I seem to recall reading that JetBlue is one of those companies whose customers have good things to say about them. The MIT Advertising Lab blog posted a photo of a JetBlue booth at Rockefeller Center in NYC, where people can record their experiences and thoughts about the company. Perhaps for use in TV commercials or podcasts? One would think that JetBlue is expecting to get more positive stories than negative. This is what all companies and organizations should strive for, right? Loyal, happy customers. So I gotta ask myself, what would our clients (advertisers for the most part) say about their experiences with our company? Are we even willing to ask? The JetBlue booth offers a degree of anonymity. A less-than-satisfied advertiser probably wouln’t say so to the sales rep that sold the schedule.
My point is, if we really believe our product or service is good (great?) and it really works? Why wouldn’t we ask our clients? Now it’s starting to sound like a customer satisfaction survey and those are almost always bullshit. But if I were walking down the street and saw booth where I could go in and record my experiences with (Toyota, HBO, XM Radio, and now Mac)… I’d do it. I’d take the time. I want people to know I like these companies. And really shitty companies (and you know who you are) don’t even think about building little booths. Bottom line, it’s probably pretty easy to find out if your customers love you or hate you. Anything between is tougher. And I’m betting most companies really don’t want to know.