#mslconnect11 live blog: jetblue's Sebastian White

Rather than bother everybody's Twitter stream with updates, I thought it would be better to provide presentation thoughts here (and serves as good note-taking for me).

Sebastian White, JetBlue Airways: “How Culture Drives Business Performance”

JetBlue is now the largest airline in New York City.
Focus on service starts inside with a fanatacism toward culture: Safety, Caring, Integrity, Fun and Passion.
To combat declining JD Power scores, they created a "Culture is Service" to drive improved business results.
JetBlue asked front-facing employees what's getting in their way of providing magnificent customer service to employees.
In the summits, employees had to write an essay about why they should attend these working sessions to help provide effective business communication.
JetBlue uses NetPromoter to provide a score that impact employee communication.
All 14,000 employees at jetBlue have email access and the intranet is the hub of all internal communication activity. The intranet is available outside the corporate firewall and it's open to comments. With the relaunch, employees were told to stop sending email.
JetBlue's intranet site also features industry news from other airlines.
They use videos and podcasts, even as responses to crisis communication, so that employees can stay in the loop.
JetBlue's recommendation: "Throw in a contest and people will pay attention." They even name their jets with the "blue" name in them.
They encourage customers and employees to post pictures on JetBlue's Flickr page. These photos then get used internally.