It’s a familiar story: I had to change some airplane tickets to get to a funeral.
There’s a surprise twist: JetBlue did it with no hesitation, in 10 minutes — with no fees at all.
There’s a clear lesson: We all know what is the right thing to do, for our customers and our business. It’s usually pretty obvious. And usually what helps the customer is good for the company in the long run. Of course, I’ll be flying JetBlue as much as I can (as will my company).
And we all know how it ends: Companies that figure this out will kick the asses of those that don’t.