The JetBlue customer experience, sliding

But all of that history, all of that "brand-building," means nothing in a world where the customer experience means everything. I mean today's customer experience. If those passengers could have torn up their virtual JetBlue frequent flyer cards to board a Virgin America flight right then to JFK, there would have been a long line at the Virgin America desk. The basics of the customer experience - on-time departure, on-time arrival - are so much more important than any marketing nonsense on a billboard or TV commercial.http://goodexperience.com/2008/07/the-jetblue-customer.php