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.

Social Media 147

Social Media Airlines Social CRM Avatar 147

Convince & Convert

AUGUST 10, 2010

Personally, I had a problem with an airline recently. McCann good article on "influence mining" being the next gold rush [link] #social #crm #gist #socialmedia [link] Eric Ludwig RT @SocialMedia411: Why Influence Mining is the Next Gold Rush (Jay Baer): [link] (Brotha you're on it! Customer service?

Social CRM 133

Social CRM Influencer Klout Social Media 133

Firebelly

NOVEMBER 15, 2012

Social media is easy for companies that produce soft drinks and TV shows. But not so much for airlines, phone companies, B2B companies and retailers. . Recently, Oracle, the company that bought Vitrue and Involver, tried to sneak a middle of the night migration of all these fans onto a brand new Oracle social page.

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

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? It’s one piece of information that needs to be combined with (ideally) several others to do social CRM well. Damn right they would.

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. Now, he tweeted it to his 1.6 million followers, and it becomes a national incident in minutes.

Compete 115

Compete Conference Organization Social CRM 115