Convince & Convert

AUGUST 10, 2010

We’ve gone from MySpace and a era of anonymous accounts and comments attributed to “SexyBear1984″ to using our real names on Facebook, Twitter, and elsewhere as we build personal brands. Personally, I had a problem with an airline recently. If they are social media savvy, you can follow up via Twitter direct message.

Social CRM 133

Social CRM Influencer Klout Social Media 133

Firebelly

NOVEMBER 15, 2012

One hotel chain has a process to monitor Twitter, where they will say “Hey Dennis — man, sounds like a bad day. At first, I felt like the winner of “Who Wants To Be a Millionaire”, except on Facebook or Twitter, I have an unlimited number of lifelines, not just three. Ask for Jim.” The Oracle Debacle.

Social Media 241

Social Media Hotels Retail Airlines 241

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

Convince & Convert

SEPTEMBER 11, 2011

And Twitter, which “ranks&# tweets to determine trending topics. You think Southwest Airlines would have liked a data feed that automatically appended Klout scores to passenger manifests before they kicked Kevin Smith off a flight? Google, which “ranks&# Web pages. Facebook, which “ranks&# status updates via EdgeRank.

Klout 159

Klout Nielsen Influencer Social CRM 159

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. Active Listening Social media doesn’t create negativity about your brand, it puts a magnifying glass to it.

Compete 115

Compete Conference Organization Social CRM 115

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 million followers on Twitter? Fly more miles, get priority seating on an airline. The reality is, there’s never been a level playing field.

Social Media 147

Social Media Strategy Influencer Social CRM 147