how can social media revolutionize airline industry customer service?

8/2/2019 How can social media revolutionize airline industry customer service?

1/43

2012-02-28 : 9-10pm EST587 Twitter search results

76 contributors148 retweets 254 @replies 0 links

#custserv

@CustServGreeter: Starts now - Chat Topic "How can social media revolutionize airline industry#custserv?"

February 29, 2012, 2:00 am

@TwtrChat411: Customer service chat #custserv is just starting moderated by @MarshaCollier@JeffreyJKingman

February 29, 2012, 2:00 am

@JeffreyJKingman:@lttlewys Would love evening exploration in SF with you ^^ #custserv

February 29, 2012, 2:00 am

@OrionITSM: RT @CustServGreeter: Starts now - Chat Topic "How can social media revolutionize airline industry #custserv?"

February 29, 2012, 2:00 am

@MarshaCollier: Tonight's Customer Service Chat Topic "How can social media revolutionize airline industry #custserv?

February 29, 2012, 2:00 am

@lpmikov: RT @JasonPromotesU: Your most unhappy customers are your greatest source of learning. #custserv #quote

February 29, 2012, 2:00 am

@LovelyLu:@CustServGreeter Good evening Roy #custserv

February 29, 2012, 2:01 am

@prosperitygal: RT @MarshaCollier: Tonight's Customer Service Chat Topic "How can social media revolutionize airline industry

#custserv?

February 29, 2012, 2:01 am

@ImMarkBernhardt: Good evening, all! #custserv

February 29, 2012, 2:01 am

@CustServGreeter: A fine good evening all! #custserv

February 29, 2012, 2:01 am

@MarshaCollier: Tonight's #custserv chat on the airline industry and social media will be archived at http://t.co/rL1RnujR

February 29, 2012, 2:01 am

@CustServGreeter: RT @MarshaCollier: Tonight's #custserv chat on the airline industry and social media will be archived athttp://t.co/rL1RnujR

February 29, 2012, 2:01 am

@CustServGreeter:@LovelyLu Hi, Lu! #custserv

February 29, 2012, 2:02 am

@rrreevo: Top 5 Key Performance Indicators to Improve the Voice Call Experience #custservhttp://t.co/vEgVTXQQ


2/43

February 29, 2012, 2:02 am

@MarshaCollier: Introductions, please? #custserv

February 29, 2012, 2:02 am

@MHJohnston:@MarshaCollier Thanks! #custservn #custserv

February 29, 2012, 2:02 am

@GregOrtbach: Greetings. As a reminder, the yellow zone is for exemplary #custserv.

February 29, 2012, 2:02 am

@MarshaCollier:@MHJohnston Good to see you #custserv

February 29, 2012, 2:03 am

@GregOrtbach: Great to see you Mark. RT @ImMarkBernhardt: Good evening, all! #custserv

February 29, 2012, 2:03 am

@JeffreyJKingman: Tower: #CustServ flight 99A Heavy - you are cleared for runway 22 #custserv

February 29, 2012, 2:03 am

@ImMarkBernhardt: #Hello #intro | I'm Mark Bernhardt, Partner & Experience Architect for @GSMarketingGrp in Kenosha, WI. |

#custserv

February 29, 2012, 2:03 am

@M5Net: Gartner makes predictions for the future of CRM: http://t.co/QzgZeUDw #custexp #custserv

February 29, 2012, 2:03 am

@CustServGreeter:@ImMarkBernhardt Good evening good sir! #custserv

February 29, 2012, 2:03 am

@shashib: RT @MarshaCollier: Introductions, please? #custserv

February 29, 2012, 2:04 am

@MarshaCollier: Author of the Online Customer Service Guide (wiley2011) and a plethora of small business books #custserv

February 29, 2012, 2:04 am

@ImMarkBernhardt:@GregOrtbach Great to see you, too, Greg! Did you sleep much after that late-night #coffee? #custserv

February 29, 2012, 2:04 am

@JetBlue:@MarshaCollier Hello from @JetBlue! This is Laurie ^LM and Cris ^CP. #custserv

February 29, 2012, 2:04 am

@CustServGreeter:@GregOrtbach Hi there Greg! #custserv

February 29, 2012, 2:04 am


3/43

@BillLeinweber: How about getting instant updates about your flight, seats, boarding etc? #custserv

February 29, 2012, 2:04 am

@FrankEliason: The airline industry fascinates me from a #CustServ perspective. Will they ever win over hearts & minds? We are usually

trapped and want out

February 29, 2012, 2:04 am

@MarshaCollier:@BillLeinweber We've got some questions lined up #custserv

February 29, 2012, 2:04 am

@CustServGreeter:@JetBlue Welcome to the #custserv chat!

February 29, 2012, 2:04 am

@webAssistca: RT @GregOrtbach: Greg Ortbach, owner of@webAssistca - a web/apps development firm in London, ON, Canada.

#custserv

February 29, 2012, 2:04 am

@JeffreyJKingman: Hi, I'm Jeff. #twitterholic and Dir of Sales/Ops at @mydigitalcoco. Suffer from H.A.E.D. #custserv

February 29, 2012, 2:04 am

@MHJohnston:@MarshaCollier I'm Morgan - I head up social comms for JetBlue - and happy to have Laurie and Cris joining from

@JetBlue too. #custserv

February 29, 2012, 2:04 am

@ImMarkBernhardt:@CustServGreeter Good evening, Roy! #custserv

February 29, 2012, 2:04 am

@LovelyLu:@JeffreyJKingman Are we serving peanuts? #custserv

February 29, 2012, 2:04 am

@GregOrtbach: Nice seeing you Roy! RT @CustServGreeter:@GregOrtbach Hi there Greg! #custserv

February 29, 2012, 2:05 am

@MarshaCollier: Nice to see you! RT @JetBlue:@MarshaCollier Hello from @JetBlue! This is Laurie ^LM and Cris ^CP. #custserv

February 29, 2012, 2:05 am

@BillLeinweber: Hi everyone! Hope you're having a great customer experience week so far! #custserv

February 29, 2012, 2:05 am

@catykobe: Ugh forgot#custserv

RT catykobe Hi everyone- Caty, Community Support Mgr with @getsatisfaction. Love to travel!February 29, 2012, 2:05 am

@MarshaCollier:@LovelyLu Hot nuts - the only way to go! #airlinehumor #custserv

February 29, 2012, 2:05 am

@FrankEliason: I am Frank, Work at Citi formerly @comcastcares, upcoming author of@yourservice (Wiley April, 2012) #CustServ

Februar 29, 2012, 2:06 am


4/43

, ,

@prosperitygal: My name is Michele Price Communications Strategist, Media Consultant , Speaker http://t.co/hu7AvXrs#custserv Love

Single Malt

February 29, 2012, 2:06 am

@XDstrategy: RT @marshacollier: Introductions, please? #custserv I'm Erling, a digital strategist at Symantec.

February 29, 2012, 2:06 am

@MHJohnston:@LovelyLu Want to be careful for those with peanut allergies! #custserv

February 29, 2012, 2:06 am

@chasingsteph: @MarshaCollier: Introductions, please? #custserv. Good evening ...

February 29, 2012, 2:06 am

@RoyAtkinson: Hi - I'm aka @CustServGreeter - long time service and support guy, now analyst who flies a lot. :) #custserv

February 29, 2012, 2:06 am

@LovelyLu: Love it ;-) RT @MarshaCollier:@LovelyLu Hot nuts - the only way to go! #airlinehumor #custserv

February 29, 2012, 2:06 am

@JeffreyJKingman:@LovelyLu Miss - I'll have to swipe your credit card for those peanuts.. We dont take cash here. #custserv

February 29, 2012, 2:06 am

@catykobe:@JeffreyJKingman Hello! I should be in town in April. You back for a visit? #custserv

February 29, 2012, 2:06 am

@JetBlue:@CustServGreeter Thanks for having us! #custserv

February 29, 2012, 2:06 am

@MarshaCollier: Q1: Have you ever had a customer service issue with an airline resolve via social media? #custserv

February 29, 2012, 2:06 am

@LovelyLu:@MHJohnston Will be extra careful ;-) #custserv

February 29, 2012, 2:06 am

@gradontripp: Good evening #custserv! Looking forward to tonight's chat!

February 29, 2012, 2:07 am

@CustServGreeter:@MHJohnston Hi, Morgan! Welcome. #custserv

February 29, 2012, 2:07 am

@FrankEliason:@JetBlue thanks for coming to #custserv and being among first airlines on Twitter. Nice work

February 29, 2012, 2:07 am


5/43

@GregOrtbach: Hello Louise! RT @LovelyLu: Love it ;-) RT @MarshaCollier:@LovelyLu Hot nuts - the only way to go! #airlinehumor

#CustServ

February 29, 2012, 2:07 am

@JeffreyJKingman: Q0 How often do you fly? #custserv

February 29, 2012, 2:07 am

@CustServGreeter:@FrankEliason Good evening Frank! #custserv

February 29, 2012, 2:07 am

@shelisrael: RT @gradontripp: Good evening #custserv! Looking forward to tonight's chat!

February 29, 2012, 2:07 am

@JeffreyJKingman: RT @MarshaCollier: Q1: Have you ever had a customer service issue with an airline resolve via social media?

#custserv

February 29, 2012, 2:07 am

@JeffreyJKingman: RT @FrankEliason:@JetBlue thanks for coming to #custserv and being among first airlines on Twitter. Nice work

#custserv

February 29, 2012, 2:07 am

@CustServGreeter: @JeffreyJKingman: RT @MarshaCollier: Q1: Have you ever had a customer service issue with an airline resolve via

social media? #custserv

February 29, 2012, 2:08 am

@MarshaCollier: Q0 #custserv I fly monthly - I am a million miler on one airline

February 29, 2012, 2:08 am

@prosperitygal:@MarshaCollier A1 Not solved but I did tweets problem and then worked with folks at desk #custserv

February 29, 2012, 2:08 am

@cokehat: RT @MarshaCollier: Q1: Have you ever had a customer service issue with an airline resolve via social media? #custserv

February 29, 2012, 2:08 am

@catykobe: RT @MarshaCollier: Q1: Have you ever had a customer service issue with an airline resolve via social media? #custserv

February 29, 2012, 2:08 am

@CustServGreeter:@gradontripp Hi, Gradon - welcome to the chat! #custserv

February 29, 2012, 2:08 am

@anwith1n: RT @MarshaCollier: Tonight's#custserv

chat on the airline industry and social media will be archived athttp://t.co/rL1RnujR

February 29, 2012, 2:08 am

@MarshaCollier:@prosperitygal Which airline? #custserv

February 29, 2012, 2:08 am

@RSConsults: Good evening everyone! Looks like I boarded in the nick of time #custserv
http://twitter.com/lovelylu


6/43

February 29, 2012, 2:08 am

@gradontripp: Intro: Gradon Tripp, Community Mgr @citizensbank &@charterone.#CustServ

February 29, 2012, 2:08 am

@FrankEliason:@MarshaCollier no but I have vented frustration once or twice (maybe more) #CustServ

February 29, 2012, 2:08 am

@ImMarkBernhardt:@JeffreyJKingman A0: I used to fly about every other week. It's down to a couple/few times a year now. #custserv

February 29, 2012, 2:08 am

@jaykeith: RT @FrankEliason: The airline industry fascinates me from a #CustServ perspective. Will they ever win over hearts & minds?

