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. Psychologically, it all adds up. This trend will not ebb.

Social Media 147

Social Media Airlines Social CRM Avatar 147

Convince & Convert

AUGUST 10, 2010

Personally, I had a problem with an airline recently. Combine that with location and mobile data, and you get real-time smart agents that tell you whom you should approach in a restaurant to buy a drink. But now, it’s not based on assumptions, we can categorize based on real data. I called and emailed, and received no response.

Social CRM 133

Social CRM Influencer Klout Social Media 133

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.

Social Media 147

Social Media Strategy Influencer Social CRM 147

Mindjumpers

MAY 24, 2012

Best Use of Social Media Platform - The Generous Store by Anthon Berg by Robert/Boisen & Like-minded. Best Use of Mobile – Carling Black Label – Be the Coach by Ogilvy Cape Town. Best Use of Ad Banners on Social Media Platform – EA Battlefield 3 YouTube banner – Scholz & Volkmer GmbH.

Social Media 213

Social Media Social CRM Airlines Guidelines 213