Convince & Convert

MARCH 28, 2012

So I grabbed my iPhone , dialed United, and heard this recorded message: Thanks for calling United Airlines. In all, it took one hour…17 minutes…33 seconds for the CSR to work with another department to see if the flight I needed was available, get an updated ticket price, rebook the flight, and complete the transaction.

CSR 127

CSR Airlines Loyalty Hashtag 127

Convince & Convert

MARCH 28, 2012

So I grabbed my iPhone , dialed United, and heard this recorded message: Thanks for calling United Airlines. In all, it took one hour…17 minutes…33 seconds for the CSR to work with another department to see if the flight I needed was available, get an updated ticket price, rebook the flight, and complete the transaction.

CSR 126

CSR Airlines Loyalty Hashtag 126

Convince & Convert

JULY 28, 2010

When I discuss this concept with companies, however, too often I hear something in the realm of “we don’t know what to provide our customers that would be helpful.&# Try to return something to your own company. 5 excellent points that a company can (should!) 5 excellent points that a company can (should!)

Social Media 148

Social Media Strategy Consultant B2B 148