Customer service through social media - a travel example...
October 7, 2008
Marketing type Ben McConnell has posted some stats on consumers, companies and social media.
They indicate that 43% of Americans think companies should use social networks to solve customers' problems.
And as it happens, I can offer a recent example of a travel brand doing it.
It comes from the lastminute.com twitter feed, which started a largely sceptical discussion on Travolution at launch. Looks like it's bedding in.
So here's lastminute.com responding to PaulWalsh's tweet about problems for users in Ireland; and here's PaulWalsh being grateful.
See? The system works...
Nathan Midgley
