This is super interesting.
I stumbled upon this while browsing through Twitter Search and looking at the tweets sent out about big brands like Jet Blue.
Much to my amazement, when I searched “jet blue”, I couldn’t find a single negative tweet about the company. Nobody was aggravated by their customer service, no lost luggage complaints, no complaints about being price gouged by the airline.
This led me to investigate one of Jet Blue’s competitors — “american airlines.” I compared the tweets about AA versus Jet Blue.
Here is the “key” to interpreting the results:
Here is what was being tweeted about Jet Blue
I have often used Jet Blue as a shining example of the use of Twitter — and this adds to the proof that proactive management of social media channels like Twitter pays off.
Now, let’s have a look at what is being said about American Airlines.
You can draw your own conclusions… my feeling is that Jet Blue has done a much better job of cultivating relationships with people on social media channels.
What are your thoughts? Please leave a comment.
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{ 4 comments… read them below or add one }
Active monitoring of social media for opportunities to help and engaging with customers there certainly helps – but it’s all for nothing if the actual product doesn’t support. I tend to believe JetBlue gets the positive mentions it does because of our front-line crewmembers are out there everyday showing our customers how much we care.
Thanks for the post.
Wow.
That first comment is fascinating and shows the power of the internet and twitter in particular.
This is why large companies have dedicated teams set up to monitor what people are saying about them.
@Fred Miller — Absolutely. It is critical to be monitoring the sentiment of the statements made about your name, brands, products and services, etc no matter the size of your business.
@Morgan — No question. The product has to back up the marketing, but your quick (and humble) response to this blog post is case in point.