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

By: scarlettpencilpoint

scarlettpencilpoint — Thu, 14 Oct 2010 21:17:28 +0000

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.

By: scarlettpencilpoint

scarlettpencilpoint — Thu, 14 Oct 2010 21:11:49 +0000

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

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

By: Tony Mack

Tony Mack — Mon, 26 Jul 2010 05:31:10 +0000

Case Study: Yeager Airport Twitter Customer Service Put To The Test: Yeager Airport (CRW) is an airlin… http://bit.ly/bwVkLM @AskAaronLee

By: Case Study: Yeager Airport Twitter Customer Service Put To The Test | My Blog

Sun, 25 Jul 2010 13:52:44 +0000

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By: Mirijam Rosenast

Mirijam Rosenast — Wed, 21 Jul 2010 23:18:47 +0000

Yeager Airport Twitter Customer Service Put To The Test – Or The Unreachable Pizza Study http://bit.ly/a92U0u – by @askaaronlee

By: Su Doyle

Su Doyle — Thu, 08 Jul 2010 08:16:57 +0000

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
@sudoyle

By: Dorlee M

Dorlee M — Wed, 07 Jul 2010 23:14:13 +0000

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

By: Ajgilmer

Ajgilmer — Tue, 06 Jul 2010 01:10:35 +0000

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

By: Kathy Meyer

Kathy Meyer — Mon, 05 Jul 2010 13:00:27 +0000

Case Study: Yeager Airport Twitter Customer Service Put To The Test – http://ow.ly/27aFO (by @AskAaronLee)

By: undergraduate

undergraduate — Mon, 05 Jul 2010 11:17:57 +0000

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.