We are usually trapped and want out

February 29, 2012, 2:09 am

@CustServGreeter:@BillLeinweber Hmmm. My experience is different. Might want to read http://t.co/MWQAweec#custserv

February 29, 2012, 2:09 am

@prosperitygal: Hey Frank @frankeliason#custserv

February 29, 2012, 2:09 am

@MarshaCollier: Q1: I lost my tablet on @AmericanAir - they found it in an unrelated city three days later and returned it #custserv

February 29, 2012, 2:09 am

@_social_club_: Choosing Sides: Enterprise 2.0 and social CRM: Choosing sides http://t.co/DhYrypjQ#custservhttp://t.co/PWo9WRAk

#SRM

February 29, 2012, 2:09 am

@MarshaCollier:@FrankEliason Venting is good #CustServ

February 29, 2012, 2:09 am

@sanchezjb: Attention all passengers: You are encouraged you to use your electronic devices for this #custserv flight.

February 29, 2012, 2:09 am

@CustServGreeter:@prosperitygal Good evening Michelle! #custserv

February 29, 2012, 2:10 am

@JetBlue:@FrankEliason Thanks Frank! Nice to be here, as always. #custserv

February 29, 2012, 2:10 am

@RoyAtkinson: Just joined the chat? Tonight's Topic "How can social media revolutionize airline industry #custserv?"

February 29, 2012, 2:10 am

@JeffreyJKingman:@RSConsults We were seconds from closing the door. Now turn off your electronics and buckle up, sir. #custserv

February 29, 2012, 2:10 am


7/43

@caty o e: So awesome t at @jet ue is raving tonig t s #custserv topic: air ines, socia me ia & customer service

February 29, 2012, 2:10 am

@GregOrtbach: Wow! RT @MarshaCollier: Q1: I lost my tablet on @AmericanAir - they found it in an unrelated city three days later and

returned it #CustServ

February 29, 2012, 2:10 am

@ImMarkBernhardt: A1: I've not yet used social media to resolve a #custserv issue with an airline. With other companies, yes.

February 29, 2012, 2:10 am

@CustServGreeter:@sanchezjb Hello, Joe welcome this evening! #custserv

February 29, 2012, 2:10 am

@LovelyLu: I had a check in issue that @SouthwestAir helped me with #custserv

February 29, 2012, 2:10 am

@MisterQuality: Got my #iPhone home button fixed @commfix #sunshinecoast Ready on time #CustServ revelation! #fast Easy! #thx

http://t.co/nx6nnqqe

February 29, 2012, 2:10 am

@GregOrtbach:@catykobe Nice to see you Caty. #CustServ

February 29, 2012, 2:10 am

@action_jay: Hands are full of baby, so I can only spectate while #custserv chat goes by. Have a good one guys!

February 29, 2012, 2:10 am

@FrankEliason:@prosperitygal hi Michele #CustServ

February 29, 2012, 2:10 am

@gradontripp:@CustServGreeter Thanks for having me! #custserv

February 29, 2012, 2:10 am

@CustServGreeter:@catykobe Hello, Caty welcome back! #custserv

February 29, 2012, 2:10 am

@BillLeinweber: I flew 2x a week, every week from Oct '11 thru Jan '12. No response from American on social media. Does bankruptcy

have a 'k' ? #custserv

February 29, 2012, 2:11 am

@JetBlue:@JeffreyJKingman A0 - a tad over 700 flights a day! ;) ^MJ #custserv

February 29, 2012, 2:11 am

@JeffreyJKingman:@catykobe Leadership, right over there -------> @jetblue#custserv

February 29, 2012, 2:11 am

@ImMarkBernhardt: Care for headphones? RT @action_jay: Hands are full of baby, so I can only spectate while #custserv chat goes by.


8/43

ave a goo one guys

February 29, 2012, 2:11 am

@sanchezjb: RT @catykobe So awesome that @JetBlue is braving tonight's #custserv topic: airlines, social media & customer service >> #custserv

February 29, 2012, 2:14 am

@Toby_Metcalf:@GregOrtbach@mpace101 thank you - good to be attendingn #custserv

February 29, 2012, 2:14 am

@FrankEliason:@JetBlue in my view any person communicating with Customer is #custserv why do you view differently?

@marshacollier

February 29, 2012, 2:14 am

@JetBlue:@MarshaCollier Of course we want to be human, but customer service isn't always accomplished in 140 characters. #custserv

February 29, 2012, 2:15 am

@FrankEliason: Agree RT @jayiaco: I've always found @jetblue#custserv and customer experience to be above the competition.

February 29, 2012, 2:15 am


11/43

@Toby_Metcalf:@MarshaCollier thank you! #custserv

February 29, 2012, 2:15 am

@MHJohnston:@MarshaCollier Q2 *cough* n#custserv

February 29, 2012, 2:15 am

@catykobe: RT @MarshaCollier: Q2. Which airlines do you feel use social most effectively for #custserv?

February 29, 2012, 2:15 am

@jayiaco:@MarshaCollier My very negative experience with @AmericanAir would be way over 140 characters. lol #custserv

February 29, 2012, 2:15 am

@mpace101: Double ditto RT @Toby_Metcalf:@GregOrtbach@mpace101 thank you - good to be attending #custserv

February 29, 2012, 2:15 am

@charlieisaacs:@FrankEliason#CustServ Visited one today who really is trying to do their best to provide excellent customer service,

there's hope!

February 29, 2012, 2:15 am

@Toby_Metcalf: Airlines can use social like any biz - what are customer saying? Where can we improve? #custserv

February 29, 2012, 2:15 am

@JeffreyJKingman: RT @MarshaCollier: Q2. Which airlines do you feel use social most effectively for #custserv? #custserv

February 29, 2012, 2:15 am

@MarshaCollier:@jayiaco Give it a shot. We're here and that is the topic their#custserv

responseFebruary 29, 2012, 2:15 am

@Toby_Metcalf: A2 - Sure do love JetBluen #custserv

February 29, 2012, 2:16 am

@FrankEliason:@MarshaCollier I think social is forcing a change with airlines through other interaction points #CustServ

February 29, 2012, 2:16 am

@gradontripp:@marshacollier My wife's had great service from @jetblue. And she's gotten great service for her dad from @southwestair.

#custserv

February 29, 2012, 2:16 am

@CustServGreeter: @MarshaCollier: Q2. Which airlines do you feel use social most effectively for #custserv?

February 29, 2012, 2:16 am

@JeffreyJKingman: Sorry @MarshaCollier - when the boss (@paulbarron) calls, I jump and say "how high, sir?" #custserv

February 29, 2012, 2:16 am


12/43

@Toby_Metcalf: A2 - Virgin Air does a pretty good job as well #custserv

February 29, 2012, 2:16 am

@MarshaCollier:@FrankEliason Which others, care to enumerate?#CustServ

February 29, 2012, 2:16 am

@prosperitygal:@MarshaCollier A2 what amazes me is that airports are getting better about that they serve us as customers

@hobbyairport#custserv

February 29, 2012, 2:16 am

@MarshaCollier: RT @FrankEliason:@MarshaCollier I think social is forcing a change with airlines through other interaction points

#CustServ

February 29, 2012, 2:16 am

@CustServGreeter:@charlieisaacs Good evening Charlie! #custserv

February 29, 2012, 2:16 am

@TonyaHallRadio: RT @marshacollier:@Toby_Metcalf"How can social media revolutionize airline industry" #custserv cc: @BrianReich

@SkySteward

February 29, 2012, 2:16 am

@mjayliebs: Contact Center of the future, business context. https://t.co/ESyTu3sZ#custserv #crm #cio

February 29, 2012, 2:16 am

@catykobe: So cool! MT @lttlewys Z'omg, @JetBlue is my fav, tweeted them when traveling w/dog & couldn't get help in airport, they

handled! #custserv

February 29, 2012, 2:16 am

@jayiaco:@FrankEliason@jetblue seems to have been built from the ground up around customer experience. Very smart play.

#custserv

February 29, 2012, 2:17 am

@BillLeinweber: I see social media as a means for airlines to provide instant updates to passengers. Flight updates, why R we still on

runway, etc #custserv

February 29, 2012, 2:17 am

@JetBlue:@Toby_MetcalfThanks Toby! ^LM #custserv

February 29, 2012, 2:17 am

@MarshaCollier: FAB! RT @lttlewys: Z'omg, @JetBlue is my fav, tweeted them when traveling w/my dog & couldn't get help in airport,

they handled!!#custserv

February 29, 2012, 2:17 am

@pmcjax: How to Use Content to Drive Referrals and Upsell Customers - http://t.co/7hNe69dx #smallbiz #custserv ( via @Desk )

February 29, 2012, 2:17 am

@charlieisaacs: RT @jayiaco:@FrankEliason@jetblue seems to have been built from the ground up around customer experience. Very

smart play. #custserv


13/43

February 29, 2012, 2:17 am

@ImMarkBernhardt: A2: By following you and others, @MarshaCollier, it looks like @AmericanAir does well in #custserv via social

media.

