Creating A Customer Experience

Lecture Description

Neeleman shares an experience he received by asking for feedback about of the airlines business from a class of business students. He emphasizes the importance of a customer's experience.

Course Index

1. JetBlue: Life as a CEO
2. Ticketless Travel
3. High-tech, High-touch
4. History of Travel Industry
5. Neeleman on Southwest
6. Seeing Failure as Opportunity
7. Building a Company: Building a Legacy
8. Take Care of Your Employees
9. Creating A Customer Experience
10. JetBlue: Defining Organizational Structure and Culture
11. JetBlue: Employee Incentives and Rewards
12. Training Employees: Defining Organizational Culture
13. Training and Accountability
14. Listening to Employees
15. Establishing Organizational Values
16. Examples of Great Companies: Role Models
17. Customer Feedback
18. Competition and Pricing
19. Execution of Strategy is Key
20. How Does IT Differentiate JetBlue?
21. Defining the JetBlue Experience
22. Does Your Company Matter?
23. JetBlue: Establishing Organizational Structure and Culture