Airlines Loyalty Marketing Social CRM 
Convince & Convert
AUGUST 10, 2010
Last week, I interviewed three men that are helping create an all-new field of marketing and customer service – the emerging discipline of influence mining. Influence mining makes the old school, direct marketing notions of sorting consumers by purchase history seem dinosaurian by comparison. Customer service?
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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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.
Convince & Convert
SEPTEMBER 11, 2011
So much so that people (presumably sober) proclaimed that this was the future of marketing. Why do you think billions are invested every year in loyalty programs (tiered treatment) and credit scores (tiered treatment)? It’s one piece of information that needs to be combined with (ideally) several others to do social CRM well.
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.
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