Convince & Convert

AUGUST 10, 2010

Personally, I had a problem with an airline recently. We have a lot of small business customers due to our price-point (note: as low as $9.99/month), But now, it’s not based on assumptions, we can categorize based on real data. I called and emailed, and received no response. Then I tweeted, and my issue was resolved.

Social CRM 133

Social CRM Influencer Klout Social Media 133

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 127

CSR Airlines Loyalty Hashtag 127

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 126

CSR Airlines Loyalty Hashtag 126