MAY 3, 2006

Customers Tell Their Story

Customer World points me (via John Winsor) to this post on Room 116:

Came across this over the weekend at Rockefeller Center. JetBlue setup this area with a booth that records people’s experiences and thoughts about JetBlue.  The theme is based on the new JWT/NY campaign that launched with a spot from the JetBlue CEO.  If you’ve seen it, you’ll recognize it by the funky animation. ..There was also a booth with postcards that visitors can send to their friends about Jetblue.   

Jet Blue based their booth on NPR’s StoryCorps, which has a booth in Grand Central Station and a mobile one that goes around the country collecting stories.

I love this idea.  I had this idea.  A couple months ago I tried to convince a client to do this very thing.  Oh well, great minds and all that.  The reason this is such a good idea is that it puts the customer in control, gives them a fun experience, and allows them to share who they are with the company.  The company is passive here, just listening - a reversal of traditional roles.  It also goes beyond that one day experience.  The tapes can be used for marketing and advertising - and since we’re paying more attention to peer reviews these days, that makes sense.