Airports have feelings too
Is it possible to have a two-way relationship with a brand? As social forms of media enable conversations or dialogue between brands and audiences, smart organisations are recognising the opportunity to improve customer service.
Initially this happened first in communications, then customer service and sales. No area of an organisation remains untouched.
Travel organisations have been quick to innovate in a bid to protect their reputation and improve customer service. They have been forced by consumers who complain nosily via their mobile phones about poor service.
One of my favourite examples of this form of engagement is Newcastle Airport (@NCLAirport). It has a great attitude and approach.
Here’s a recent conversation captured via Storify.