, unless you want to keep up with the latest news in the Laci Peterson case.  There are no movie channels.  There are no music channels unless you count VH1.  Bring an MP3 player and noise-cancelling headphones.

Overall verdict on JetBlue:  brutally tough competition for the unionized airlines.

How about Florida?  Is it true that, as my neighbor says, "You have to regard every day spent in Florida as having been subtracted from your life"?

St. Pete is a lovely little town, close to a 50-mile bicycle rail-trail (Pinellas) at which you can rent a hybrid or recumbent bike.  Tampa has a good public aquarium and a fantastic steakhouse (Bern's).  The Gulf Coast beaches ought to be nice but last week they were plagued with red tide, which means that dead fish wash up on the beach and you get an irritation in your throat.  Not too nice if you've booked your wedding at the $300/night Don Cesar Hotel.  It was also fun to go to Orlando for a day of theme park action.  The locals tend to dislike Disney theme parks, except for kids.  Everyone's favorite seemed to be Universal's Islands of Adventure, which has several world-class rollercoasters (The Hulk and Dueling Dragons (Fire and Ice)).  A day at a theme park is very loud and it was nice to spend the next day at some beautiful gardens in Orlando and Lake Wales, then visit the world's largest concentration of Frank Lloyd Wright buildings at Florida Southern College (http://www.flsouthe rn.edu/fllwctr/index.htm).

While down in Florida I reflected on the fact that good weather is much more important when you don't have a job.  If you're going to sit in an office all day anyway, what difference does it make that it is cold or grey outside?  But if you're retired any day that the weather is bad is stealing a day out of your life that could have been enjoyed outside on a bike, in a garden, in a small aircraft, etc.  When I pointed this out to a Floridian he said "Yes, that's why God put all the Third World countries near the equator in warm climates so that people don't mind not having a job."

JetBlue Is Still Exciting

JetBlue Is Still Exciting 04/22/2004 02:54 PM
The upstart airline is growing like a weed and maintaining low costs.

Why JetBlue Is a Recommendation

Why JetBlue Is a Recommendation 07/22/2004 04:46 PM
JetBlue reports lower net income but maintains high margins.

Leadership Lessons from JetBlue

Leadership Lessons from JetBlue 04/09/2004 03:54 PM

Norm Brodsky wrote a wonderful article today:

Street Smarts: Learning From JetBlue

One day flying JetBlue, I found myself being served by David Neeleman, the airline's founder. When was the last time you met your customers and asked how you could better serve them?

Truly a fantastic lesson on how to stay in touch with your customers... and not just the really big ones... all of them...

I've worked in environments before where the big guys (or gals) said they wanted to get in touch with the customers more often so they were going to do something like a) ride along with sales people randomly, or b) go cold-call on customers on their own, or c) go visit with the troops when they weren't ready, or d) spend some time on the production line, or e) the list goes on. But...

I've never worked somewhere where the big guys and gals actually followed through on their promises to do so... At JetBlue, it's nice to know the big guy follows through.

Web Exclusive: Calling JetBlue

Web Exclusive: Calling JetBlue 05/06/2004 05:59 AM
JetBlue's recipe for customer service success combines work-at-home moms, flexible schedules, employee education, individual initiative, and... Potbelly Bear.

Why JetBlue Is a Fast Company

Why JetBlue Is a Fast Company 05/03/2004 05:18 AM
This month's letter from the editor.

jetBlue squeals for the Feds

jetBlue squeals for the Feds 10/30/2003 11:49 PM

Customer Support That Works From JetBlue

Customer Support That Works From JetBlue 05/07/2004 04:51 AM
We've had so many stories about how awful customer or tech support centers are managed (with the goal of reducing call times, rather than solving customer problems) that I thought it's definitely about time that we had a story about a company that appears to understand how to do customer service right. JetBlue certainly has the reputation for being customer friendly - and my own experience with the airline supports that view (though, I still don't think they're quite as amazing as some people make them out to be). It's fairly well known that their customer support people get to work from home, but now Fast Company has a piece looking at how they manage to keep those work-from-home customer support people feeling like they're a part of the company while empowering them to actually (gasp!) be nice to customers while really solving any issues they might have. It's unfortunate these days that we actually have to single out one of the few company's that "gets it." This follows, by the way, an Inc. article (which appears to use identical templates as Fast Company) last month about how JetBlue's CEO frequently works as a flight attendant on JetBlue flights. He does this for a variety of reasons, including the chance to really speak to his customers, as well as to get to know (and inspire) the flight attendants who fly on his planes. Why can't more companies understand the value of their own customers?

