Crisis | Compare & Contrast

JetBlue crisis/response in a nutshell

2/14 – Weather + screw-up = meltdown

2/15 – First “We screwed up” news stories

2/16 – More “We screwed up and we’re trying" stories, legislation threats

2/17 – They try to get back on schedule

2/18 – More canceled flights trying to return to normal

2/19 – More analysis and apologies

2/20 - A major apology on YouTube and a Customer Bill of Rights (with compensation plans that could bankrupt the company should they not deliver) as well as CEO David Neeleman's Mea Culpa Tour on Letterman, the Today Show and CNN

2/21 - Relatively back to normal. I proclaim JetBlue gutsy.

2/22 - Crisis managers agree - JetBlue handled it well in the end; BusinessWeek hits them hard, but Brandweek says JetBlue saved the brand

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TJ Maxx crisis/response in a nutshell

1/18 - TJ Maxx announces a security breach from December 2006. Later that day I am notified by my bank that my card was compromised in the hands of TJ Maxx. I am pissed. TJ Maxx posts an important message from its acting CEO on its website. Look hard.

1/31 - The phrase class action lawsuit is bandied about. My congressman calls for an FTC probe.

2/12 - I finally get my replacement credit card. I declare shopping moratorium on TJ Maxx.

2/21 - The TJ Maxx story gets worse and worse and another important message from its current President & CEO on its website. Look hard again.

2/22 - Massachusetts threatens legislation to protect customer data

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And yet, no mea culpa tour or even a winback postcard offer. What up TJ Maxx? A Google search on winback strategy returns 567,000 hits (granted some may be X-Box cheats for the game Winback.) Nothing arrives in my mailbox.  No $15 off $50 postcard.  No $10 off any purchase. Nothing. Oh TJs - you shall be missed (when I get over being so mad.)

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JetBlue gets it - TJ Maxx hides. Not good.

Comments

[Paul McEnany]

Lori- That's what you get for shopping at TJ Maxx!

And, you know, I never really experienced it before, but since the "screw up," I've been feeling lots of Jet Blue envy these days. Why don't I get to fly the friendly skies with them? That's BS.

I want to bask in the apology, too.