The recent disruption of air travel caused by the Icelandic volcano created opportunities for airlines to communicate with customers in new ways using social media. Traditional avenues such as call centres and websites could not meet demand nor get up-to-the-minute details out to customers quickly. Find out which airlines led the way in keeping their customers informed as events occurred.
August 21st, 2010 at 7:10 pm
Thinking out of the box is essential for reaching customers these days. These airlines did it right. They saw a need and they went above and beyond to keep their customer experience high in the face of adversity. As this article suggests (http://www.upyourservice.com/learning-library/customer-service-innovation/how-to-stand-out-from-the-crowd), these airlines took a leadership role and stood out from their competition. Hats off to them!