Airlines Books Groups Social CRM 
Convince & Convert
AUGUST 10, 2010
Personally, I had a problem with an airline recently. Hope the book writing is going well! We're in the final edits of the book now, so I can't complain about that at all. We're in the final edits of the book now, so I can't complain about that at all. I called and emailed, and received no response.
Convince & Convert
SEPTEMBER 11, 2011
Other than signing book deals, the favorite sport of the social media punditry these days seems to be bashing Klout. The most recent example was from B2B social media thinker Paul Gillin who wrote a post unveiling the flaws in Klout’s ranking scheme. Especially now, when every customer is a potential reporter.
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Convince & Convert
FEBRUARY 24, 2010
Southwest Airlines has to coordinate its marketing and customer service response, in real-time, create its own content on its blog and Twitter account, while also dealing with the media jackals. Power, Risk & Accountability Today, I gave a presentation to LEAD San Diego, a group of Southern California business leaders.
Convince & Convert
APRIL 12, 2012
Eric’s Social Media Stat of the Week: 27% of People Try to Resolve Their Issues Another Way Before Calling Customer Service Lines. The social media stat of the week comes from… I guess it’s a management consultancy or a research group called the CFI Group. Eric : Ah yes, indeed. Call centers and whatnot.
Convince & Convert
APRIL 28, 2010
Would the VP of Customer Satisfaction of Southwest Airlines have called Kevin Smith at home (after he was kicked off a plane for being too portly), if Kevin Smith did NOT have 1.6 Fly more miles, get priority seating on an airline. But now, social media is enabling companies to make influencer outreach a foundational marketing tactic.
Convince & Convert
JUNE 8, 2010
million times, and takes United Airlines out behind the woodshed for a musical ass-kicking. And while Carroll’s demonstration of the power of a single, scorned customer will populate business text books for decades, there’s another, better angle to the story. Useful and appropriate. It's the Opportunity Economy.
Convince & Convert
JULY 9, 2010
It doesn’t get much more real than inviting a group of people in to watch you get ready. I recently got chose as an influencer by Klout ( [link] ) and Virgin Airlines to take a free round-trip flight. And the online influencers recognized that for what it was: transparent and authentic. How can I help you?
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