Case Study: Yeager Airport Twitter Customer Service Put To The Test

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Yeager Airport (CRW) is an airline in Charleston. One the 3rd of July they were put to the twitter customer service test when someone started to tweet complains bout not having pizza after going through security. Mark Knoller was the customer who send out tweets saying and mentioning that he couldn’t get to eat his pizza after going through security on twitter. Below are the actual tweet that @markknoller sent out:

It actually happened on the 3rd of July 6am, but somehow my screen shot gave the wrong date. Most probably is my time is from Malaysia.

Saturday, July 03, 2010 5:59:44 AM via web

Boy of boy! Mark must love PIZZA a lot!

One and a half hour later, @yeagerairport responded to mark.

7:16 AM Jul 3rd via web in reply to markknoller

He replied =)

Looks like the customer is always right. Even on twitter. Although @yeagerairport responded late to @markknoller, mark was  happy because they responded to him. I’m sure the next time when Mark goes to Yearger Aiport he’ll try out the Pizza for sure after recommended by @YeagerAiport to try on twitter.

After what happened I think @YeagerAirport will continue to be better and improve as time passes. They might hire new people to look out for tweets like this in the future. Good luck!

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  • Shirley Osei-Mensah

    Yeah, I think as time goes on Yeager Airport can better their services through customer tweets if they actually make it a habit of monitoring it. It's very good on Yeager's side that they responded so wonderfully and sweetly to a customer in need.

    If all businesses start practicing this, they'll get a very happy customer base and thus get higher business and profit returns :).

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  • undergraduate

    I think this Twitter customer service is a pretty good idea. It actually creates a communication bridge to get the feedback/comment from customers directly.

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  • Ajgilmer

    Yeager uses twitter and Facebook. The fastest way to get in touch is Facebook.

  • Dorlee M

    Thanks for sharing this story, Aaron.

    I think the concept of expanding customer service through twitter is a great idea.

    However, long term, I do not think that a business would be scoring positive brownie points if they typically take an hour and a half to respond to a twitter complaint, particularly at a location like an airport…This basically means that the company will always be responding at a time when it will be too late for them to do anything to accommodate the customer. In other words, for this type of service to WOW the customer, they need to respond within 30 minutes or less :)

  • Su Doyle

    For everyone who believes that you need to have a big staff to maintain a social media presence, this mid-sized city airport is evidence to the contrary.

    In fact, at a bigger organization, Mark would have been less likely (especially on a holiday weekend) to have gotten a response. Many large companies have social media policies in place, so employees are either 1)afraid to respond to a customer on a public forum or 2)bound to communicate in corporate-sanctioned language!

    Su Doyle

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  • scarlettpencilpoint

    “Yeager Airport (CRW) is an airline in Charleston.”

    Um…wouldn't it be an *airport*, not an airline?

  • scarlettpencilpoint

    Isn't the point of social media, for businesse, responding to customers in a public forum? If a company has a social media policy in place, chances are they have dedicated social media managers or others whose job description includes responding to tweets and other mentions. As to the idea that they are bound to communicate in corporate-sanctioned language, I think you'll find that that doesn't necessarily mean the communications are stiff, inscrutable or loaded with jargon. On the contrary, most social media efforts–even those of large corporations–are much more informal than typical corporate communications. I'm sorry, but I don't think your argument about big companies being less responsive than small or mid-size ones holds up. There are many, many big companies that do an excellent job of social networking, and that have in fact been early adopters of this approach to customer relationships.