The Value of Social CRM in the Air
Updated · Feb 07, 2011
Winter weather has helped airlines learn more about social CRM than any other industry. As noted in this report on ClickZ, with severe snow and ice storms visitors to airlines’ Facebook pages and Twitter accounts saw social CRM in action this past week.
“The wintry weather across the nation is showcasing that perhaps no sector has had to learn more about social CRM on the fly than the airlines industry. What happens when a storm hits a region and the customer service phone lines jam up for Delta, United, Southwest, and other airlines? Customers log onto Facebook and Twitter and demand answers about their flight reservations and rebookings.”