Convince & Convert

NOVEMBER 14, 2013

Creating physical photo “stops” amid a bustling city like London is akin to the scenic vista turnoff along a highway – it prompts the person to pause, photograph the moment and share the experience with their social graph. This campaign could have easily come from a tourism board, an airline, or a hotel chain.

Project 153

Project Instagram Tourism Airlines 153

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

Social Bakers published this chart by vertical and commented that Telecom, Services, Airlines and others should have a response rate between 65 and 75% to all user questions. It pays to map your social graph. 25% of the UK retailers with a Twitter account responded to a question posed to them. Lot of others.

Social Media 95

Social Media Retail Airlines Social Graph 95

Koka Sexton

MARCH 19, 2012

Social media as a support channel. Some companies leverage social media as primarily a support channel. Airlines, restaurants and even car manufacturers have been the leaders in this space. Zappos for example has built an entire culture around leveraging social media for support.

Press Release 96

Press Release Skills Yammer Social Networking 96

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