Links for this week (weekly)

By
Bertrand
– April 24, 2011Posted in: Read elsewhere...

  • Airlines now monitoring Twitter almost around the clock

    “A report has highlighted that major airlines, such as American Airlines (@AmericanAir) and Southwest Airlines (@SouthwestAir), are now monitoring Twitter almost around the clock.

    Through such initiative, the airlines are “trying to show customers they’re really listening to everything…,” reported nbcdfw.com.”

    tags: social media twitter customer care customer feedback customer experience

    • She (the passenger) basically fired up her army of promoters, who were basically tweeting at us to help us resolve her situation,” said Andy Backover, American’s managing director of external communications. The effort resulted in a positive experience for the same passenger.
    • Also in addition to customer loyalty, another area of focus is deals. Following airlines on Twitter or liking them on Facebook can often mean being the first to see and access the best deals, maximising on rewards programmes, and enjoying special offers limited to social media..
    • Most recently, when December’s snow storms left thousands of planes grounded, airlines turned to Twitter to communicate with their passengers, ensuring they never felt stranded or abandoned by the airline

Posted from Diigo. The rest of my favorite links are here.

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