Before-The-Bell: JetBlue, Intel Fall

Before-The-Bell: JetBlue, Intel Fall 12/05/2003 09:01 AM
Reuters Dec 5 2003 8:30AM ET

Army: JetBlue Data Use Was Legal

Army: JetBlue Data Use Was Legal 08/23/2004 04:42 AM
A report by the Army's inspector general concludes that a controversial data-mining project involving airline passenger records did not violate federal privacy law. Critics say the report misinterprets the law. By Ryan Singel.

JetBlue Redux: Northwest is guilty of
violating passenger privacy

JetBlue Redux: Northwest is guilty of
violating passenger privacy 01/18/2004 02:47 PM
Now it has been revealed that Northwest also handed over private data, possibly to the tune of 10 million passengers, despite their previous claims to the contrary.

Voipfone Package Builder Puts VoIP
Customers in Full Control of their
Telephone Service and Saves Customers
Money

Voipfone Package Builder Puts VoIP
Customers in Full Control of their
Telephone Service and Saves Customers
Money 06/05/2005 11:16 PM
Voipfone (http://www.voipfone.co.uk), the expanding London-based Internet Telephone provider of Voice over Internet (VoIP) services, today announces the launch of its Package Builder™ facility which allows customers to select the precise bundle of features they desire for their telephony usage.No more Plans. [PRWEB Jun 4, 2005]

Global Learning Systems and KeyStone
Learning Systems Consolidate Operations
in Frederick, MD

Global Learning Systems and KeyStone
Learning Systems Consolidate Operations
in Frederick, MD 07/01/2004 03:45 AM
Global Learning Systems and its sister company Keystone Learning Systems have announced the opening of their joint facility in Frederick, Maryland. GLS creates innovative technology-based custom learning solutions for the education, corporate and government e-Learning marketplaces. KLS has been a leading provider of information technology and IT certification training for more than 15 years. [PRWEB Jul 1, 2004]

Listening

Listening 12/06/2003 04:32 PM
I’ve written before about how listening is the most important skill a software developer can have.

One part of listening is the art of listening to feature requests.

Sometimes you get a feature request that describes a problem and proposes a solution that’s right on the mark: all you have to do is implement it. Sometimes you get a feature request that’s just about right, and with a little modification and back-and-forth you end up with the right thing.

And other times you get feature requests that describe a problem but propose a solution that’s not right. So the art here is listening to the problem. Sometimes it’s not always plain, you have to figure it out (often by asking questions of the person who made the request).

For example: think about how Exposé must have come about. Users made requests about ways to find a given window easily when you have a bunch of windows open. I imagine people suggested solutions like a system-wide window menu.

But what Apple did in this case was listen to the problem rather than specific solutions, and they came up with a solution that probably nobody had asked for—but that works wonderfully (and that, as a bonus, delights people who use it).

Not every feature request will be solved so dazzlingly. Most requests are for small problems with simple solutions. But it’s worth keeping Exposé in mind as an example of the art of listening.

Look At Me, I'm Not Listening To You

Look At Me, I'm Not Listening To You 05/31/2004 01:15 AM
Perhaps here's something the brand new iPod division in Apple can ponder on... invent a headphone / earphone that is aware when the user has it on the ears.
This is so that the iPod / iTunes / RealPlayer / Windows Media Player can automagically sense that the user has removed the headphone from the ears, and can proceed to pause the current tune / audiobook / broadcast for the user.

Know what you're listening to

Know what you're listening to 12/02/2003 01:23 AM
It's becoming increasingly difficult to know exactly what it is you're listening to on the radio now that DJs almost never announce the names of the songs they're playing (though, there are a few different services that can help, like Shazam, which sadly isn't out here yet, not to mention satellite radio, which usually includes track information). Anyway, if you want to be able to look at your radio and know exactly what it is that's playing, there's a new tabletop radio/CD player from Cambridge SoundWorks called the SoundWorks Radio CD 740 which uses Radio Data Service information to display the song title and artist of whatever it is your listening to on the radio. Almost certainly something that is going to start showing up in more and more radios. Read [Thanks, Kit]...

Oh, So You Are Not Listening?

Oh, So You Are Not Listening? 07/25/2004 01:02 AM
Jas on Snell describes a new feature of the iPod, where the music will automatically pause when you pull out your headphones from the iPod.
The world is now waiting for Apple to invent a new headphone which can detect whether you are listening to your tunes.
Imagine: you are grooving to your iPod, a phone ring, you pull out the headphone from your ears to attend to the phone, and the music automatically pauses. After the phonecall, you put back the headphone, and the music automatically re-start from where you left off. Cool, isn't it?

dog listening to podcasts

dog listening to podcasts 01/01/2005 07:09 AM

dog listening to podcasts

Originally uploaded by pt.

This is my favorite picture of the year...

Comment - TrackBack

What is the Sound of One Ear Listening?

