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How Social Media and Smartphones Breed a Petri Dish of Negativity

Convince & Convert

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.

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Why Influence Mining is the Next Gold Rush | social crm | Social.

Convince & Convert

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?

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Social Media Horror Story With A Happy Ending

Firebelly

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.

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Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

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.

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Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

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.

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Why Critics of Klout Are Missing the Big Picture

Convince & Convert

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.

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6 Required Competencies for Social Organizations | Conferences and.

Convince & Convert

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.

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