February 6, 2020

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

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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 guest on the Radically Personal podcast series from Gladly. Frankie is a roll-up-your-sleeves kind of leader with so much innovation in her story.  

Listen to Episode 1 and subscribe to Radically Personal here

During our conversation, Frankie explains how the “crazy” idea of establishing a 100% remote call center from day one changed everything for JetBlue, and why she would never dream of operating a call center any other way.

Frankie shares her bold vision to empower crew members to proactively address the individual needs of each customer creating a personal experience with immediate resolution. 

And she tells one of my favorite stories about a Radically Personal Customer Service moment – involving Harry Potter, fizzling rocks, and invisibility cloaks – and show how human connection and interaction creates happy and loyal customers for life. 

The first time I met Frankie, she was sitting at the head of a long conference table flanked by JetBlue’s most recent JD Power award for best customer support in the airline industry (just one of a dozen they have won). 

As we were just getting to know each other, we talked about our shared vision for a radically personal approach to customer service. Three years later, I asked her why JetBlue decided to choose Gladly, a brand new company at the time, to power their customer service operations. Frankie explained JetBlue’s long-standing commitment of staying ahead of the curve, and offering new and improved experiences for their customers. An innovative approach to customer service with Gladly was in line with their company’s values. It’s as simple as that. 

I couldn’t be more proud of what we’ve accomplished together with JetBlue over the last three years. I hope you enjoy my conversation with Frankie. If you like what you hear, please subscribe to the Radically Personal podcast, tell your friends, and leave us a review. 

Thanks for listening. 


I love sharing stories about great customer service. Follow me on LinkedIn and Twitter for more stories like this one.


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Customer service is at its best when it's a conversation. Start one today.

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