February 29, 2012, 2:17 am

@casshallacker: I would say #southwest definitely, #custserv

February 29, 2012, 2:17 am

@Toby_Metcalf: A2 imagine an airline (or other biz) having a tweetchat or Google+ hangout with customers... #custserv

February 29, 2012, 2:17 am

@mjayliebs:@CustServGreeter truth be told, I did not realize the timing, apologies for links. I am down under #oops #custserv

February 29, 2012, 2:18 am

@JeffreyJKingman: A2 @jetblue@southwestair@virginamerica all seem to be early adopters of social, and not just for #custserv

February 29, 2012, 2:18 am

@Toby_Metcalf:@JetBlue Case in point. Thank you! #custserv

February 29, 2012, 2:18 am

@sanchezjb: Top 50 case studies of airlines & airports excelling in #socialmedia http://t.co/kxiHfyOx#custserv

February 29, 2012, 2:18 am

@lttlewys: A2: @JetBlue rocks it! @Southwestair is getting tons better!! Sadly, @delta is hit or miss!! #custserv

February 29, 2012, 2:18 am

@MarshaCollier: Good idea! MT @BillLeinweber: social media as a means to provide instant updates. Flight updates, why R we still on

runway, etc #custserv

February 29, 2012, 2:18 am

@Toby_Metcalf: RT @MarshaCollier:@Toby_Metcalf"How can social media revolutionize airline industry" #custserv

February 29, 2012, 2:18 am

@CustServGreeter:@BillLeinweber Like the updates idea, but devices are off until 10k feet. at least for now. #custserv

February 29, 2012, 2:18 am

@sourcePOV: RT @sanchezjb: Top 50 case studies of airlines & airports excelling in #socialmedia http://t.co/kxiHfyOx#custserv

February 29, 2012, 2:18 am

@JetBlue:@FrankEliason Communication & transparency are great, but often #custserv is a request for resolution. We direct to best

resources #custserv

February 29, 2012, 2:18 am

@GregOrtbach: Interesting - like the upgrade lounge? :) RT @Toby_Metcalf: A2 imagine an airline w/ a tweetchat or Google+ hangout

with custs... #custserv

February 29, 2012, 2:18 am


14/43

@ImMarkBernhardt: A2: Good to see @JetBlue#custserv mentioned favorably, too. Extra credit for showing up to the chat tonight...

February 29, 2012, 2:18 am

@CustServGreeter:@casshallacker Hi Cassandra - welcome! #custserv

February 29, 2012, 2:18 am

@casshallacker: RT @jayiaco:@FrankEliason@jetblue seems to have been built from the ground up around customer experience. Very

smart play. #custserv

February 29, 2012, 2:19 am

@CustServGreeter: I have had good luck with @DeltaAssist#custserv

February 29, 2012, 2:19 am

@FrankEliason:@MarshaCollier I have seen offline improvements at @unitedairlines@USAir and others. They all need work on

consistency thought #CustServ

February 29, 2012, 2:19 am

@LovelyLu: Agree about JetBlue & SW RT @lttlewys: A2: @JetBlue rocks it! @Southwestair is getting tons better!! Sadly, @delta is hit or

miss! #custserv

February 29, 2012, 2:19 am

@RSConsults: RT @JetBlue:@FrankEliason Communication & transparency are great, but often #custserv is a request for resolution


15/43

@CustServGreeter:@casshallacker Very well, thanks! You? #custserv

February 29, 2012, 2:20 am

@MarshaCollier:@FrankEliason Agreed. As YOU know... frontline needs backup from the rest of the company #CustServ

February 29, 2012, 2:20 am

@ImMarkBernhardt: Those are much appreciated. RT @Toby_Metcalf: Good point @BillLeinweber - real-time updates are what travelers

hunger for. #custserv

February 29, 2012, 2:20 am

@tfschwarz: RT @A_Conscience: Create a Culture that Promotes Customer Satisfaction > http://t.co/kUQdlaLF #Leadership

#management #custserv via A_Conscience

February 29, 2012, 2:20 am

@LovelyLu: Good SM - @JetBlue online is just an extension of their great customer experience offline. #custserv

February 29, 2012, 2:20 am

@casshallacker:@Toby_MetcalfAbsolutely! @BillLeinweber#custserv

February 29, 2012, 2:21 am

@themanagr: RT @susie_parker: 3 Customer Experience Sins & How to Fix Them http://t.co/O5xwSZVA#custserv #cxo #cem

#business

February 29, 2012, 2:21 am

@CustServGreeter:@charlieisaacs Yep - weekly chat on the #custserv tag.

February 29, 2012, 2:21 am

@JetBlue:@FrankEliason to us, 140 characters isn't going to cut it. #custserv is too important, and we like to give victory to ALLcrewmembers.

February 29, 2012, 2:21 am

@megtripp: RT @JetBlue:@FrankEliason Communication & transparency are great, but often #custserv is a request for resolution. We

direct to best resources #custserv

February 29, 2012, 2:21 am

@JeffreyJKingman:@MarshaCollier I'm ready with Q3 #custserv

February 29, 2012, 2:21 am

@FrankEliason:@JetBlue that is often part of#custserv getting people to the right place

February 29, 2012, 2:21 am

@Toby_Metcalf:@GregOrtbach imagine the info that could be gathered through a tweetchat with your customers #custserv

February 29, 2012, 2:21 am

@sanchezjb: +1 MT @jetblue@FrankEliason Communication & transparency gr8, but often #custserv is request for resolution. We

direct to best resources.

February 29, 2012, 2:21 am


16/43

@MarshaCollier:@JeffreyJKingman GO! #custserv

February 29, 2012, 2:21 am

@charlieisaacs: When you are an airline, and there are so many things out of your control, you are bound to piss many people off...#custserv

February 29, 2012, 2:21 am

@SocialCatalysts: RT @frankeliason:@MarshaCollier I think social is forcing a change with airlines through other interaction points

#CustServ // #SocBizBuzz

February 29, 2012, 2:21 am

@JeffreyJKingman: 3. What are the best attributes for airlines using social media for #custserv? #custserv

February 29, 2012, 2:21 am

@SociallyTweet: RT @frankeliason:@MarshaCollier I think social is forcing a change with airlines through other interaction points


February 29, 2012, 2:21 am

@SocialNicheBuzz: RT @frankeliason:@MarshaCollier I think social is forcing a change with airlines through other interaction points


February 29, 2012, 2:21 am

@SocialWorldBuzz: RT @frankeliason:@MarshaCollier I think social is forcing a change with airlines through other interaction points


February 29, 2012, 2:21 am

@casshallacker:@CustServGreeter Good good! #custserv

February 29, 2012, 2:21 am

@MarshaCollier: RT @JeffreyJKingman: Q3. What are the best attributes for airlines using social media for #custserv?

February 29, 2012, 2:21 am

@CustServGreeter: @JeffreyJKingman: 3. What are the best attributes for airlines using social media for #custserv?

February 29, 2012, 2:21 am

@shashib: RT @FrankEliason:@JetBlue that is often part of#custserv getting people to the right place

February 29, 2012, 2:21 am

@JeffreyJKingman: Q3. What are the best attributes for airlines using social media for #custserv? #custserv

February 29, 2012, 2:21 am

@GregOrtbach:@Toby_MetcalfNo kidding. Would also be a great way to spend stopover time - they could provide free Wifi. #custserv

February 29, 2012, 2:21 am

@gradontripp:@toby_metcalfA G+ hangout would be great if there was a major storm or other multi-flight issue. #custserv

February 29, 2012, 2:22 am


17/43

@LaneSutton: Good tips for brands- Real-Life Social Media Customer Service Obstacles http://t.co/wJuycy3s#custserv

February 29, 2012, 2:22 am

@mikevillar: This. @JetBlue: @FrankEliason Communication & transparency are great, but often#custserv

is a request for resolution.February 29, 2012, 2:22 am

@SocialCatalysts: RT @frankeliason:@JetBlue in my view any person communicating with Customer is #CustServ why do you view

differently? @MarshaCollier

February 29, 2012, 2:22 am

@FrankEliason:@charlieisaacs#custserv is one of the best hours on Twitter

February 29, 2012, 2:22 am

@SociallyTweet: RT @frankeliason:@JetBlue in my view any person communicating with Customer is #CustServ why do you view

differently? @MarshaCollierFebruary 29, 2012, 2:22 am

@SocialNicheBuzz: RT @frankeliason:@JetBlue in my view any person communicating with Customer is #CustServ why do you viewdifferently? @MarshaCollier

February 29, 2012, 2:22 am

@SocialWorldBuzz: RT @frankeliason:@JetBlue in my view any person communicating with Customer is #CustServ why do you view

differently? @MarshaCollier

February 29, 2012, 2:22 am

@Dingman:@MarshaCollier@MHJohnston Morgan is a #custserv ROCKSTAR in my book, keep up the good work Morgan!

February 29, 2012, 2:22 am

@CustServGreeter: A3: Response (timely). Action (effective). Requires monitoring and empowered staff. #custserv

February 29, 2012, 2:22 am

@tariq_ahmad: A3: Quick response, listening/sympathizing with customer, providing solution is important #custserv

February 29, 2012, 2:22 am

@sanchezjb: RT @jetblue@FrankEliason to us, 140 characters isn't going to cut it. #custserv too important, we like to give victory to

ALL crewmembers.

February 29, 2012, 2:22 am

@mpace101: For airline industry to respond to reactive 'perosnal' flight info, would truly be test of CRM & social integration#custservFebruary 29, 2012, 2:22 am

@megtripp:@MarshaCollier definitely -- on the way to see @gradontripp, in fact. @jetblue was thoughtful about a bad experience on a

red-eye. #custserv

February 29, 2012, 2:23 am

@CustServGreeter:@tariq_ahmad Good evening Tariq! Nice to see you. #custserv


18/43


19/43

@CustServGreeter:@tariq_ahmad That I am Tariq - likewise. #custserv

February 29, 2012, 2:24 am

@Toby_Metcalf:@BillLeinweber@jetblue maybe not handled, but triaged. #custserv

February 29, 2012, 2:24 am

@MarshaCollier: Wouldn't it be groundbreaking if airlines (poached) gave benefits to elites from other carriers? Might move them over

#custserv

February 29, 2012, 2:24 am

@gradontripp: RT @mpace101: For airline industry to respond to reactive 'perosnal' flight info, would truly be test of CRM & social

integration #custserv

February 29, 2012, 2:24 am

@prosperitygal:@JeffreyJKingman i do not understand your question 3 #custserv#custserv

February 29, 2012, 2:24 am

@MHJohnston:@charlieisaacs I'd prefer that ALL our customers feel special. #custserv

February 29, 2012, 2:24 am

@ScottMTownsend: It's as if each flight needs a soc media dir. Kind of like a cruise dir to help comm with and get feedback from the

passengers #custserv

February 29, 2012, 2:24 am

@Toby_Metcalf:@megtripp Thank you for the RT #custserv

February 29, 2012, 2:24 am

@megtripp:@CustServGreeter Hi Roy! Thanks! #custserv

February 29, 2012, 2:24 am

@JeffreyJKingman:@FrankEliason@MarshaCollier so is blunt transparency and personal/professional accountability #custserv

February 29, 2012, 2:25 am

@DSox: Anyone ever attempt to call @Amazon#custserv dept. Finding the phone number felt like the internet before search engines.

