[[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article","articleBody":"So much can go right when we travel. We see the world, gaining new perspectives and insights; we open our eyes and breathe in deeply to relax \u2014 then we take those experiences home with us and they become valuable, prized memories.\nBut anyone who\u2019s ever lost their luggage or dashed through the airport in a valiant but vain effort to catch a connecting flight knows that getting there \u2014 where ever \u201cthere\u201d is \u2014isn\u2019t always easy.\nLike most travelers, I\u2019ve had my share of air-travel mishaps, and more and more my instinct is to turn to social media to either share my misery \u2013 after all, it does love company \u2013 or to ask for help.\nSadly, many airlines just aren\u2019t quite where I want them to be when it comes to offering up good customer service in real time.\nI turn to social because it\u2019s fast, it\u2019s in the moment, and, often, I\u2019m mid-air when I realize I\u2019m going to miss my connecting flight. Thanks to in-flight wifi, I can open my smart device and start pleading (or should I say, tweeting) for help.\n \nSocial media and customer service: Aligning for great CX\n   Customers demand seamless experiences across channels, so social media and customer service teams must collaborate to boost the customer experience.  \nTwitter and social media: A customer service opportunity\nMany of us have also been captive to delays while sitting on the runway, but the captain is fresh out of information. In those instances when customers tweet, generally the response is, \u201cWe\u2019re so sorry for your delay, thank you for choosing Our Airline Brand.\u201d\nNot only is this tone-deaf (making it less likely to \u201cchoose\u201d a brand again after that response), it\u2019s also woefully shortsighted.\nWith the immediacy and intimacy of social media, there are so many opportunities for airlines to offer outstanding social customer service that would truly differentiate their brand.\nIf I were in charge of my very own airline, here are four ways I\u2019d use social media to provide amazing, proactive customer service:\nCollect social handles from customers when they buy tickets and link it to their record. With this information, a customer-service team could communicate one-on-one with a stranded or dissatisfied traveler, or could help ease the burden on call centers in times of weather-related delays or other crisis\u2019.\nEmpower the social team with offers that can ease a traveler\u2019s pain.\u00a0Instead of an, \u201cI\u2019m sorry for your experience\u201d tweet, why not direct-message that user with a coupon code for a free stay in the executive lounge so they can re-book their flight in comfort and with assistance from an in-lounge staff member?\nEngage your customers on social media pre- and post-flight. Generate excitement for their trip, and at the same time gather data to create personalized offers. For example, business travelers could get discounts on in-flight wifi, or encourage re-booking with personalized offers for upcoming trips.\nMake travel fun again. Offer tidbits of information about the destinations your airline is traveling to that day, and provide links to partner brands like hotels, restaurants and attractions. Become a trusted advisor and answer that burning question, \u201cWhere can I get a great cocktail in London\/Paris\/Kansas City?\nCustomer service is a huge opportunity for growth. Rather than making the news for being abysmal in times of crisis, airlines need to use the power of digital to drive outstanding customer engagement\u2014in bad times, but also in good times.\nShine in the moments that matter. Real-time customer engagement starts HERE.","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/01\/JennVandeZande_Profile_Pic_2018-1-150x150.jpg"},"name":"Jenn Vande Zande","sameAs":["https:\/\/twitter.com\/jennvzande","https:\/\/www.linkedin.com\/in\/jennvandezande"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/"},"dateModified":"2021-07-30T20:41:18+00:00","datePublished":"2016-06-21T11:00:00+00:00","description":"Social media is a powerful tool for customer service, especially travelers. Twitter could help airlines soar with engagement and loyalty.","headline":"4 ways airlines could soar using Twitter for customer service","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2016\/06\/thumbnail-125ef8260c33e822daf48f3deebecc23-3-1200x630.png","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/","name":"4 ways airlines could soar using Twitter for customer service","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","logo":{"@type":"ImageObject","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","width":"500"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"url":"https:\/\/www.the-future-of-commerce.com\/"},"url":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article"},{"@type":["Article"],"@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article","@context":{"@vocab":"http:\/\/schema.org\/","kg":"http:\/\/g.co\/kg"},"url":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/","publisher":[{"@id":"https:\/\/www.the-future-of-commerce.com\/"}],"author":[{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article_author_Person","image":[{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article_author_Person_image_ImageObject","url":"data:image\/svg+xml,%3Csvg xmlns='http:\/\/www.w3.org\/2000\/svg' viewBox='0 0 1 1'%3E%3C\/svg%3E"}],"sameAs":["https:\/\/twitter.com\/jennvzande","https:\/\/www.linkedin.com\/in\/jennvandezande\nhttps:\/\/twitter.com\/jennvzande"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/","name":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/"}],"subjectOf":[{"@type":"FAQPage","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article_subjectOf_FAQPage","mainEntity":[{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#subjectOf_FAQPage_mainEntity0","name":"Twitter and social media: A customer service opportunity","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#subjectOf_FAQPage_mainEntity0_acceptedAnswer_Answer","text":"Many of us have also been captive to delays while sitting on the runway, but the captain is fresh out of information. In those instances when customers tweet, generally the response is, \u201cWe\u2019re so sorry for your delay, thank you for choosing Our Airline Brand.\u201dNot only is this tone-deaf (making it less likely to \u201cchoose\u201d a brand again after <em>that <\/em>response), it\u2019s also woefully shortsighted.<span style=\"color: #36668c;\"><span class=\"h2\">With the immediacy and intimacy of social media, there are so many opportunities for airlines to offer <a href=\"https:\/\/www.the-future-of-commerce.com\/2020\/07\/28\/social-media-customer-service-best\/\">outstanding social customer service<\/a> that would truly differentiate their brand.