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Radically Personal Episode 1: JetBlue Service Brings Humanity Back To Air Travel

Frankie Littleford has, as she puts it, “jet fuel in her blood.” An airline industry veteran and co-founder of JetBlue Airways, Frankie was the force behind the airline’s customer service mission to “bring humanity back to air travel.” I’m thrilled to welcome Frankie as my first...


Blog Entry
A Tale of Radically Personal Service

Every day customer service heroes work hard to deliver radically personal service to customers —where customers feel known, valued, and experience service that feels effortless. This is the story of one such customer, Michael. And his customer service hero, Stephanie. … Meet Michael. ...


Blog Entry
JetBlue to Take Customer-Service Tech to the Skies

After Gladly software shaved time from customer-service calls, the airline plans to roll it out to in-flight crew [The excerpt below originally appeared on the Wall Street Journal ] JetBlue Airways Corp.’s partnership with startup Gladly Inc. has shaved time from its customer...