How Can Social Media Revolutionize Airline Industry Customer Service?

#custserv
2012-02-28 : 9-10pm EST 587 Twitter search results 76 contributors 148 retweets 254 @replies 0 links
@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 at http://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 #custserv http://t.co/vEgVTXQQ
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
@BillLeinweber: How about getting instant updates about your flight, seats, boarding etc? #custserv
@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
February 29, 2012, 2:06 am
February 29, 2012, 2:06 am
@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
@GregOrtbach: Hello Louise! RT @LovelyLu: Love it ;-) RT @MarshaCollier: @LovelyLu Hot nuts - the only way to go! #airlinehumor
@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 at http://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
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 #custserv http://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
@catykobe: So awesome that @jetblue is braving tonight's #custserv topic: airlines, social media & customer service
@catykobe: So awesome that @jetblue is braving tonight's #custserv topic: airlines, social media & 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. Have a good one guys!
Have a good 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 < Agree!
February 29, 2012, 2:11 am
@gradontripp: @MarshaCollier Personally, no. But I know several people that have. #custserv
February 29, 2012, 2:11 am
@MarshaCollier: @catykobe I invited @SouthwestAir @JetBlue and others - I wonder who is lurking #custserv
February 29, 2012, 2:11 am
@GregOrtbach: @action_jay Nice to see you Jay. For the time being, baby can board for free #custserv
February 29, 2012, 2:11 am
@CustServGreeter: @action_jay Say hi to #action_baby and provide Zappos bottle please. #custserv
February 29, 2012, 2:11 am
@jayiaco: not surprised. RT @MarshaCollier: lost my tablet on @AmericanAir - they found it in an unrelated city 3 days later and returned it #custserv
February 29, 2012, 2:11 am
@lttlewys: RT @gregortbach: @catykobe Nice to see you Caty. #CustServ ~Evening folks!!
February 29, 2012, 2:11 am
@MarshaCollier: @gradontripp Care to relate any successes? failures? #custserv

February 29, 2012, 2:11 am
@JeffreyJKingman: brb #custserv

February 29, 2012, 2:11 am
@CustServGreeter: @jayiaco Hello, Jason and welcome. #custserv

February 29, 2012, 2:11 am
@CustServGreeter: @lttlewys Hello, Brandie! #custserv

February 29, 2012, 2:12 am
@MarshaCollier: @jayiaco I was impressed as to their caring and follow up. I was hysterical #custserv
February 29, 2012, 2:12 am
@GregOrtbach: How do you do Brandie? :) RT @lttlewys: RT @gregortbach: @catykobe Nice to see you Caty. #CustServ ~Evening folks!! #CustServ
February 29, 2012, 2:12 am
@catykobe: @GregOrtbach Thanks! Nice to see you too! #custserv

February 29, 2012, 2:12 am
@mjayliebs: RT @BrianVellmure: Cues, Signals and Understanding by @mjayliebs http://t.co/thEtoOD1 #scrm #custserv #acinsights | Thx
February 29, 2012, 2:12 am
@catykobe: @CustServGreeter Thank you Roy! #custserv

February 29, 2012, 2:12 am
@prosperitygal: @MarshaCollier US AIr #custserv

February 29, 2012, 2:12 am
@FrankEliason: @CustServGreeter always good to see you. I wish Walmart understood the power of a greeter #custserv
February 29, 2012, 2:12 am
@BillLeinweber: Kudos to JebBlue for sitting in. You've changed airline travel. #custserv
February 29, 2012, 2:12 am
@JetBlue: @MarshaCollier Q1 We like helping customers through social, but consider ourselves information booth more than customer service. #custserv
February 29, 2012, 2:12 am
@mpace101: Sorry so late, has Q1 been posed?n #custserv

February 29, 2012, 2:12 am
@casshallacker: @MarshaCollier Not yet #Custserv

February 29, 2012, 2:13 am
@GregOrtbach: @mjayliebs Great to see you Mitch. #CustServ

