Twist Image

MAY 3, 2011

How many instances has there been when someone waiting for a plane is delayed, and they dump all over the airline in a moment of frustration? While in some instances the airline is at fault, more often than not it's an issue that has to do with weather or security (some of the many things that are beyond an airline's control).

Airlines 102

Airlines Twitter Social Graph Loyalty 102

Proactive Report

OCTOBER 30, 2011

Dell recently commissioned Forrester to do some research on the impact of responding to customers and they found that those with a listening and digital engagement initiative are rewarded with improved customer satisfaction scores, loyalty and brand metrics. (No It pays to map your social graph. No big surprise there!).

Social Media 95

Social Media Retail Airlines Social Graph 95

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?

Social Media 147

Social Media Strategy Influencer Social CRM 147

Convince & Convert

AUGUST 10, 2010

Personally, I had a problem with an airline recently. But now, it’s not based on assumptions, we can categorize based on real data. There are 600 companies using Klout data in some way, and a big chunk of those are using it for customer service. 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