CC: @FrankEliason

February 29, 2012, 2:25 am

@FrankEliason:@charlieisaacs I would bet more than top tier. United breaks Guitar? #CustServ

February 29, 2012, 2:25 am

@CustServGreeter:@ScottMTownsend Cool idea, Scott - pilots, flight crew and SM crew. :) #custserv

February 29, 2012, 2:25 am

@GregOrtbach:@MarshaCollier Awesome idea. Talk about advancing to the "platform". :) n #CustServ

February 29, 2012, 2:25 am

@mpace101: A3: best attributes for airline using social same any co. Trust = sincerity + competency + reliability #custserv

February 29, 2012, 2:25 am


20/43

@prosperitygal: A3 be straight forward, be helpful, be focused on resolution that satisfies fliers #custserv

February 29, 2012, 2:25 am

@MarshaCollier: If I were an airline #custserv, I'd be watching tweets from other carrier's flyers to see where the openings are

February 29, 2012, 2:25 am

@megtripp: I have to say, a kind tone and a quick response is 70% of what I need from airlines via SM. #custserv

February 29, 2012, 2:25 am

@gradontripp:@marshacollier@JeffreyJKingman A3 Same as any other industry: A responsive and empowered team member.

#custserv

February 29, 2012, 2:25 am

@MHJohnston:@MarshaCollier It might be interesting to poach - but that's PR not #Custservn #custserv

February 29, 2012, 2:25 am

@JeffreyJKingman:@prosperitygal What are the best social media strategies airlines could use in #custserv practice? #custserv

February 29, 2012, 2:26 am

@gradontripp: So, so true. RT @shashib: RT @FrankEliason:@JetBlue that is often part of#custserv getting people to the right place

February 29, 2012, 2:26 am

@MarshaCollier:@GregOrtbach Why don't you RT that one for jetblue ;) #custserv

February 29, 2012, 2:26 am

@casshallacker:@MarshaCollier@JeffreyJKingman consistently accessible, 9-5 social just isn't applicable here #custserv

February 29, 2012, 2:26 am

@casshallacker: RT @MarshaCollier: If I were an airline #custserv, I'd be watching tweets from other carrier's flyers to see where the

openings are

February 29, 2012, 2:26 am

@FrankEliason: Agreed RT @JeffreyJKingman:@FrankEliason@MarshaCollier so is blunt transparency and personal/professional

accountability#custserv

February 29, 2012, 2:26 am

@RSConsults: RT @gradontripp:@marshacollier@JeffreyJKingman A3 Same as any other industry: A responsive and empowered team

member. #custserv

February 29, 2012, 2:26 am

@Toby_Metcalf: A3 - immediate info updates: on time or late status, emailing a coupon to a local restaurant when a flight is cxl

#custserv

February 29, 2012, 2:26 am

@lttlewys:@dsox Heh!! I did that, once! Have to say @amazon really rocked the #custserv once I got them!! @FrankEliason


21/43

February 29, 2012, 2:26 am

@CustServGreeter:@gradontripp We think alike That was exactly my answer. :) #custserv

February 29, 2012, 2:26 am

@charlieisaacs:@MHJohnston#custserv The airlines I've worked still haven't dealt with their top tiers across all customer touch points,

but I agree

February 29, 2012, 2:27 am

@GregOrtbach: Disturbing trend I'm afraid.I don't want a support ticket. RT @DSox: Anyone ever attempt to call @Amazon dept. CC:

@FrankEliason#CustServ

February 29, 2012, 2:27 am

@flyingwithfish:@MarshaCollier@MHJohnston Some airlines do extend benefits to other carrier elites in an effort to poach them. Its

loyalty not PR #Custserv

February 29, 2012, 2:27 am

@jayiaco: Exactly. Care.RT @mpace101: A3: best attributes for airline using social same any co. Trust = sincerity + competency +reliability #custserv

February 29, 2012, 2:27 am

@JeffreyJKingman:@casshallacker Word - 24 hour (even 18 hour) industries large scale need robust social/custserv #custserv

February 29, 2012, 2:27 am

@MarshaCollier: Agreed @casshallacker. Airlines are a 24 hours business on a 24 hour platform. I hate to say ... #custserv

February 29, 2012, 2:27 am

@GregOrtbach: :) RT @MarshaCollier:@GregOrtbach Why don't you RT that one for jetblue ;) #custserv

February 29, 2012, 2:27 am

@CustServGreeter:@flyingwithfish Good evening and welcome to the chat! #custserv

February 29, 2012, 2:27 am

@mpace101: A4? best practices for airlines: Leverage the checkin - not the bag version the LBS version - get head start #custserv

February 29, 2012, 2:27 am

@BillLeinweber: A3: Be proactive. Passengers notice things long before you inform them. Guess what? I can tell when the plane is flying

a circle #custserv

February 29, 2012, 2:28 am

@MarshaCollier: Which ones? (packing) RT @flyingwithfish Some airlines do extend benefits to other carrier elites in an effort to poach

them. #Custserv

February 29, 2012, 2:28 am

@gradontripp: One of the biggest goals (and challenges) for us is to find where the customer needs to be, and to get them there fast.

#custserv

February 29, 2012, 2:28 am


22/43

@JeffreyJKingman:@mpace101 Ooooo O.O So airline tweets to a 4square airport checkin? #custserv

February 29, 2012, 2:28 am

@Chicagoista: RT @MarshaCollier: If I were an airline #custserv, I'd be watching tweets from other carrier's flyers to see where the

openings are

February 29, 2012, 2:28 am

@flyingwithfish:@MarshaCollier Which ones, mostly all the legacy carriers, but it all depends on exactly how "elite" you are. #Custserv

February 29, 2012, 2:29 am

@charlieisaacs:@FrankEliason#CustServ United still needs to learn to listen;I know some top analysts who are United top tier and

aren't listened to via SM

February 29, 2012, 2:29 am

@ImMarkBernhardt: #Like where this is headed RT @JeffreyJKingman:@mpace101 Ooooo O.O So airline tweets to a 4square airport

checkin? #custserv

February 29, 2012, 2:29 am

@MHJohnston:@flyingwithfish It's somewhere in between- the second it's "outside policy" or not attainable by anyone - it feels like a PR

move #custserv

February 29, 2012, 2:29 am

@MarshaCollier: RT @GregOrtbach: Disturbing trend I'm afraid.I don't want a support ticket. RT @DSox: Anyone ever attempt to call

@Amazon dept #CustServ

February 29, 2012, 2:29 am

@MarshaCollier: Q4. How would you buildout strategy for an airline in social media based #custserv?

February 29, 2012, 2:30 am

@CustServGreeter:@ScottMTownsend Sounds like fun :) #custserv

February 29, 2012, 2:30 am

@charlieisaacs:@ScottMTownsend#custserv I totally agree, there is no excuse for a poor attitude from anyone in any industry,

especially the airlines...

February 29, 2012, 2:30 am

@tsbandito:@MarshaCollier would be more groundbreaking if the carriers would give me the benefits I've earned without a pain! ;)

#custserv

February 29, 2012, 2:30 am

@Toby_Metcalf:@Chicagoista@MarshaCollier great point! What does my competition do that customers love? #custserv

February 29, 2012, 2:30 am

@flyingwithfish:@MarshaCollier@MHJohnston Years ago, when I flew heavily a competing carrier bumped me to 1st a few times when I

had no status #Custserv

February 29, 2012, 2:30 am

@CustServGreeter: @MarshaCollier: Q4. How would you buildout strategy for an airline in social media based #custserv?

February 29, 2012, 2:30 am


23/43

@MarshaCollier:@tsbandito Please name names - this will all be archived! #custserv

February 29, 2012, 2:30 am

@mpace101: A4? best practices for airlines: give a hashtag for each flight (#3425 ready for takeoff)#custserv

February 29, 2012, 2:30 am

@JeffreyJKingman:@mpace101 How 'bout: Airport tweets my 4sq checkin w/welcome. My airline offers boarding pass via DirectMessage

on 4sq checkin #custserv

February 29, 2012, 2:30 am

@GregOrtbach: Some companies believe #custserv should be like a treasure hunt without rewards. #CustServ

February 29, 2012, 2:30 am

@JeffreyJKingman: RT @MarshaCollier: Q4. How would you buildout strategy for an airline in social media based #custserv? #custserv

February 29, 2012, 2:30 am

@flyingwithfish:@MarshaCollier@MHJohnston I have life time lounge membership to an airline I don't fly, they gave me to try and lure

me as well #Custserv

February 29, 2012, 2:30 am

@gradontripp: Yes! RT @toby_metcalf:@gradontripp Even for a fact-finding mission. What do we do well? Where can we improve?

#custserv

February 29, 2012, 2:30 am

@CustServGreeter:@tsbandito A fine good evening! Welcome back. #custserv

February 29, 2012, 2:30 am

@charlieisaacs:@ekolsky and one of the top analysts I was referring to speaks up... #custserv where's @rwang0 too? :-p

February 29, 2012, 2:30 am

@oneairspace: A3: Expertise. Nothing affects flights like weather & airlines have own meteorologists so why not address delays on soc.

media? #custserv

February 29, 2012, 2:31 am

@mpace101:@JeffreyJKingman only if they publicly checked in, otherwise its a little creepy #custserv

February 29, 2012, 2:31 am

@GregOrtbach: Not bad. :) @FrankEliason@dsox@amazon#custserv

February 29, 2012, 2:31 am

@FrankEliason:@charlieisaacs they are just starting. I have seen improvements but also seen typical attitude #custserv

February 29, 2012, 2:31 am

@CustServGreeter:@oneairspace Hi, Karen! Good to see you. #custserv

February 29, 2012, 2:31 am


24/43

@JeffreyJKingman:@mpace101 Then, Flight attendant tweets and asks what I'm drinking...#custserv

February 29, 2012, 2:31 am

@BillLeinweber: RT @mpace101: A4? best practices for airlines: give a hashtag for each flight (#3425 ready for takeoff)#custserv

February 29, 2012, 2:31 am

@ImMarkBernhardt: Plus dep/arr loc RT @mpace101: A4? best practices for airlines: give a hashtag for each flight (#3425

ready for takeoff) #custserv

February 29, 2012, 2:32 am

@chdgagnon: RT @M5Net: Gartner makes predictions for the future of CRM: http://t.co/QzgZeUDw #custexp #custserv

February 29, 2012, 2:32 am

@mpace101:@JeffreyJKingman hope someone out there is taking notes, boarding pass as QR would work too #custserv

February 29, 2012, 2:32 am

@Toby_Metcalf: A4 - Tweetchats and Hangouts with my customers. Invite satisfied customers to guest blog. Foursquare promotion for

airport Mayors #custserv

February 29, 2012, 2:32 am

@JetBlue:@MarshaCollier A4 Sometimes it's not as easy as straight policy, you have to be flexible and listen. #custserv

February 29, 2012, 2:32 am

@charlieisaacs: they just delivered my food to my room, is this #custserv chat worth cold food? ok, maybe it is :) #greatconversation

February 29, 2012, 2:32 am

@jayiaco:@MarshaCollier@GregOrtbach@DSox@Amazon Report tickets r a recipe for misinformed customers w/ no time frame for

resolution. bad #custserv

February 29, 2012, 2:32 am

@tsbandito:@MarshaCollier only thing it taught me is not to fly @Delta#custserv

February 29, 2012, 2:32 am

@Toby_Metcalf: RT @JeffreyJKingman:@mpace101 Then, Flight attendant tweets and asks what Im drinking...#custserv

February 29, 2012, 2:32 am

@tariq_ahmad: A4: Build solid strategy first, and be flexible and listen. Using appropriate metrics also helps #custserv

February 29, 2012, 2:32 am

@ekolsky:@charlieisaacs who is this top analyst? @rwang0 -- he is either in Sri Lanka or on his way to London collecting more stories

#custserv

February 29, 2012, 2:32 am


25/43

@tariq_ahmad: RT @JetBlue:@MarshaCollier A4 Sometimes it's not as easy as straight policy, you have to be flexible and listen.