February 29, 2012, 2:13 am
@jayiaco: I've always found @jetblue #custserv and customer experience to be above the competition.
February 29, 2012, 2:13 am
@MarshaCollier: @JetBlue How so - do you interact with customers on a personal level as well? #custserv
February 29, 2012, 2:13 am
@FrankEliason: @jayiaco that was good to see #CustServ @marshacollier @americanair

February 29, 2012, 2:13 am
@lttlewys: @gregortbach Fantabolistic, Thanks!! @catykobe #custserv

February 29, 2012, 2:13 am
@GregOrtbach: Glad you're both here @mpace101 @Toby_Metcalfn #CustServ

February 29, 2012, 2:13 am
@CustServGreeter: @Toby_Metcalf Toby! Welcome. #custserv
February 29, 2012, 2:13 am
@Toby_Metcalf: @CustServGreeter what are we up to tonight sir?n #custserv

February 29, 2012, 2:13 am
@BillLeinweber: RT @jayiaco: I've always found @jetblue #custserv and customer experience to be above the competition.
February 29, 2012, 2:13 am
@prosperitygal: RT @sanchezjb: Attention all passengers: You are encouraged you to use your electronic devices for this #custserv flight. * HAHAHAHAH
February 29, 2012, 2:13 am
@MarshaCollier: Q2. Which airlines do you feel use social most effectively for #custserv?
February 29, 2012, 2:14 am
@Celeb_Leak: RT @MarshaCollier: @JetBlue How so - do you interact with customers on a personal level as well? #custserv http://t.co/25ld6CFf
February 29, 2012, 2:14 am
@catykobe: @MarshaCollier Very cool! Would love it if @virginamerica would hop in. Their social media presence rocks! #custserv
February 29, 2012, 2:14 am
@CustServGreeter: @FrankEliason Ha! They need snazzy bow ties. Makes all the difference. #custserv
February 29, 2012, 2:14 am
@casshallacker: RT @MarshaCollier: Author of the Online Customer Service Guide (wiley2011) and a plethora of small business books #custserv
February 29, 2012, 2:14 am
@MarshaCollier: @Toby_Metcalf "How can social media revolutionize airline industry" #custserv
February 29, 2012, 2:14 am
@prosperitygal: @JetBlue what is a frustration from your side of the table to deliver good>>> #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
@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 response
February 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
@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_Metcalf Thanks 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
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
@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 <-- Yes! #custserv
February 29, 2012, 2:19 am
@charlieisaacs: @CustServGreeter #custserv thanks, and right back at you, it looks like I replied to Frank's tweet and ended up in the middle of a tweet-up
February 29, 2012, 2:20 am
@mpace101: +1 RT @ImMarkBernhardt: A2: Good 2C @JetBlue #custserv mentioned favorably, too. Extra credit for showing up to the chat tonight #custserv
February 29, 2012, 2:20 am
@CustServGreeter: @RSConsults Good evening Robert - welcome! #custserv

February 29, 2012, 2:20 am
@GraceSimms: @MarshaCollier I think @SouthwestAir does. #custserv

February 29, 2012, 2:20 am
@BillLeinweber: True but I spent ton of time sitting at gate, sitting on plane at gate, before push back. #custserv
February 29, 2012, 2:20 am
@Toby_Metcalf: Good point @BillLeinweber - real-time updates are what travelers hunger for. #custserv
February 29, 2012, 2:20 am
@JetBlue: @ImMarkBernhardt *bow* Thank you very much #custserv

