Music to my ears from Brand Autopsy:
Advertising Age recommends NOT ADVERTISING
Yep, you read that header right — Advertising Age recommends NOT ADVERTISING. A recent editorial in Ad Age shared HMOs (hot marketing opinions) about JetBlue’s current advertising campaign. The gist is this …“JetBlue is missing the point with its recent ad push. What it needs is to get back to what made it a media and consumer darling: customer service and good internal and external communication.”
“… convincing more people to fly doesn’t seem like a smart move for an airline that has trouble handling the passengers it already has. It won’t fool new passengers, and it will only upset current passengers. JetBlue achieved its success by being unlike the other airlines. Its good name spread — via word-of-mouth and smart marketing — because great customer service gave it a compelling story to tell.”
“Priority No. 1 should be getting back to a place where consumers want to share good stories. Take the money being wasted on that campaign and plow it into customer service.”
Let’s take this a step further. BEFORE any company spends gobs of money on an advertising campaign, it should first spend money on improving the performance of a product/service and on ratcheting up the customer experience. ‘Nuff said! Errrahh!
Maybe it’s time for me to stop blogging about this stuff. If even Advertising Age is starting to preach the very thing that this blog has been devoted to for the last 3+ years, I’m thinking maybe my job here is almost done? Maybe?