#custserv

February 29, 2012, 2:32 am

@CustServGreeter: @JetBlue: @MarshaCollier A4 Sometimes it's not as easy as straight policy, you have to be flexible and listen.

#custserv

February 29, 2012, 2:32 am

@prosperitygal: Airlines are smart to give lounge privileges, just think of free PR, as I would be tweeting it for sure #custserv

February 29, 2012, 2:33 am

@JeffreyJKingman:@mpace101 ^^ #custserv

February 29, 2012, 2:33 am

@mpace101:@JeffreyJKingman you are starting to ask for a lot - they may need to charge you more for THAT service :) #custserv

February 29, 2012, 2:33 am

@JetBlue:@MarshaCollier A4 Also, by acting as more of an information booth, rather than full-service, we keep it scalable. ^LM#custserv

February 29, 2012, 2:33 am

@oneairspace:@CustServGreeter Thank you! You too Roy! #custserv

February 29, 2012, 2:33 am

@sanchezjb: A4 An airline's social media "strategy" should not stand-alone but integrated into the airline's biz strategy & ops. #custserv

February 29, 2012, 2:33 am

@gradontripp:@mpace101 That could get #ugly! :) #CustServ

February 29, 2012, 2:33 am

@tsbandito:@CustServGreeter thanks - sorry I'm late -- but I don't fly much ;) #custserv

February 29, 2012, 2:33 am

@tariq_ahmad: RT @JetBlue:@MarshaCollier A4 Also, by acting as more of an information booth, rather than full-service, we keep it

scalable. LM #custserv

February 29, 2012, 2:33 am

@MHJohnston:@flyingwithfish getting comped by a competing carrier is cool -but was that because they do that for all similar members

- or you? #custserv

February 29, 2012, 2:33 am

@ScottMTownsend:@MarshaCollier Q4: have sm directors on the planes, experiencing the same situations the passengers are an givingoptions #custserv

February 29, 2012, 2:33 am

@MarshaCollier:@mpace101 I have checked in with Foursquare on flights - should be worth extra peanuts #custserv

February 29, 2012, 2:33 am

@ImMarkBernhardt: brb #custserv


26/43

February 29, 2012, 2:33 am

@tariq_ahmad: Awesome: @JetBlue chiming in on #custserv. They responded to Qs on #sbchat 3 weeks ago as well. Great SM

outreach.

February 29, 2012, 2:33 am

@FrankEliason:@mpace101@jeffreyjkingman united and others have something similar to qr on mobile phone. I like idea but find it

clunky #CustServ

February 29, 2012, 2:33 am

@charlieisaacs:@ekolsky@rwang0#custserv racking up more miles on airlines that seem to abuse him daily :-o

February 29, 2012, 2:34 am

@casshallacker: RT @JetBlue:@MarshaCollier A4 Also, by acting as more of an information booth, rather than full-service, we keep it


February 29, 2012, 2:34 am

@flyingwithfish:@MHJohnston The comps I got from other airlines were before my blog when I was flying CT to SFO 3x a week for a year

#custserv

February 29, 2012, 2:34 am

@Toby_Metcalf: RT @MarshaCollier:@mpace101 I have checked in with Foursquare on flights - should be worth extra peanuts

#custserv

February 29, 2012, 2:34 am

@mpace101:@gradontripp anyone could do it now, take the bull by horns #custserv

February 29, 2012, 2:34 am

@BillLeinweber: #americanair has boarding pass as QR code. Works most of time but not as crisp as paper boarding pass. Gimmick

#custserv

February 29, 2012, 2:34 am

@charlieisaacs: RT @tariq_ahmad: Awesome: @JetBlue chiming in on #custserv. They responded to Qs on #sbchat 3 weeks ago as

well. Great SM outreach.

February 29, 2012, 2:34 am

@GregOrtbach: I vote for more legroom for the mayor @Toby_Metcalf:Dn #CustServ

February 29, 2012, 2:34 am

@mpace101:@MarshaCollier If we checkin to the same flight one day, I'll deliver you my snack #custserv

February 29, 2012, 2:34 am

@FrankEliason: Love this rt @JetBlue:@MarshaCollier A4 Sometimes it's not as easy as straight policy, you have to be flexible and listen.

#custserv

February 29, 2012, 2:35 am

@JeffreyJKingman: Word! RT @GregOrtbach: I vote for more legroom for the mayor @Toby_Metcalf:D #custserv

February 29, 2012, 2:35 am


27/43

@Toby_Metcalf:@JetBlue what is the most requested amenity or complaint? #custserv

February 29, 2012, 2:35 am

@ScottMTownsend: Passengers know problems happen all the time. It's the no bs answers they are looking for and most appreciate.

#custserv

February 29, 2012, 2:35 am

@gradontripp: RT @jetblue:@MarshaCollier A4 Also, by acting as more of an information booth, rather than full-service, we keep it


February 29, 2012, 2:35 am

@GregOrtbach: 1/2 time show - open your in-flight peanuts. @royatkinson@marshacollier@jeffreyjkingman#CustServ

February 29, 2012, 2:35 am

@Toby_Metcalf:@GregOrtbach 2nd that - maybe Mayor check-in @JetBlue#custserv

February 29, 2012, 2:35 am

@FrankEliason: Strictly having black and white policy in my view has killed many of the larger airline in #CustServ

February 29, 2012, 2:35 am

@ScottMTownsend:@BrandonCaudle brilliant #custserv

February 29, 2012, 2:35 am

@MarshaCollier: Did you see? @KLM to Offer Seatmate Selection Using LinkedIn profile http://t.co/JnK6GoJ0#custserv cc

@ScottMTownsend

February 29, 2012, 2:36 am

@mpace101:@FrankEliason@jeffreyjkingman sometimes we forget there is that thing called security that the airline folks worry about

#custserv

February 29, 2012, 2:36 am

@JetBlue:@MarshaCollier A4 We take, and use, what we hear to get answers and share the information internally. ^LM #custserv

February 29, 2012, 2:36 am

@CustServGreeter: Zappos! (sip your beverage) @GregOrtbach: 1/2 time show - open your in-flight peanuts. @marshacollier

@jeffreyjkingman#CustServ

February 29, 2012, 2:36 am

@FrankEliason: RT @BillLeinweber: #americanair has boarding pass as QR code. Works most of time but not as crisp as paper boarding

pass. Gimmick #custserv

February 29, 2012, 2:36 am

@casshallacker: RT @MarshaCollier: Did you see? @KLM to Offer Seatmate Selection Using LinkedIn profile http://t.co/JnK6GoJ0

#custserv cc @ScottMTownsend

February 29, 2012, 2:36 am

@charlieisaacs:@BillLeinweber #americanair#custserv Their QR code works every time for me; the trick is to save it in your Camera

Roll or cache it (app)

February 29, 2012, 2:36 am


28/43

@tariq_ahmad: RT @JetBlue:@MarshaCollier A4 We take, and use, what we hear to get answers and share the information internally.

^LM #custserv

February 29, 2012, 2:36 am

@GregOrtbach: I think airline sponsored free #wifi would also go a long way - even in exchange for comments/feedback from

passengers. #CustServ

February 29, 2012, 2:36 am

@BrandonCaudle: Common point seems to be airlines (or any company) fessing up quickly when needed. Like I am for forgetting the

#custserv hashtag...

February 29, 2012, 2:37 am

@DSox:@lttlewys agreed they're great! But last time, I had to buy a kit twice to replace broken part & pay to ship back. #custserv@FrankEliason

February 29, 2012, 2:37 am

@gradontripp:@scottmtownsend@MarshaCollier Even more, have the SM Dir's in the tower, behind the baggage carousel... hands on!

#custserv

February 29, 2012, 2:37 am

@MarshaCollier: Yep! RT @charlieisaacs:@BillLeinweber@#americanair#custserv Their QR code works every time for me; trick is to

save in Camera or cache

February 29, 2012, 2:37 am

@CustServGreeter:@BrandonCaudle Hello, Brandon! Glad to see you, good sir! #custserv

February 29, 2012, 2:37 am

@Toby_Metcalf: Nail on the head sir RT @GregOrtbach: I think airline sponsored free #wifi would also go a long way #custserv

February 29, 2012, 2:37 am

@JeffreyJKingman: Folks, this is Cap'n. We've started our descent into XYZ, arriving in 23 minutes. Weather is 87 d sunny light wind

#custserv

February 29, 2012, 2:37 am

@GregOrtbach:@BrandonCaudle Agreed - owning up goes a long way - not just for airline industry. #CustServ

February 29, 2012, 2:37 am

@icanewfriend: RT @MarshaCollier: Tonight's #custserv chat on the airline industry and social media will be archived at

http://t.co/rL1RnujR

February 29, 2012, 2:38 am

@CustServGreeter: Ditto @Toby_Metcalf: Nail on the head sir RT @GregOrtbach: I think airline sponsored free #wifi would also go a

long way #custserv

February 29, 2012, 2:38 am

@FrankEliason:@mpace101@jeffreyjkingman I agree but that has changed attendants 2 have new, not so good, attitude (or is that

company culture?) #CustServ

February 29, 2012, 2:38 am


29/43

@Toby_Metcalf: RT @GregOrtbach:@BrandonCaudle Agreed - owning up goes a long way - not just for airline industry. #custserv

February 29, 2012, 2:38 am

@JeffreyJKingman: 5. What are the risks faced by airlines in using social for #custserv? #custserv

February 29, 2012, 2:38 am

@JeffreyJKingman: Q5. What are the risks faced by airlines in using social for #custserv? #custserv

February 29, 2012, 2:38 am

@MarshaCollier: RT @JeffreyJKingman: Q5. What are the risks faced by airlines in using social for #custserv?