<\/span><\/span>If I were in charge of my very own airline, here are four ways I\u2019d use social media to provide amazing, <a href=\"https:\/\/www.the-future-of-commerce.com\/2017\/06\/05\/proactive-customer-service-is-the-new-black\/\">proactive customer service<\/a>:\n<li><strong>Collect social handles from customers when they buy tickets and link it to their record.<\/strong> With this information, a customer-service team could communicate one-on-one with a stranded or dissatisfied traveler, or could help ease the burden on call centers in times of weather-related delays or other crisis\u2019.<\/li>\n<li><strong>Empower the social team with offers that can ease a traveler\u2019s pain.&nbsp;<\/strong>Instead of an, \u201cI\u2019m sorry for your experience\u201d tweet, why not direct-message that user with a coupon code for a free stay in the executive lounge so they can re-book their flight in comfort and with assistance from an in-lounge staff member?<\/li>\n<li><strong>Engage your customers on social media pre- and post-flight.<\/strong> Generate excitement for their trip, and at the same time gather data to create personalized offers. For example, business travelers could get discounts on in-flight wifi, or encourage re-booking with personalized offers for upcoming trips.<\/li>\n<li><strong>Make travel fun again.<\/strong> Offer tidbits of information about the destinations your airline is traveling to that day, and provide links to partner brands like hotels, restaurants and attractions. Become a trusted advisor and answer that burning question, \u201cWhere can I get a great cocktail in London\/Paris\/Kansas City?<\/li>\nCustomer service is a huge opportunity for growth. Rather than making the news for being abysmal in times of crisis, airlines need to use the power of digital to drive outstanding customer engagement\u2014in bad times, but also in good times."}]}]}],"image":[{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#Article_image_ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2016\/06\/thumbnail-125ef8260c33e822daf48f3deebecc23-3-1200x630.png","width":"1200","height":"630"}],"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/","articleBody":"\n        So much can go right when we travel. We see the world, gaining new perspectives and insights; we open our eyes and breathe in deeply to relax \u2014 then we take those experiences home with us and they become valuable, prized memories.\nBut anyone who\u2019s ever lost their luggage or dashed through the airport in a valiant but vain effort to catch a connecting flight knows that getting there \u2014 where ever \u201cthere\u201d is \u2014isn\u2019t always easy.\nLike most travelers, I\u2019ve had my share of air-travel mishaps, and more and more my instinct is to turn to social media to either share my misery \u2013 after all, it does love company \u2013 or to ask for help.\nSadly, many airlines just aren\u2019t quite where I want them to be when it comes to offering up good customer service in real time.\nI turn to social because it\u2019s fast, it\u2019s in the moment, and, often, I\u2019m mid-air when I realize I\u2019m going to miss my connecting flight. Thanks to in-flight wifi, I can open my smart device and start pleading (or should I say, tweeting) for help.\n\n  \n    Social media and customer service: Aligning for great CX\n    \n      \n      Customers demand seamless experiences across channels, so social media and customer service teams must collaborate to boost the customer experience.\n    \n  \n\nTwitter and social media: A customer service opportunity\nMany of us have also been captive to delays while sitting on the runway, but the captain is fresh out of information. In those instances when customers tweet, generally the response is, \u201cWe\u2019re so sorry for your delay, thank you for choosing Our Airline Brand.\u201d\nNot only is this tone-deaf (making it less likely to \u201cchoose\u201d a brand again after that response), it\u2019s also woefully shortsighted.\nWith the immediacy and intimacy of social media, there are so many opportunities for airlines to offer outstanding social customer service that would truly differentiate their brand.\nIf I were in charge of my very own airline, here are four ways I\u2019d use social media to provide amazing, proactive customer service:\n\nCollect social handles from customers when they buy tickets and link it to their record. With this information, a customer-service team could communicate one-on-one with a stranded or dissatisfied traveler, or could help ease the burden on call centers in times of weather-related delays or other crisis\u2019.\nEmpower the social team with offers that can ease a traveler\u2019s pain.&nbsp;Instead of an, \u201cI\u2019m sorry for your experience\u201d tweet, why not direct-message that user with a coupon code for a free stay in the executive lounge so they can re-book their flight in comfort and with assistance from an in-lounge staff member?\nEngage your customers on social media pre- and post-flight. Generate excitement for their trip, and at the same time gather data to create personalized offers. For example, business travelers could get discounts on in-flight wifi, or encourage re-booking with personalized offers for upcoming trips.\nMake travel fun again. Offer tidbits of information about the destinations your airline is traveling to that day, and provide links to partner brands like hotels, restaurants and attractions. Become a trusted advisor and answer that burning question, \u201cWhere can I get a great cocktail in London\/Paris\/Kansas City?\n\nCustomer service is a huge opportunity for growth. Rather than making the news for being abysmal in times of crisis, airlines need to use the power of digital to drive outstanding customer engagement\u2014in bad times, but also in good times.\n  Shine in the moments that matter.\nReal-time customer engagement starts HERE.\n\n&nbsp;\n&nbsp;\n\n\n\n\t\n      ","name":"4 ways airlines could soar using Twitter for customer service","dateModified":"2021-07-30T20:41:18+00:00","datePublished":"2016-06-21T11:00:00+00:00","headline":"4 ways airlines could soar using Twitter for customer service","description":"Social media is a powerful tool for customer service, especially travelers. Twitter could help airlines soar with engagement and loyalty."}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2016","item":"https:\/\/www.the-future-of-commerce.com\/2016\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2016\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"21","item":"https:\/\/www.the-future-of-commerce.com\/2016\/\/06\/\/21\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"4 ways airlines could soar using Twitter for customer service","item":"https:\/\/www.the-future-of-commerce.com\/2016\/06\/21\/twitter-customer-service-travel\/#breadcrumbitem"}]}]