United Airlines: Principle Over People & Profits…Was It Worth It?

Myrland Marketing

Unless you’ve been stranded on a remote island for a few weeks, you are well aware of the incident on United Airlines that resulted in a passenger being forcibly removed from the plane. As ugly as that incident was, and that word doesn’t do it justice, the response from the airline matched it. United Airlines CEO Oscar Munoz responded to the incident with what felt like a knee-jerk comment. Every airline does it. We are the airlines, and we are in charge.

United Airlines: Principle Over People & Profits…Was It Worth It?

Myrland Marketing

Unless you’ve been stranded on a remote island for a few weeks, you are well aware of the incident on United Airlines that resulted in a passenger being forcibly removed from the plane. As ugly as that incident was, and that word doesn’t do it justice, the response from the airline matched it. United Airlines CEO Oscar Munoz responded to the incident with what felt like a knee-jerk comment. Every airline does it. We are the airlines, and we are in charge.

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Book Review: The Social Employee

Webbiquity SMM

The SMLCC is able to sort data by criteria such as location/geography, basic demographics, reach, sentiment, subject matter, and social platform. One of the most powerful impacts of social media is the way has democratized brands. No longer is the brand, or corporate image, tightly controlled by a few senior executives, marketing communications specialists, and PR spokespersons.

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How Visuals are Telling the NAIAS Story

Convince & Convert

Mergers, corruption, and three CEOs in one year have not been easy times for United Airlines. With the New Year, the airliner is striving to be “ less awful ” in 2016. Negative sentiment is significantly lower than both positive and neutral remarks around United: While this is just looking at the first few weeks of January, it demonstrates that people are most likely content with the service provided by the airliner. Politics: State of the Union.

Social Media Marketers: Time to Get Personal

Mindjumpers

Airline companies and telephone companies are especially targets of a constant, daily stream of negative comments: In the two examples above, the brands found support in brand ambassadors. Most comments reflect the sentiment of this message: Though the page has a new hate post every minute these days, the “Posts by Page” tells a story of loyal fans showing support: Yes, there are more than 2,000 comments that are predominantly hateful. Tweet.

Social Data Made Simple: Getting Started with a Strategy

Buzz Marketing for Technology

This webinar featured Ira Haberman ( @ irahaberman ) Director of Storytelling at BrainRider, Ned Kumar (@ nedkumar ) Digital Strategist for FedEx and Sean Williams (@ Colorado2NYC ) Consumer Promotions Social Media at JetBlue Airlines. Sentiment is better on a group than on a single post – Sean talked about how JetBlue tracks sentiment on a group of travelers (ex.

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Social Media Success is About The Customers, Stupid

Adam Cohen

With each passing conference and industry event, the perennial mainstays of social media case studies tend to remain the same: Dell, Comcast, Southwest Airlines, Starbucks. …having more positive than negative sentiment from a social media monitoring tool. …seeing the sentiment from a social media monitoring tool improve over time. How do you define success with leveraging social media?

Why Media Must Remember That Twitter is Still Relevant

Convince & Convert

According to a press release from earlier this week, “the offer will last until March, 2 2016 and will only be available on planes equipped with the airline’s new ViaSat WiFi, which Virgin America claims delivers Internet speeds up to ten times faster than other Wi-Fi systems provided by competing airlines.” Looking closer, the moment that news of the partnership broke, positive sentiment peaked with 160 mentions of Virgin in the media: What does all this mean?

Why We Still Love Twitter

Likeable

Since many of these interactions are spurred by complaints, this is an enormous opportunity for brands to right wrongs, build consumer trust, and change sentiment. For a master class in customer service on social, look no further than Airline Complaint Twitter. Whatever it is about air travel that has the ability to bring out the worst in people, airlines like JetBlue have learned to handle stress-induced vitriol with grace. Ah, Twitter.

Social Media’s Response to Apple vs. The FBI

Convince & Convert

In an effort to promote the airline’s expanded year-round service to Palm Springs from San Francisco and New York, Virgin America is asking customers flying to and from PSP to play dress-up. To be fair, the airliner anticipated results like these. At the same time, the airliner seems to 2stand out among competitors by engaging their fans and flyers in driving brand awareness. Business: Virgin America Launches #LetModFly. Calling all Mad Men fans!

Apple 73

One Social Media Metric to Rule Them All

Visually SM

The downside is that increasing your impressions doesn’t necessarily mean you’re increasing the positive sentiment around your brand. One amazing example is Royal Dutch Airlines which has surpassed its industry average of 11.3% To continue with the Royal Dutch Airlines example, the airline constantly updates their Twitter header image to show just how long one should anticipate waiting for a response–and it almost always beats this benchmark.

Navigating call-out culture: What to do when your brand is in the hot seat

Sprout Social

Consider building a social listening topic centered around the issue at hand to measure sentiment, track the scope of the conversations and provide further insights for your leadership.

Why brands need a social media monitoring strategy

Sprout Social

Monitoring helps you with your brand perception and sentiment. Airlines have some of the busiest social media notifications around and it helps to keep an eye on brand keywords. — Alaska Airlines (@AlaskaAir) February 5, 2020.

Are You In The Business of Awesome?

Twist Image

The Halifax-based musician wrote a song and created a YouTube viral video sensation with United Breaks Guitars in 2008 after his guitar was busted during a trip on United Airlines. So, is United Airlines now a decimated brand? Do you think any less of the airline? by Dec 31, 2009, up 390% since July 2." ), while others will simply shrug their shoulders and say, "it's an airline, what did you expect?". southwest airlines. united airlines.

