Chapter 12, Problem 7AYK

Explanation of Solution

YouTube:

Yes, YouTube usage is a smart approach, the YouTube is a powerful tool to reach out the people in short time. It will create any kind of strategy when the people want to communicate and educate the users or the customers for spreading a process improvement message.

Tips for JetBlue to gain back the customers trust:

• The CEO of the company or a famous person among the people to whom the customers will listen to and feel special to be addressed from should take lead and guide the customers with the warm welcome message.
• After that the person can shoot the video about explaining the processes which guide the customers to follow the process in avoiding the long wait lines.
• Interview the customers directly and ask those grievances and troubles then present the proposed solutions to the customers.
• Once the solution is ready then company can simply go ahead and share the video of how lives of those customers have changed after the implementation of the proposed solution.

Creating a strategy using YouTube:

The strategy that would be useful in communicating the message to the customers is given below:

• Helping the clients in choosing the goods and services...