What is the Sound of One Ear Listening? 12/02/2003 12:36 AM
Paul Gilster writes about the problem of audiences at events with Wi-Fi access: The not-so-silent clacking of keys provides a sensory backdrop much like a white-noise generator. You speak, and a constant barrage of tippity tap tap clack clickety clack echoes in the background. It's not symmetrical: at times, people listen and the typing stops. Other times, one lone typer hammers away--is he or she blogging what you're saying or playing Doom? The sounds rises and falls randomly in different parts of the room. Interestingly, he talks about the second level of communication being a basement meeting, but I think he hasn't seen an O'Reilly conference in action. At Emerging Technology in April, there were always several simultaneous channels: it was more like instant analysis and commentary of a live event. People would blog and post; using IM, including IRC channels; use SubEthaEdit (ne Hydra) for Mac OS X Rendezvous collaborative note taking; use some of the unique services for discussion or note posting. [via Smart Mobs]...

Listening to Antarctica

Listening to Antarctica 03/17/2005 03:19 AM
Listening to Antarctica is a daily web diary, including audio clips (RealMedia) of ambient sounds and conversations onboard the Aurora Australis, a research vessel currently on its way to the Australian Antarctic bases. Margot Foster's next port of call is Casey Base.

Easy listening

Easy listening 12/02/2003 01:19 AM
Today my music on the cd changer mirrors the gray skies but that's how I've always been. My moods often...

Listening to the chatter

Listening to the chatter 02/05/2005 09:31 PM
I'm sitting in building 33 waiting for the Bill Gates keynote to start, listening to the chatter. A guy behind me is asked whether he'll make the investment in VSTO 2005. He's on the fence. "I've been doing a lot of the stuff you see here for years in VB," he says. "And there's no upgrade from VSTO 2003 to VSTO 2005 -- you have to buy it all over again." Stilll, he appreciates the productivity gains as as you climb the VBA -> VSTO 2003 -> VSTO 2005 ladder. He'd like to convince his money people to write the check, but isn't sure they will. And then he makes this interesting point: "With the VB solution, if somebody changed one cell they'd break you," he says. "Now the tool insulates you from those changes." ...

Other News: AAC Listening Test

Other News: AAC Listening Test 03/06/2004 02:07 AM
Roberto Amorim has the results of a public listening test of several AAC 128Kbps encoding systems.

iTunes Vs The Listening Room

iTunes Vs The Listening Room 05/03/2004 12:28 PM
By Jon Iverson, Stereophile (via MyAppleMenu)

Review: Laptop Listening

Review: Laptop Listening 04/04/2005 07:05 PM
We put four USB-powered speaker systems—designed for your laptop—through their paces.

Dozens may be listening to your
phonecalls

Dozens may be listening to your
phonecalls 08/27/2004 02:07 PM

Your Body Is Trying to Tell You
Something. So Start Listening.

Your Body Is Trying to Tell You
Something. So Start Listening. 06/05/2005 10:45 PM
The Bodybugg is an attempt to create an activity monitor that people would be willing to wear during most of their waking hours.

Listening to David Byrne

Listening to David Byrne 04/06/2005 11:29 PM
His online radio station, that is. Awfully interesting and, while not all exactly to my taste, never disposable. It’s surprisingly unsurprising; that is to say, it sounds like about what you think the music David Byrne likes would sound like.

Opinion: We’re listening

Opinion: We’re listening 03/30/2005 05:42 PM
What makes a magazine what it is? It’s not the editors, writers, designers, and other content creators. It’s not the advertisers or the physical paper and ink that arrive in your mailbox or on your newsstand every month. It’s the readers.

Listening and Talking about Movable Type

Listening and Talking about Movable Type 05/18/2004 04:43 PM
Please continue to keep sending TrackBacks to this post. We appreciate our users taking the time to write up their...

iPod Revolutionizing Listening Habits

iPod Revolutionizing Listening Habits 04/09/2004 04:10 PM
Joseph P. Kahn writes for the Boston Globe, “Even more wondrous than its sophisticated technology, though, is how the iPods and their ilk are changing the way music is being experienced, or reexperienced, by all sorts of audiophiles in all sorts of settings, from health clubs and school cafeterias to malls and subway cars.” [Apr 5]

Building A Museum Listening Station?

Building A Museum Listening Station? 05/09/2004 07:52 PM
Slashdot May 10 2004 0:16AM GMT

Building A Museum Listening Station

Building A Museum Listening Station 05/09/2004 06:27 PM

Listening is important, but leading is
the main job

Listening is important, but leading is
the main job 01/11/2004 02:43 AM
Boston Globe Jan 11 2004 1:51AM ET
Grok Description matches for Listening to your customers, learning from JetBlue
GrokA matches for Listening to your customers, learning from JetBlue

Listening to your customers, learning from JetBlue

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