Social Media and Your Ever-Expanding Brand

Socialized

If your last flight on jetBlue was really pleasant, you have good brand associations with the airline. Choosing what to respond to and what to ignore is a complex science and the subject of another post, but the tools above will at least give you a glimpse of consumer sentiment and a chance to respond to possibly influence it. What is a brand, and, as caretaker of your company’s brand, how does social media affect you?

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Social media crisis plan: What to do when things go wrong

Sprout Social

For example, the Indian branch of Dutch airline KLM had to apologize for a now-deleted insensitive tweet regarding the fatality rates on airplanes based on where passengers are sitting during a flight. It was never our intention to hurt anyone's sentiments.

10 Surefire Ways For A Business To Fail At Social Media

SocMed Sean

Too many folks measure the success of a social media tactic on whether it “went viral” The reality is that many things go viral for negative reasons, just ask Nestle, Maytag, or United Airlines. Have you taken time to analyze what the sentiment is about your products and services? There are a lot of ways to engage in social media, some of them effective…some of them not.

These Two Data Points Demonstrate What's So Wrong With Marketing Today

Twist Image

How important is sentiment in the evaluation of a brand''s value? How many brands do we now see - active and engaged - online that have (without question) turned their brand sentiment around (think about airlines, banks, restaurants and more)? brand sentiment. You will have to read this twice. It''s that incomprehensible. There was an article published today in Marketing Charts titled, Few Digital Marketers Feel That Digital Has Delivered As A Branding Vehicle.

Essential Tips and Tools for B2B Social Media Marketing

Hootsuite

But content about jet-lag reducing seat lighting may speak to airlines. Track mentions, competitors, customer sentiment and more and use your analysis to inform everything from product development to other business decisions.

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Social Pros 26 – Richard Owen, Satmetrix

Convince & Convert

We were on a multitude of airlines during that trip. One of the airlines we were on, I won’t name them, but they are the official airline of a country that borders ours to the north. I’ve been on that airline a few times, because we do a fair amount of work in Canada, and I speak up there a lot. They had the single surliest flight attendant I have ever encountered on any airline, across this great globe of ours.

10 Tips for Providing Top-Tier Twitter Customer Service

Sprout Social

Metrics like sentiment analysis let you know how people feel about your brand at large whether that sentiment is positive, negative or neutral. An oft-cited Twitter study on airline companies found that customers were willing to spend more with companies who responded fastest. Customer service isn’t what it used to be thanks to social media. And for consumers, that’s a good thing. Think about it.

The Audience (Formerly Known As The Audience)

Twist Image

Her sentiment was meant to mean that if the music feels right, it will find an audience, but it did give pause. Airline status luggage tags. Who is your audience? On my early morning drive to the airport, I caught the tail-end of Howard Stern interviewing Sheryl Crow. Crow was live and in the studio promoting her upcoming album. The constant reflections and self-commentary on how she's just a middle-aged white woman, were both self-deprecatinglty funny and illuminating.

Don't Take A Technology Sabbatical

Twist Image

Know my travel plans (airline tickets, car services, hotels and more). After evaluating it, my sentiment was that the most powerful functionality of the watch is that it delivers alerts to your wrist. How long can you go without your smartphone? Let's be candid. Very candid. My smartphone has the same impact on me, personally, like my blankie did when I was a toddler. I simply don't feel safe without it. I feel empty. I feel scared. I didn't want to go anywhere without it.

The Ambiguous Brand

Twist Image

I'm less interested in what Armstrong had to say and that much more interested in the time and sentiment around public forgiveness. It's not about an airline that broke someone's guitar, and it's not about a computer company that didn't care about the service one of its customers was getting. Branding is no longer a zero-sum game. Back in my music journalism days, I had the chance to interview Gene Simmons from KISS on several occasions.

How to Use Social Media for Crisis Communications and Emergency Management

Hootsuite

And if your social listening strategy is optimized, your team can continue to monitor audience sentiment around your brand, as well as track what’s happening with your competitors and industry at large.

(Almost) No One Is Seeing Your Content

Twist Image

We seem to believe that the brands that are finding any type of success with this stuff are going big (skydiving from outer space, delivering gifts via baggage claim to unsuspecting airline passengers, etc.) If a brand is not present on these social media channels, there is a commonly held sentiment that they are simply uncaring or non-present in their consumers'' lives. Certainly, this is not the most optimistic headline you are going to read on January 1st, 2014.

The End Of Customer Service

Twist Image

Remember back when the sentiment was that a brand needs to respond to everything - positive, negative and neutral - everywhere? united airlines. Now that everyone complains. nobody cares when there is a complaint. There was a time (not that long ago), when someone''s complaint online would be rocketed to the executive office, changes were made and brands were being held accountable for their foibles and mishaps. It was the early days of social media (nearly a decade ago).

The Audience (Formerly Known As The Audience)

Twist Image

Her sentiment was meant to mean that if the music feels right, it will find an audience, but it did give pause. Airline status luggage tags. Who is your audience? On my early morning drive to the airport, I caught the tail-end of Howard Stern interviewing Sheryl Crow. Crow was live and in the studio promoting her upcoming album. The constant reflections and self-commentary on how she's just a middle-aged white woman, were both self-deprecatinglty funny and illuminating.

Mobile Breaks Search. And Your Brand

Twist Image

It was an original sentiment, when I started writing about it, well over fifteen years ago. If you're not an airline, bank etc. Mobile could well be the last true computing platform. Not smartphones, but mobile. The ability to be connected (with high speed and consistency) anywhere and everywhere. This is nothing new. This is not an original thought. Back then, the mobile carriers were not concerned with data. There was no real mobile Web.

Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

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.