Convince & Convert

MARCH 28, 2012

Recently I needed to change a flight with United Airlines. So I grabbed my iPhone , dialed United, and heard this recorded message: Thanks for calling United Airlines. We all know waiting on hold for-EV-ver on the phone, or standing in a l–o–n–g line, are a few of life’s most unpleasant, time sucking experiences.

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Convince & Convert

MARCH 28, 2012

Recently I needed to change a flight with United Airlines. So I grabbed my iPhone , dialed United, and heard this recorded message: Thanks for calling United Airlines. We all know waiting on hold for-EV-ver on the phone, or standing in a l–o–n–g line, are a few of life’s most unpleasant, time sucking experiences.

CSR 128

CSR Airlines Loyalty Hashtag 128

Laurel Papworth

SEPTEMBER 24, 2012

Airline staff greet me by name and not just because I’ve left my conference name tag on my jacket. Because I am nosey – an asset in online community management – I decided to investigate further online. So when I’m in a new city and looking for a place to eat, I amble down the street to see what I can find.

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