February 29, 2012, 2:38 am

@Toby_Metcalf: RT @MarshaCollier: Tonights #custserv chat on the airline industry and social media will be archived at

http://t.co/LWaZnGbs#custserv

February 29, 2012, 2:38 am

@mpace101: I think one thing we (as business leaders) also need to recognize, airline margins are not uplifting (pun) #custserv

February 29, 2012, 2:38 am

@CustServGreeter: @JeffreyJKingman: Q5. What are the risks faced by airlines in using social for #custserv? #custserv

February 29, 2012, 2:38 am

@GregOrtbach:@CustServGreeter@Toby_Metcalf-thanks kindly Gents. #CustServ

February 29, 2012, 2:39 am

@flyingwithfish: Q5. What are the risks faced by airlines in using social for #custserv? (inability to keep up with global time zone issues

& staffing)

February 29, 2012, 2:39 am

@BrandonCaudle:@scottmtownsend Thank you. While there is too much to handle without raising the price of flying, the super-user

could provide #custserv

February 29, 2012, 2:39 am

@charlieisaacs:@JeffreyJKingman#custserv A5: risks are that you can't keep up with the load, can't track conversations across

channels, manage SLA's

February 29, 2012, 2:39 am

@MarshaCollier: I support the industry RT @mpace101: One thing we (as business leaders) need to recognize, airline margins are not

uplifting (pun) #custserv

February 29, 2012, 2:39 am

@johnlshea: RT @MarshaCollier: Did you see? @KLM to Offer Seatmate Selection Using LinkedIn profile http://t.co/JnK6GoJ0#custservcc @ScottMTownsend

February 29, 2012, 2:39 am

@oneairspace: Agree! @GregOrtbach: Airline sponsored free #wifi would go a long way - even in exchange for comments/feedback from

passengers. #custserv


30/43

February 29, 2012, 2:39 am

@flyingwithfish: Q5. What are the risks faced by airlines in using social for #custserv? (failure to enable front line SM teams to actually

address issues)

February 29, 2012, 2:39 am

@sanchezjb:@JetBlue What internal orgs do you bring together on a regular basis to discuss #custserv using what you've learn frm

custserv, sm, etc?

February 29, 2012, 2:39 am

@Toby_Metcalf: A5 - ignoring the solutions right in front of them #custserv

February 29, 2012, 2:39 am

@Toby_Metcalf:@JetBlue LOL #custserv

February 29, 2012, 2:39 am

@FrankEliason: Huge issue rt @mpace101 I think one thing we (as business leaders) also need to recognize, airline margins are notuplifting (pun) #custserv

February 29, 2012, 2:40 am

@JeffreyJKingman:@JetBlue Oh thats good.. #weather #custserv

February 29, 2012, 2:40 am

@FrankEliason: RT @JetBlue:@Toby_MetcalfMost common complaint, "Why can't you control the weather?" (I paraphrased that last one

;) ^MJ #custserv

February 29, 2012, 2:40 am

@flyingwithfish: Q5. What are the risks faced by airlines in using social for #custserv? (Lack of defined engagement policy or to strict of

a policy)

February 29, 2012, 2:40 am

@MHJohnston:@JeffreyJKingman Q5 The major risk - people often think a voice equals public pressure and Elite service. #custserv

February 29, 2012, 2:40 am

@tariq_ahmad: A5: Possibly have employee post info they shouldn't post out of anger, or post info that may be insensitive/cruel

#custserv

February 29, 2012, 2:40 am

@jayiaco: A5: Complaints for the sake of complaints keeping them from getting to the real issues. some people are never happy.

#custserv

February 29, 2012, 2:40 am

@BrandonCaudle:@custservgreeter Thanks, Roy. Better late than never. Not a good concept for airlines, though : ) #custserv

February 29, 2012, 2:40 am

@flyingwithfish: Q5. What are the risks faced by airlines in using social for #custserv? (Failure to have all the stakeholders have their

needs met)

February 29, 2012, 2:40 am


31/43

@FrankEliason: RT @mpace101:@FrankEliason@JeffreyJKingman my bet is on culture - attitude is not driven by policies #custserv

February 29, 2012, 2:40 am

@MarshaCollier: How much @jetblue is it to outfit a plane with wifi? Major costs?#custserv

cc @oneairspace@GregOrtbachFebruary 29, 2012, 2:41 am

@MsftMan: RT @FrankEliason The airline industry fascinates me from a #CustServ perspective- Seems Virgin Air does it right ^SB

February 29, 2012, 2:41 am

@mpace101: Would you pay more for better flight service? If so, how much? #custserv

February 29, 2012, 2:41 am

@BillLeinweber: A5: Disparate social media apps of choice by passengers. #custserv

February 29, 2012, 2:41 am

@MarshaCollier:@BrandonCaudle Good to see you - thx for coming #custserv

February 29, 2012, 2:41 am

@lttlewys: RT @mpace101:@FrankEliason@JeffreyJKingman my bet is on culture - attitude is not driven by policies #custserv ~Totally

agree!!

February 29, 2012, 2:41 am

@DSox:@FrankEliason@gregortbach@amazon nI warned them about my user errors, :) but was upset #custserv manager promised

to ship back 2nd kit I..

February 29, 2012, 2:41 am

@charlieisaacs:@mpace101#custserv re: paying more for better service...isn't that business class or 1st class?

February 29, 2012, 2:42 am

@FrankEliason:@mpace101@jeffreyjkingman I agree and wonder of it is a result of how they have been treated (cutbacks, layoffs,

mergers) #CustServ

February 29, 2012, 2:42 am

@gradontripp:@CustServGreeter@JeffreyJKingman A5: Situations can change in progress. A solution that starts out good can turn bad.

Then what? #custserv

February 29, 2012, 2:42 am

@MarshaCollier: I do that now. I mostly get what I pay for: RT @mpace101: Would you pay more for better flight service? If so, how

much? #custserv

February 29, 2012, 2:42 am

@BillLeinweber: RT @jayiaco: A5: Complaints for the sake of complaints keeping them from getting to the real issues. some people are

never happy. #custserv

February 29, 2012, 2:42 am

@Toby_Metcalf:@mpace101 The seat is the most important feature / service to me. #custserv

February 29, 2012, 2:42 am


32/43

@casshallacker:@JeffreyJKingman This level of accessibility is hard + mistakes are easy to make, but with dedication it will revolutionize

flying #custserv

February 29, 2012, 2:42 am

@MHJohnston:@JeffreyJKingman If you only give great service to the social complaints - you reward people for complaining & neglect

the quiet. #custserv

February 29, 2012, 2:42 am

@JeffreyJKingman: Word RT @lttlewys: RT @mpace101:@FrankEliason my bet on culture - attitude is not driven by policies #custserv~Totally agree!! #custserv

February 29, 2012, 2:42 am

@mpace101:@charlieisaacs excellent point #custserv

February 29, 2012, 2:42 am

@AbeGrimes: RT @MarshaCollier "How much @jetblue is it to outfit a plane with wifi? Major costs? #custserv cc @oneairspace" Abe

says fly private

February 29, 2012, 2:42 am

@MsftMan: RT @FrankEliason: I am Frank, Work at Citi formerly @comcastcares, upcoming author of@yourservice (Wiley April, 2012)

#CustServ

February 29, 2012, 2:43 am

@tsbandito:@mpace101 Unfortunately, had such poor air service even when paid a premium, I don't buy the "pay more for better

service" model #custserv

February 29, 2012, 2:43 am

@CustServGreeter:@MsftMan Good evening Steven and thanks for stopping by #custserv

February 29, 2012, 2:43 am

@gradontripp:@tariq_ahmad#custserv That's why there are processes and controls in place to (hopefully!) keep that from happening.

#custserv

February 29, 2012, 2:43 am

@jayiaco: Yes & depends on what I get with packaged services. RT @mpace101: Would you pay more for better flight service? If so, how

much? #custserv

February 29, 2012, 2:43 am

@MarshaCollier:@FrankEliason Without question. As employees it must be tough with budget cuts/layoffs etc. on their heads #CustServ

February 29, 2012, 2:43 am

@ScottMTownsend: Q5: the risks are you hear what the Cust is really thinking. Now you know where the problem(s) are. #custserv

February 29, 2012, 2:43 am

@JetBlue:@MarshaCollier For us, the limitation is time and testing of our upcoming service. #custserv

February 29, 2012, 2:43 am


33/43

@GregOrtbach: This RT @MHJohnston If you only give great service to the social complaints- you reward people for complaining &

neglect the quiet #CustServ

February 29, 2012, 2:43 am

@CustServGreeter:@DSox I think I missed you earlier, Dave - nice to see you. #custserv

February 29, 2012, 2:43 am

@FrankEliason: The conversations r happening with or without the airlines being part of it. At least when they are here it send message

they care #CustServ

February 29, 2012, 2:43 am

@JeffreyJKingman:@MHJohnston True - like restaurant industry: 25% love it, 50% dont say a word, 25% vocal complaint #custserv

February 29, 2012, 2:44 am

@flyingwithfish: RT @MarshaCollier: How much @jetblue is it to outfit a plane with wifi? Major costs? #custserv (Roughly US$110,000

per aircraft) #avgeek

February 29, 2012, 2:44 am

@charlieisaacs: I agree with @mpace101 -- it is almost the Maslow Airline Hierarchy of Needs: Safety, Security, Comfort, a Lavatory :)

#custserv

February 29, 2012, 2:44 am

@gradontripp: Yep. RT @mpace101: A5: Risks for airlines & social: 1. security 2. security 3. security 4. same as every other company

#custserv

February 29, 2012, 2:44 am

@GregOrtbach:@KeithCRogers Thanks so much for the #custserv RT

February 29, 2012, 2:44 am

@MarshaCollier: Q6. Should airports and TSA be using social media for #custserv?

