Convince & Convert

APRIL 13, 2013

Even with your commitment to humanization, social outreach, customer experience and all the rest, you’re still getting more angry missives than ever. It’s certainly true in the airline industry, where LA Times reports that complaint volume is up 30% year-over-year. Tweet this ). Or so it appears to me.

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Social Media Airlines Social CRM Avatar 147

Firebelly

NOVEMBER 15, 2012

Imagine if this poor girl was in charge of that local Candlewood Suites social media presence and said something like that? Social media is easy for companies that produce soft drinks and TV shows. But not so much for airlines, phone companies, B2B companies and retailers. . The Oracle Debacle.

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Social Media Hotels Retail Airlines 241

Convince & Convert

AUGUST 10, 2010

Raj Kadam is CEO of Viralheat , a social media listening platform (disclosure: I am a paid customer of Viralheat). Personally, I had a problem with an airline recently. If they are social media savvy, you can follow up via Twitter direct message. RK : Measuring social media’s direct impact on sales.

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Social CRM Influencer Klout Social Media 133

Convince & Convert

APRIL 28, 2010

Because our behaviors on the social Web leave a noticeable fingerprint, smart companies can modify the way they engage and interact with us, based on our social graph, purchase history, etc. Fly more miles, get priority seating on an airline. million followers on Twitter? million followers on Twitter? What would you do?

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Social Media Strategy Influencer Social CRM 147

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. But most social media types aren’t Paul Gillin.

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Klout Nielsen Influencer Social CRM 159

Convince & Convert

MARCH 28, 2012

She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. 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.

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CSR Airlines Loyalty Hashtag 127

Convince & Convert

MARCH 28, 2012

She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. 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.

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CSR Airlines Loyalty Hashtag 126