Comments on: Tweet Me, Help Me, Don’t Just Sit There http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/ MARIA OGNEVA'S BLOG Mon, 07 May 2012 22:39:00 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Shut up and listen: the importance of truly hearing feedback - Managing | Blaise Grimes-Viort http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-1908 Shut up and listen: the importance of truly hearing feedback - Managing | Blaise Grimes-Viort Mon, 30 Jan 2012 20:54:04 +0000 http://socialsilk.com/?p=675#comment-1908 [...] of listening to your community and effectively analysing feedback. Maria Ogneva’s post “Tweet Me, Help Me, Don’t Just Sit There” made me think about brands thinking they are listening but not really hearing feedback. [...] [...] of listening to your community and effectively analysing feedback. Maria Ogneva’s post “Tweet Me, Help Me, Don’t Just Sit There” made me think about brands thinking they are listening but not really hearing feedback. [...]

]]> By: SEO USA http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-1112 SEO USA Thu, 23 Jun 2011 12:17:00 +0000 http://socialsilk.com/?p=675#comment-1112 Social is good one thing..and always is best..and well posted here..thanks for sharing that.. Social is good one thing..and always is best..and well posted here..thanks for sharing that..

]]> By: Walk A Mile In His Shoes | SOCIAL SILK http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-1106 Walk A Mile In His Shoes | SOCIAL SILK Sat, 07 May 2011 07:13:13 +0000 http://socialsilk.com/?p=675#comment-1106 [...] to the 800 number or generic landing page, where that poor experience repeats. As I posit in this post, it’s not enough, and the social customer is not looking for another “get off my [...] [...] to the 800 number or generic landing page, where that poor experience repeats. As I posit in this post, it’s not enough, and the social customer is not looking for another “get off my [...]

]]> By: Walk A Mile In His Shoes | Attensity Blog http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-442 Walk A Mile In His Shoes | Attensity Blog Tue, 27 Jul 2010 21:00:14 +0000 http://socialsilk.com/?p=675#comment-442 [...] to the 800 number or generic landing page, where that poor experience repeats. As I posit in this post, it’s not enough, and the social customer is not looking for another “get off my [...] [...] to the 800 number or generic landing page, where that poor experience repeats. As I posit in this post, it’s not enough, and the social customer is not looking for another “get off my [...]

]]> By: Does Everyone Deserve Great Customer Service? | Social Silk http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-441 Does Everyone Deserve Great Customer Service? | Social Silk Thu, 03 Jun 2010 22:19:08 +0000 http://socialsilk.com/?p=675#comment-441 [...] Comments Trevor Turnbull on Tweet Me, Help Me, Don’t Just Sit Thereblasterous on Foursquare is Media’s Favorite; Gowalla Heats Up the BattleJack on Exciting New [...] [...] Comments Trevor Turnbull on Tweet Me, Help Me, Don’t Just Sit Thereblasterous on Foursquare is Media’s Favorite; Gowalla Heats Up the BattleJack on Exciting New [...]

]]> By: Trevor Turnbull http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-440 Trevor Turnbull Tue, 25 May 2010 06:43:43 +0000 http://socialsilk.com/?p=675#comment-440 Great story Maria.....I love coming across other examples of how social media is impacting communications. There are many positive examples out there.....unfortunately, there are many bad ones as well ;-)<br><br>I had a similar experience with a Canadian airline (@WestJet). Mine went from negative to positive via Twitter. Here's the article I wrote: <a href="http://trevorturnbull.com/my-westjet-experience-via-twitter" rel="nofollow">http://trevorturnbull.com/my-westjet-experience...</a><br><br>I also just conducted a webinar with the Emerging Media Advisor from @Westjet. Their approach is one that is similar to your references to Virgin Airlines, JetBlue and Southwest Airlines. Here's the webinar replay: <a href="http://socialconnectblueprint.com/webinar" rel="nofollow">http://socialconnectblueprint.com/webinar</a><br><br>Cheers!<br><br>Trevor Turnbull Great story Maria…..I love coming across other examples of how social media is impacting communications. There are many positive examples out there…..unfortunately, there are many bad ones as well ;-)

I had a similar experience with a Canadian airline (@WestJet). Mine went from negative to positive via Twitter. Here's the article I wrote: http://trevorturnbull.com/my-westjet-experience...

I also just conducted a webinar with the Emerging Media Advisor from @Westjet. Their approach is one that is similar to your references to Virgin Airlines, JetBlue and Southwest Airlines. Here's the webinar replay: http://socialconnectblueprint.com/webinar

Cheers!

Trevor Turnbull

]]> By: Trevor Turnbull http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-946 Trevor Turnbull Tue, 25 May 2010 01:43:00 +0000 http://socialsilk.com/?p=675#comment-946 Great story Maria.....I love coming across other examples of how social media is impacting communications. There are many positive examples out there.....unfortunately, there are many bad ones as well ;-) I had a similar experience with a Canadian airline (@WestJet). Mine went from negative to positive via Twitter. Here's the article I wrote: http://trevorturnbull.com/my-westjet-experience-via-twitter I also just conducted a webinar with the Emerging Media Advisor from @Westjet. Their approach is one that is similar to your references to Virgin Airlines, JetBlue and Southwest Airlines. Here's the webinar replay: http://socialconnectblueprint.com/webinar Cheers! Trevor Turnbull Great story Maria…..I love coming across other examples of how social media is impacting communications. There are many positive examples out there…..unfortunately, there are many bad ones as well ;-)

I had a similar experience with a Canadian airline (@WestJet). Mine went from negative to positive via Twitter. Here’s the article I wrote: http://trevorturnbull.com/my-westjet-experience-via-twitter

I also just conducted a webinar with the Emerging Media Advisor from @Westjet. Their approach is one that is similar to your references to Virgin Airlines, JetBlue and Southwest Airlines. Here’s the webinar replay: http://socialconnectblueprint.com/webinar

Cheers!

Trevor Turnbull

]]> By: andrew http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-439 andrew Thu, 13 May 2010 14:42:51 +0000 http://socialsilk.com/?p=675#comment-439 An amusing interchange. Some companies do seem to offer twitter on a superficial basis while other do take it as a real channel for input, communication or feedback, bravo for the latter. An amusing interchange. Some companies do seem to offer twitter on a superficial basis while other do take it as a real channel for input, communication or feedback, bravo for the latter.

]]> By: andrew http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-943 andrew Thu, 13 May 2010 09:42:00 +0000 http://socialsilk.com/?p=675#comment-943 An amusing interchange. Some companies do seem to offer twitter on a superficial basis while other do take it as a real channel for input, communication or feedback, bravo for the latter. An amusing interchange. Some companies do seem to offer twitter on a superficial basis while other do take it as a real channel for input, communication or feedback, bravo for the latter.

]]> By: Kim http://socialsilk.com/2010/04/30/customer-service/customer-service-airlines/#comment-438 Kim Sat, 08 May 2010 01:37:09 +0000 http://socialsilk.com/?p=675#comment-438 I could be wrong but it looks like the responses you were getting were either robo-generated, or at best pick-from-menu generated by some swamped customer service rep.<br><br>Not forgivable, but highlights the fact that if you aren't going to take service seriously then don't offer it. And if the responses were in fact automated, then it highlights how quickly it can escalate frustration I could be wrong but it looks like the responses you were getting were either robo-generated, or at best pick-from-menu generated by some swamped customer service rep.

Not forgivable, but highlights the fact that if you aren't going to take service seriously then don't offer it. And if the responses were in fact automated, then it highlights how quickly it can escalate frustration

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