"Above all, we're grateful for our 15, 000 crewmembers that inspire humanity each and every day by going above and beyond to deliver the best customer service in the skies and on the ground, " said JetBlue spokeswoman Allison Steinberg, via email.

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Scot Gnau, chief technology officer at Teradata, said a data warehouse and good analytics can deliver information to people on the front lines of customer service and sales so they can make good decisions without giving away the store.

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Listening tools are NOT the technology platforms from which to deliver social customer service.

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