JetBlue Gets Everything Right

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Wow. JetBlue scores a perfect 10, both in terms of CRM and as an e-mail marketer.

It was a delightful surprise to receive an e-mail today from the airline containing a $15 voucher against future travel. It’s JetBlue’s way of apologizing for the in-flight TV system that was inoperative on a flight last week (not that I ever watch it, but still).

Just as impressive is the fact the message is the first I’ve seen that contains a “View in Handheld” link. Who’s more likely, after all, to read e-mail on their handheld devices than frequent air travelers? Better still, the link proved unnecessary. The message rendered perfectly, both on my Blackberry and on my laptop.

Congrats, JetBlue.

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