February 29, 2012, 2:44 am

@BrandonCaudle:@marshacollier Thank you, this flight is terrific! #custserv

February 29, 2012, 2:44 am

@mpace101:@FrankEliason in the land of yearly mergers, culture is almost impossible to ingrain - would need to be massive band aide

rip #custserv

February 29, 2012, 2:44 am

@socialcustomers: Choosing Sides: Enterprise 2.0 and social CRM: Choosing sides http://t.co/QoVhFGbA#custservhttp://t.co/oCFYEqxj#SRM http://t.co/wE32txxa

February 29, 2012, 2:45 am

@MarshaCollier: RT @JeffreyJKingman:@MHJohnston True - like restaurant industry: 25% love it, 50% dont say a word, 25% vocal

complaint #custserv

February 29, 2012, 2:45 am

@gradontripp:@mpace101 Airlines need to stop their race to the bottom, but that's for another chat. :) #custserv

February 29, 2012, 2:45 am


34/43

@flyingwithfish: RT @MarshaCollier: How much @jetblue is it to outfit a plane with wifi? Major costs? #custserv (Major cost to aircraft is

antenna & labour)

February 29, 2012, 2:45 am

@JeffreyJKingman: RT @casshallacker This level of accessibility is hard + mistakes are easy to make, but with dedication will

revolutionize flying #custserv

February 29, 2012, 2:45 am

@tariq_ahmad: A6: That would be a great idea. Could give updates on security lines, airport traffic, etc #custserv

February 29, 2012, 2:45 am

@JeffreyJKingman: RT @MarshaCollier: Q6. Should airports and TSA be using social media for #custserv? #custserv

February 29, 2012, 2:45 am

@flyingwithfish: Q6. Should airports and TSA be using social media for #custserv? (TSA actually does a pretty good job & airports need

to use it more)

February 29, 2012, 2:45 am

@JetBlue:@FrankEliason We not only genuinely care, but hearing what our customers are saying is really valuable for us. ^LM

#custserv

February 29, 2012, 2:46 am

@Toby_Metcalf: Sorry to dash early, thank you all @Greg Ortbach @CustServGreeter@gradontripp@JetBlue@casshallacker

@TonyaHallRadio#custserv

February 29, 2012, 2:46 am

@XDstrategy: RT @charlieisaacs: I agree with @mpace101 -- it is almost the Maslow Airline Hierarchy of Needs: Safety, Security,

Comfort, a Lav #custserv

February 29, 2012, 2:46 am

@jayiaco:@prosperitygal I agree but most companies act like giving anything regardless of cost is like taking their first born. #custserv

February 29, 2012, 2:46 am

@mpace101:@gradontripp agree and I wonder if we are a little spoiled with our #firstworldproblems #custserv

February 29, 2012, 2:46 am

@flyingwithfish: Q6. Should airports and TSA be using social media for #custserv? (Airports such as @CAKAIrport,@HIAairport &

@BostonLogan do it well)

February 29, 2012, 2:46 am

@ScottMTownsend:@MarshaCollier q5: yes they should...update airport changes, new regs with TSA #custserv

February 29, 2012, 2:46 am

@CustServGreeter: @MarshaCollier: Q6. Should airports and TSA be using social media for #custserv?

February 29, 2012, 2:46 am

@jeffmarmins: RT @frankeliason@JetBlue@MarshaCollier A4 Sometimes it's not as easy as straight policy, you have to be flexible and


35/43

.

February 29, 2012, 2:46 am

@FrankEliason:@MarshaCollier speaking @tsa would open a big can of worms #custserv. They need better feedback channels

February 29, 2012, 2:46 am

@BrandonCaudle:@gregortbach@MHJohnston how to reward the quiet, but "good" customers? Perks, a la the gamification strategy

bandying around? #CustServ

February 29, 2012, 2:46 am

@flyingwithfish: Q6. Should airports and TSA be using social media for #custserv? (Airports often have better B2B engagement thanairlines.)

February 29, 2012, 2:46 am

@casshallacker: RT @JeffreyJKingman:@MHJohnston True - like restaurant industry: 25% love it, 50% dont say a word, 25% vocal

complaint #custserv

February 29, 2012, 2:46 am

@CustServGreeter:@Toby_MetcalfSee you, Toby! #custserv

February 29, 2012, 2:46 am

@MarshaCollier: I agree - tweet long TSA times (ever flown out of MCO?) RT @tariq_ahmad: A6: Could give updates on security lines,

airport traffic #custserv

February 29, 2012, 2:46 am

@charlieisaacs: I would add more to the #custserv airline chat but I don't want to "hijack" the good dialogue going on haha I'm so

funny

February 29, 2012, 2:47 am

@MarshaCollier: BAM! RT @FrankEliason:@MarshaCollier speaking @tsa would open a big can of worms #custserv. They need better

feedback channels

February 29, 2012, 2:47 am

@flyingwithfish: Q6. Should airports and TSA be using social media for #custserv? (TSA cannot tweet security lane times, totally

impractical)

February 29, 2012, 2:47 am

@gradontripp:@MarshaCollier Both @Flack4RIC &@bostonLogan are great. The TSA could start by listening. :) #custserv

February 29, 2012, 2:47 am

@GregOrtbach: Nice to see you again - have a great evening @Toby_Metcalf#custserv

February 29, 2012, 2:47 am

@ScottMTownsend: TSA and Airport provide info that helps us in your home. #custserv

February 29, 2012, 2:47 am

@GregOrtbach: #Transparency = Imagine a tweet cloud or tweetdeck screen right beside the boarding screen to publicly gauge

#CustServ

February 29, 2012, 2:47 am


36/43

@mpace101: A6: Should TSA/Airports use SoMe: social media networks are a tool - if the screwdriver fits the slot #custserv

February 29, 2012, 2:48 am

@XDstrategy: RT @brandoncaudle:@GregOrtbach@MHJohnston how to reward the quiet, but "good" customers? Perks, a la the

gamification strategy? #CustServ

February 29, 2012, 2:48 am

@gradontripp: RT @GregOrtbach: #Transparency = Imagine a tweet cloud or tweetdeck screen right beside the boarding screen to

publicly gauge #CustServ

February 29, 2012, 2:48 am

@tariq_ahmad:@MarshaCollier I haven't flown out of there, but I've heard stories haha #custserv

February 29, 2012, 2:48 am

@BillLeinweber: A6: Let's let TSA stay focused on our security but airports can certainly keep us updated better via social media.

#custserv

February 29, 2012, 2:48 am

@MarshaCollier: TY for Twitter handles RT @gradontripp Both @Flack4RIC &@bostonLogan are great. The TSA could start by listening. :)

#custserv

February 29, 2012, 2:48 am

@JeffreyJKingman: Do you get placed on zero fly with @tsa if you tweet them a complaint? #custserv

February 29, 2012, 2:48 am

@MarkOrlan: RT @GregOrtbach: #Transparency = Imagine a tweet cloud or tweetdeck screen right beside the boarding screen to

publicly gauge #CustServ

February 29, 2012, 2:48 am

@casshallacker:@MarshaCollier I feel like this gets tricky #custserv, because it deals with mostly private info right? In some cases

maybe?

February 29, 2012, 2:48 am

@BrandonCaudle: Am I missing part of the conversation? Why are airlines not using Soc Med as just another channel to send info?

#custserv #integration

February 29, 2012, 2:48 am

@JetBlue:@MarshaCollier Q6 Many great airports (or reps) are already out there talking to their customers: @BostonLogan

@Flack4RIC... ^MJ #custserv

February 29, 2012, 2:48 am

@Tina_Kelleher:@JetBlue More interestingly, why does the #DOT mandate your #social #custserv policies? Engaging w/ tweeps is a

good thing! (esp. :-/ ones)

February 29, 2012, 2:48 am

@flyingwithfish: The @TSA twitter feed is weak, but @TSAblogTeam and now regionalized TSA Twitterstreams are doing a better job

#custserv?

February 29, 2012, 2:48 am


37/43

@CustServGreeter: List of airline twitter accounts: http://t.co/Q8burXY3#custserv

February 29, 2012, 2:48 am

@MarshaCollier: Good point! RT @BrandonCaudle: Why are airlines not using Soc Med as just another channel to send info? #custserv#integration

February 29, 2012, 2:49 am

@gradontripp: RT @CustServGreeter: List of airline twitter accounts: http://t.co/L76aj06L#custserv

February 29, 2012, 2:49 am

@BillLeinweber: #CVG (Cincinnati) just announced free WiFi is coming. That's a great #custserv move.

February 29, 2012, 2:49 am

@CustServGreeter:@Tina_Kelleher Hi, Tina -thanks for coming by! #custserv

February 29, 2012, 2:49 am

@JeffreyJKingman: RT @CustServGreeter: List of airline twitter accounts: http://t.co/O15eWV8h#custserv

February 29, 2012, 2:49 am

@FrankEliason:@MarshaCollier I can't fit my 1 issue in a tweet but employee could not think through situation so inconvenienced about

100 people #CustServ

February 29, 2012, 2:50 am

@ScottMTownsend: The more nichey the info the better it serves it's customers (TSA, Airport). #custserv

February 29, 2012, 2:50 am

@sanchezjb: A6 #Custserv is probably a lower tier priority for TSA, therefore their use of social media is not primarily focused on

custserv.February 29, 2012, 2:50 am

@flyingwithfish: .@MarshaCollier TSA has multiple internal listening issues & I've been covering the agency since Nov 19 2001 so I know

it well #custserv

February 29, 2012, 2:50 am

@charlieisaacs: The @TSA Twitter feed would be better if they poked fun at all of us passengers. Well maybe not so much #custserv

February 29, 2012, 2:50 am

@MarshaCollier: LOL @LAX_Official has an account, but they rarely listen or respond - should be the point of the account, yes?

#custserv #fail

February 29, 2012, 2:50 am

@jayiaco: q6: every business should use as many means of communication possible in alleviating customer stress & dissatisfaction.

#custserv

February 29, 2012, 2:50 am

@JeffreyJKingman:@BillLeinweber Wtheck up with O'Hare? No free wifi? St. Louis? Both because of City Management leases? #custserv

February 29, 2012, 2:50 am


38/43

@MarshaCollier:@charlieisaacs YOU are on a roll #custserv

February 29, 2012, 2:50 am

@casshallacker: RT @JeffreyJKingman: RT @CustServGreeter: List of airline twitter accounts: http://t.co/O15eWV8h#custserv

February 29, 2012, 2:50 am

@bryancarguy: Ha! #specialsearch at least RT @JeffreyJKingman: Do you get placed on zero fly with @tsa if you tweet them a

complaint? #custserv

February 29, 2012, 2:50 am

@flyingwithfish: .@MarshaCollier Many airlines see social media as a one or two dimensional channel. They have not pushed in new

directions yet. #custserv?

February 29, 2012, 2:51 am

@CustServGreeter:@kheavey Hi, Kim! Thanks for coming by the chat! #custserv

February 29, 2012, 2:51 am

@MarshaCollier:@kheavey Exactly - without taking actions, "listening" for #custserv issues is a waste

February 29, 2012, 2:51 am

@CustServGreeter:@bryancarguy Hello, Bryan - thanks for stopping in. #custserv

February 29, 2012, 2:51 am

@JeffreyJKingman: Q7. What about baggage handlers - should they tweet? Pilots? Flight attendants? Ticket agents? #custserv

#custserv

February 29, 2012, 2:51 am

@prosperitygal:@jayiaco sounds like an opportunity RIPE for the plucking #custserv

February 29, 2012, 2:51 am

@MarshaCollier: RT @JeffreyJKingman: Q7. What about baggage handlers - should they tweet? Pilots? Flight attendants? Ticket agents?

