Brian M O’Curran November 11 2010 04:58:27 PMOK, one of big topics this week was how well are companies listening to and engaging with their customers. It's pretty easy for a swirling vortex of negative emotion to build up around a brand or a brand as it relates to a specific interaction by a specific individual. I'm on my way home after my first Enterprise 2,0 conference. Excellent conference btw. Flight was supposed to take off at 1 PST. At noon they pushed it to 2 pm. Within a few minutes it was bumped to 5 pm. On the surface of it, not the end of the world. However, 5 pm is 8 pm in my body clock + five hours of in flight time + 30-40 minutes fishin' my bag out of the carousal + 20 minutes to get my car + 1 hour (plus) to get home. Suddenly it's feeling like a 2 or 3 am arrival time. In my frustration I posted the tweet below.
Moment later, I got a response. Wow. Someone is listening. The 3 am arrival thing isn't solved but, someone is actually listening. So, maybe I'll get some work done in the next few hours. Who knows, maybe they'll bump me in into first-class.
So, there ya go kids, a perfect example of a company reaching out using social channels to at a minimum apologize and say they're sorry. How rarely does that happen? I don't think Northwest would have ever taken this level of initiative. Bravo Delta!
How's about an extra bag of peanuts. I'm in 22B... or better yet, keep the peanuts and get my an isle seat!
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