Empowering your organization to

follow up the right way

Danny CoxDirector, Customer Support and Insights

JetBlue

Danny CoxDirector, Customer Support and Insights

For more than 10 years, has served various leadership roles at JetBlue across finance, commericial, IT and now customer support. Currently has the pleasure of overseeing the world class teams of the Customer Commitment (including Customer Recovery and Social Media), TrueBlue, Customer Insights and Budgets in the Salt Lake Support Center of JetBlue.“This role allows me to daily engage with the most passionate and commitment group of customer advocates.  Whether you’re our most loyal Mosaic Customer or a Customer that was impacted by an unfortunate travel experience, we strive to make your interaction with us one that leaves you glad you choose the JetBlue experience”

©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

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©2015 QUALTRICS LLC.

Influence

can/could

should

Where do frontline employees operate?

Seven keys to empowering your employees to follow up the right way

1. Empower your employees to engage

2. Monitor and mine the macro

3. Mind and care for the micro

4. Treat everyone well by not treating them the

same

5. Live the mission at every level

6. Where possible, let guidelines and principles

guide

7. Let this be fun

Q&A

Thank You!