Cision

DECEMBER 28, 2015

That said, Twitter is a social platform that is uniquely positioned for: Customer-initiated social care (customer service). Put resources into fast social care (customer service). Amazon responds to every inquiry and either solves or redirects every social inquiry to an appropriate customer service function.

Twitter 120

Twitter Brand Branding Customer Service 120

ImPRessions - Crenshaw Communications

MAY 15, 2018

Tesla didn’t issue a statement about the accident until four days later, with a blog post titled “What We Know About Last Week’s Accident.” The final paragraph of a March 30 follow-up blog stands out as a piece of sincere communication. The language fits the Tesla brand: aloof, calculated, and confident.

Crisis 136

Crisis Privacy Airlines Facebook 136

Bad Pitch Blog

JUNE 8, 2011

The White Zone is for Loading, Unloading & Assuming Anonymous sources I know that have dealt with similar situations at other airlines note the following: - First of all, spokespeople don''t set policy. This makes the airlines choice pretty straight forward. It''s easy to dislike the airlines.

Airlines 64

Airlines Customer Service Travel Policies 64

Beyond PR

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 65

Airlines How To Engineering Data 65

5W PR

JUNE 6, 2017

If the crisis is something like your airline employees dragging someone out of his seat and off the flight because of a company policy. After that, increasing customer service ideas and implementing those should eventually get you back in good grace. Once trust has been violated, it’s always more difficult to gain it back.

Crisis 76

Crisis Publicity Policies Airlines 76

David PR Group

AUGUST 17, 2017

Social media and online reviews bring an incredible new level of accountability to the customer service equation. The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Doctor Spin

APRIL 17, 2023

A family staying at the Ritz-Carlton on Amelia Island, Florida, experienced the hotel’s customer service when their son’s beloved stuffed giraffe, Joshie, was accidentally left behind. Stuffed giraffe shows what customer service is all about. Southwest Airlines. Ritz-Carlton. 2012, May 17).

Strategy 52

Strategy Customer Service Airlines Hotels 52

Prohibition

DECEMBER 9, 2021

Will your customer service team receive an increased amount of calls, what about your website and social media channels? Your social media team might already have something for responding to customer service issues. It should be someone with authority to speak on what has happened. Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Sword and the Script

OCTOBER 11, 2016

“When a customer Tweets at a business and receives a response, they are willing to spend 3–20% more on an average priced item from that business in the future,” according to a study released by Twitter. Merely acknowledging customers on social media can lead to tangible sales outcomes, such as: $8.98 per transaction for pizza delivery.

Social Media 60

Social Media Study Media Survey 60

Beyond PR

SEPTEMBER 8, 2016

Something I’ve been reflecting on a lot lately in taking over both Cision and PR Newswire’s blogs is the need for content marketers to stop and do a gut check — and a persona check, analytics check, etc. Royal Dutch Airlines used to have an inefficient program for returning lost items to travelers. Take a second to slow down.

Content Marketing 40

Content Marketing Marketing Customer Service Airlines 40

Burrelles Fresh Ideas

MAY 23, 2023

Major airports experience increased passenger volumes, and airlines may offer more flights and vacation packages to cater to the demand. In response, hotels and airlines are implementing eco-friendly practices and promoting sustainable tourism initiatives. I took advantage of this while planning a family trip to the Bahamas last year.

Travel 40

Travel Tourism Airlines Hotels 40

Mindful Marketing

JUNE 14, 2019

Over the past 30 years or so, airlines probably have been the most common users of dynamic pricing, as they’ve perpetually adjusted prices to keep flights at or near capacity. Subscribe to Mindful Matters blog. In fact, dynamic pricing can be an example of “ Mindful Marketing.”

Retail 55

Retail Consumer Software Web 55

NewsWhip

JUNE 10, 2021

It comes down to every customer service interaction. Or has it moved from Twitter to Facebook, or from Twitter to someone’s blog, or whatever it might be? The Miracle on the Hudson, United airlines. Chris: We have to be aware of everything, quite frankly. It comes down to product launches. Chris: Yeah.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Stuart Bruce

OCTOBER 30, 2014

But why be afraid of big government when we freely provide our life story to social networks and give up our privacy to airlines in return for a bribe of a few more air miles. When Tom Foremski quit the Financial Times he was the first big mainstream media journalist to start making a living from a blog.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148