#custserv#custserv

February 29, 2012, 2:51 am

@JetBlue:@BrandonCaudle It's all the same. Engagement builds the trust needed to request help spreading messages:

alerts/promotions/ideas#custserv

February 29, 2012, 2:51 am

@GregOrtbach: Thanks so much for the #custserv RTs @jeffreyjkingman@markorlan@gradontripp@KeithCRogers#CustServ

February 29, 2012, 2:51 am

@FrankEliason: RT @MarshaCollier:@kheavey Exactly - without taking actions, "listening" for #custserv issues is a waste

February 29, 2012, 2:52 am

@CustServGreeter: @JeffreyJKingman: Q7. What about baggage handlers - should they tweet? Pilots? Flight attendants? Ticket agents?

#custserv

February 29, 2012, 2:52 am


39/43

@ScottMTownsend: For airports, airlines and TSA, someone has to be at the mike with headphones on ready to listen, respond and react

#custserv

February 29, 2012, 2:52 am

@MelissaBuonanno: Like it! RT @MarshaCollier If I were an airline #custserv, I'd be watching tweets from other carrier's flyers to see

where the openings are

February 29, 2012, 2:52 am

@flyingwithfish: A7: Airlines should integrate their staff from the top down into #SMtravel on various levels. #custserv

February 29, 2012, 2:52 am

@lttlewys: The @TSA has enough issues, not sure that Social Media could even begin to fix them or the way they are perceived!!

#custserv

February 29, 2012, 2:52 am

@ImMarkBernhardt:@MarshaCollier Many users log into Twitter as spectators. Many brands login as broadcasters. Need to emphasize

"social." #custserv #fail

February 29, 2012, 2:52 am

@bryancarguy: #helpful RT @CustServGreeter: List of airline twitter accounts: http://t.co/2WUqhvnG#custserv

February 29, 2012, 2:52 am

@gradontripp: RT @kheavey: Airports and TSA should use social media for #custserv only if they truly can respond appropriately &

resolve issues #custserv

February 29, 2012, 2:52 am

@tsbandito:@CustServGreeter I may be old school, but I want to believe my pilots are flying, not tweeting ;) #custserv

February 29, 2012, 2:53 am

@MarshaCollier:#custserv bio? MT @MarkMiller30:My favorite part is @LAX_Official "reserves the right to remove any comments for

any reason."

February 29, 2012, 2:53 am

@kheavey:@JeffreyJKingman airports would need a crash course in social media first to make sure they were responding appropriately

#custserv

February 29, 2012, 2:53 am

@MarkOrlan: A7. Why not have all the "experience enablers" tweeting? as long as they can respond effectively #custserv

February 29, 2012, 2:53 am

@tsbandito:@CustServGreeter but a follow-a-week-of might be nice #custserv

February 29, 2012, 2:53 am

@jayiaco: Each dept should. @JeffreyJKingman: Q7. What about baggage handlers - should they tweet? Pilots? Flight attendants? Ticket

agents? #custserv

February 29, 2012, 2:53 am


40/43

@CustServGreeter: A7 - Lost baggage tweets might work. Would rather have flt crew flying plane, though. :) #custserv

February 29, 2012, 2:53 am

@JeffreyJKingman:@lttlewys "Miss, come w/us. #patdown We recorded your tweet on 2/28 at 21:53 ET regarding our #custserv"

#custserv

February 29, 2012, 2:54 am

@mpace101: A7: should ALL airline staff use SoMe? - yes, if it can cut costs, make for better exp., improve safety - right tool for job?

#custserv

February 29, 2012, 2:54 am

@flyingwithfish: A7: I'm engaged in developing a potential internal mobile SM solution for enhancing real-time airline ops comms into one

channel #custserv

February 29, 2012, 2:54 am

@pocojuan:@JeffreyJKingman would you rather hav your baggage arrive when you do or a tweet pilots hav planes to fly esp @ takeoff &

landing #custserv

February 29, 2012, 2:54 am

@CustServGreeter:@tsbandito Oh - me too. Just what I said. #custserv

February 29, 2012, 2:54 am

@ScottMTownsend:@JeffreyJKingman@MarshaCollier Q7: no. One person needs to be quarterbacking the experience of that flight

#custserv

February 29, 2012, 2:54 am

@MarshaCollier:@ImMarkBernhardt As @FrankEliason might testify social commerce/social business/social media - musts for 21st

century brands #custserv

February 29, 2012, 2:54 am

@CustServGreeter:@pocojuan Hello, Jon! Thanks for coming by. #custserv

February 29, 2012, 2:54 am

@BillLeinweber: I'd rather pilots, flight attendants, ticket agents make sure plane is flying, doors are latched, landings=takeoffs, put

phone dwn #custserv

February 29, 2012, 2:54 am

@bryancarguy:@ImMarkBernhardt@MarshaCollier broadcasting without interaction is pointless. Have that now with flight boards.

#CustServ

February 29, 2012, 2:55 am

@RoyAtkinson: Continue this chat topic in the #CustServ Exchange LinkedIn Group http://t.co/sKBDjPPs

February 29, 2012, 2:55 am

@kheavey:@MarshaCollier exactly! If they don't listen/respond they just raise negative #custserv and would be better off not in

#socmedia

February 29, 2012, 2:55 am

@FrankEliason: I do want to thank all airline, TSA and airport employees who are dedicated to #custserv You are appreciated & we

know your job is tough!
http://twitter.com/jeffreyjkingman


41/43

February 29, 2012, 2:55 am

@DSox:@T_T_Graham@frankeliason nnThat was user error, @amazon has a really nice & caring #custserv team, just bad process for

broken part in kit.

February 29, 2012, 2:55 am

@MarshaCollier: Tonight's #custserv chat transcript clock goes off at 6pPT, chat will be archived tomorrow here: http://t.co/rL1RnujR

February 29, 2012, 2:55 am

@bryancarguy: Guerilla marketing? RT @MelissaBuonanno: Like it! RT @MarshaCollier If I were an airline #custserv, (cont)

http://t.co/VUTCbY0r

February 29, 2012, 2:55 am

@JetBlue:@JeffreyJKingman Q7 MANY crewmembers tweet from personal accounts, but when they're in front of a customer, we want

them present #custserv

February 29, 2012, 2:55 am

@tsbandito:@CustServGreeter yeah, even if it is just a silly perception/optics thing, let them fly :) #custserv

February 29, 2012, 2:55 am

@JeffreyJKingman: Continue this chat topic in the #CustServ Exchange LinkedIn Group http://t.co/pF1i9vtc#custserv

February 29, 2012, 2:55 am

@CustServGreeter: Special thanks to @JetBlue for joining the chat this evening #custserv

February 29, 2012, 2:56 am

@GregOrtbach: Was thinking that too - or arrival time/temperature. RT @JeffreyJKingman:@jetblue auto-tweeting moment of takeoff

and landing? #CustServ

February 29, 2012, 2:56 am

@MarshaCollier: I am sorry if I haven't kept up with responses - you all contributed so much to tonight's #custserv chat Thank you

February 29, 2012, 2:56 am

@JeffreyJKingman: RT @CustServGreeter: Special thanks to @JetBlue for joining the chat this evening #custserv

February 29, 2012, 2:56 am

@BillLeinweber:@JeffreyJKingman "city management" and #custserv usually mutually exclusive. :)

February 29, 2012, 2:56 am

@tsbandito:@FrankEliason tough, and don't forget, many of those #TSA folks make dreadful wages! #custserv

February 29, 2012, 2:56 am

@FrankEliason: A special thank u to the United flight crew who landed in Newark without landing gear keeping everyone safe! We knowthe #CustServ priority

February 29, 2012, 2:57 am

@BrandonCaudle:@jetblue Yep, we're on the cusp, we'll see who differentiates themselves by engagement. To them the market share


42/43

will flock #custserv #yoda

February 29, 2012, 2:57 am

@gradontripp: YES! RT @JetBlue: Q7 MANY crewmembers tweet from personal accounts, but when they're in front of a customer, we

want them present #custserv

February 29, 2012, 2:57 am

@bryancarguy: Co-x RT @CustServGreeter: Special thanks to @JetBlue for joining the chat this evening #custserv

February 29, 2012, 2:57 am

@JeffreyJKingman: Dynamic chat tonight. Airline is a tough, and logistically uber-challenged industry. Dont know how they do it.

#custserv

February 29, 2012, 2:57 am

@GregOrtbach: Well said. RT @FrankEliason: A special thank u to the United flight crew who landed safely in Newark without landing

gear #CustServ

February 29, 2012, 2:58 am

@MarshaCollier: TY for joining in RT @JetBlue:We also have quite a few leadership & crewmembers public facing (transparency:

@JetBlue/Crewmembers#custserv

February 29, 2012, 2:58 am

@CustServGreeter: @JetBlue: @JeffreyJKingman We also have quite a few leadership & crewmembers public facing (transparency:

@JetBlue/Crewmembers ) #custserv

February 29, 2012, 2:58 am

@DSox:@CustServGreeter I was not here whole time :). Walking dogs on iPhone not best way to participate. But I will be on more often!

#custserv

February 29, 2012, 2:58 am

@LaneSutton: . @lisaallenbrown manages @bostonlogan's Twitter presence well answering Qs, engaging, trivia, & news. cc

@MarshaCollier#custserv

February 29, 2012, 2:58 am

@BillLeinweber: RT @JeffreyJKingman:@jetblue Any thoughts on airplanes auto-tweeting moment of takeoff and landing? #custserv

February 29, 2012, 2:58 am

@JeffreyJKingman: RT @jayiaco:@JeffreyJKingman@JetBlue hashtag the flight number and gate arrival estimate? #custserv

February 29, 2012, 2:59 am

@GregOrtbach: Thanks everyone - one of my weekly highlights is learning from your expertise and commitment to #CustServ

February 29, 2012, 2:59 am

@JetBlue:@CustServGreeter Thanks for having us! Customer Service is one of our favorite topics! #custserv

February 29, 2012, 2:59 am

@MarkOrlan: RT @charlieisaacs: thanks @MarshaCollier@CustServGreeter#custserv@FrankEliason that was great!

February 29, 2012, 2:59 am


43/43

Sponsored by: Nashville Marketing Consultants Powered by: twitter Copyright 2012 TweetReports Sign up for a free 7-day trial

@MarshaCollier: Thank you to co-founder of#custserv@JeffreyJKingman for sticking with this chat for a few years!

February 29, 2012, 2:59 am

@gradontripp:@JeffreyJKingman I can imagine the security freakout that would occur over that suggestion. :)#custserv

February 29, 2012, 2:59 am

@CustServGreeter:@LaneSutton Hi.Lane - Thanks for coming by! - Good info. #custserv

February 29, 2012, 2:59 am

@BrandonCaudle: re: auto-tweeting moment of takeoff and landing - could be integrated.... #custserv@billleinweber:

@JeffreyJKingman@JetBlue

February 29, 2012, 2:59 am

how can social media revolutionize airline industry customer service?

Documents