Access "Southwest, others make mobile and social CRM fly"
This article is part of the August 2012, Vol. 1, Issue 5 issue of Social CRM goes to market
For companies that depend on repeat business from loyal customers, maintaining a reputation for quality customer service is critical. For Southwest Airlines, that means delivering a reliable travel customer service—on-time flights and intact luggage—as well as running a contact center that can respond quickly to customer concerns. To respond effectively, companies have to first see the feedback—and that can be a real challenge with all the different social CRM channels that consumers use to communicate. A few years ago, Southwest discovered that many of its customers were not calling when they needed help or even emailing. Instead, customers were posting about the airline on social media sites, where everyone except Southwest customer services staff could respond. “There was a portion of the customer base that wasn’t comfortable calling or emailing, but were tweeting,” said Catherine Gantt, manager of customer advocacy and communications for Southwest. Turning to social media In response, Southwest developed a customer support team of social media ... Access >>>
Premium Content for Free.
Mobile commerce apps deliver munchies and more to customers
by Linda Rosencrance, Contributor
The explosion of smartphones is leading a new trend in applications that lets customers buy a sub, board a plane or order theater tickets merely by touching a screen.
Facebook ad spending continues despite big exits
by Vangie Beal, Contributor
Some companies are moving away from paid ads, but most look to Facebook’s youthful audience to close their accounts.
- Mobile commerce apps deliver munchies and more to customers by Linda Rosencrance, Contributor
Southwest, others make mobile and social CRM fly
by Sue Hildreth
Southwest’s customer advocacy guru offers tips and advice for companies interested in starting or improving their social CRM approaches.
- Southwest, others make mobile and social CRM fly by Sue Hildreth
More Premium Content Accessible For Free
Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels...
If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the ...
Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like ...