I prefer to do business with those that have an active, responsive social media presence. I spend the majority of my day on social media, and it’s how I connect and communicate. Twitter is my preferred method, but I’m not above #googleplus or email, either.
After flying United a few times, and having lukewarm responses, if anyway, I thought I’d try American. It also offered the cheaper fare at a one-stop return trip from Tulsa. I purchased my tickets before the strike, and voiced my concern via Twitter, naturally. Not directly, I just tagged them in a tweet of general commentary. And they were all over it! Info on what to do, other options and since I’d booked through Travelocity, they also jumped in.
Thankfully my flight remained on schedule, and I thanked American Airlines. Figured that’d be the end of it.
Nope. They wished me a good flight and we basically chatted as I flew from Tulsa to Vancouver by way of Dallas. They helped me navigate DFW to catch my connecting flight, which was good. Everything is bigger in Texas, but for some reason I didn’t think that meant having to catch a tram to a different part of the airport for a connecting flight. Sure there are trams elsewhere, like O’Hare but you can also walk from terminal to terminal. Not so at DFW.
If not for American Air and another fellow tweeter whom I can’t remember (Yankee fan I think), I wouldn’t have headed straight for the tram, and probably would’ve missed my flight!
So for all those businesses, big and small, debating about social media: stop. Just get on it, and learn from those who do it well. You just might end up with new customers and new business.
BMO, Livefyre and Telus are some other examples.
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