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Here are some notes I took from Brad Jakeman’s session which described the current lack of focus on getting the brand promise or big idea right.
Complicated communication channels as media became more fragmented and diverse.
- - There’ve never been more communication channels available and yet we are
- - So obsessed with the channel (the how)
- - And have lost focus on the Content (the what)
“The step that precedes action is Engagement”
Jetblue CEO, David Neeleman has posted a YouTube video, to reach out to customers promising better times ahead. The video has been seen over 25,000 times at time of writing.
Here’s a few of the comments
Dear Mr. Neeleman,
Kudos! There aren’t many CEO’s out there that would take the time to post a genuine apology. This shows how much you truly care about Customers and Crewmembers.
Thanks!