February 29, 2012, 2:20 am
@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_Metcalf Absolutely! @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 ALL crewmembers.
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
@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 #CustServ // #SocBizBuzz
February 29, 2012, 2:21 am
@SocialNicheBuzz: RT @frankeliason: @MarshaCollier I think social is forcing a change with airlines through other interaction points #CustServ // #SocBizBuzz
February 29, 2012, 2:21 am
@SocialWorldBuzz: RT @frankeliason: @MarshaCollier I think social is forcing a change with airlines through other interaction points #CustServ // #SocBizBuzz
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_Metcalf No 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_metcalf A G+ hangout would be great if there was a major storm or other multi-flight issue. #custserv
February 29, 2012, 2:22 am
@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? @MarshaCollier
February 29, 2012, 2:22 am
@SocialNicheBuzz: 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
@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 #custserv
February 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
February 29, 2012, 2:23 am
@BillLeinweber: I've never had a customer service issue that could be resolved in 140 characters. How about if you just call me, @jetblue (agreed) #custserv
February 29, 2012, 2:23 am
@megtripp: RT @gradontripp: @toby_metcalf A G+ hangout would be great if there was a major storm or other multi-flight issue. #custserv
February 29, 2012, 2:23 am
@CustServGreeter: @mpace101 Hello, Mike - welcome! #custserv

February 29, 2012, 2:23 am
@Toby_Metcalf: @gradontripp Even for a fact-finding mission. What do we do well? Where can we improve? #custserv
February 29, 2012, 2:23 am
@charlieisaacs: Important for airlines - treat your top tier customers specially, have SLA's across all channels to deal with them #Custserv
February 29, 2012, 2:23 am
@MarshaCollier: Nasty variables! MT @charlieisaacs When you are an airline, many things out of your control, you are bound to piss people off... #custserv
February 29, 2012, 2:23 am
@CustServGreeter: @megtripp Hi, Meg -welcome! #custserv

February 29, 2012, 2:23 am
@ImMarkBernhardt: A3: Attributes? Well, as with phone/email/etc., #custserv response is important. Start with acknowledgement, if resolution takes time.
February 29, 2012, 2:23 am
@FrankEliason: @MarshaCollier @jeffreyjkingman human, caring, empathetic #custserv but isn't that just good social communication?
February 29, 2012, 2:23 am
@tariq_ahmad: @CustServGreeter Evening Roy! Great to see you? Hope you are well #custserv
February 29, 2012, 2:23 am
@mpace101: @CustServGreeter Hola Roy #custserv

February 29, 2012, 2:24 am
@JetBlue: @LovelyLu That's exactly what we're going for! What you get through social should be the same as what you get through social. ^LM #custserv
February 29, 2012, 2:24 am
@jayiaco: @MarshaCollier that was the short version. it took over two weeks of formal complaints & had to spend $900 on suitable clothes. #custserv
February 29, 2012, 2:24 am
@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
@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
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
@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
@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 (#<airline>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
@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 (#<airline>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 (#<airline>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
@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 giving options #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
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 scalable. ^LM #custserv
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
@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 scalable. ^LM #custserv
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
@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
@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 #custserv cc @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
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 not uplifting (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_Metcalf Most 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
@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 @GregOrtbach
February 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
@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
@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 #custserv http://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
@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 listen. #custserv
listen. #custserv
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 than airlines.)
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_Metcalf See 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
@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
@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
@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
@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
@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!
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 know the #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
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
@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
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#custserv

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

@LovelyLu: @CustServGreeter Good evening Roy #custserv

@ImMarkBernhardt: Good evening, all! #custserv

@CustServGreeter: A fine good evening all! #custserv

@CustServGreeter: @LovelyLu Hi, Lu! #custserv

February 29, 2012, 2:02 am

@MarshaCollier: Introductions, please? #custserv

@MHJohnston: @MarshaCollier Thanks! #custservn #custserv

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

@MarshaCollier: @MHJohnston Good to see you #custserv

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

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

@CustServGreeter: @GregOrtbach Hi there Greg! #custserv

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

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

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

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

February 29, 2012, 2:06 am

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

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

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

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

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

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

@CustServGreeter: @FrankEliason Good evening Frank! #custserv

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

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

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

@MarshaCollier: @prosperitygal Which airline? #custserv

February 29, 2012, 2:08 am

@prosperitygal: Hey Frank @frankeliason #custserv

@MarshaCollier: @FrankEliason Venting is good #CustServ

@CustServGreeter: @prosperitygal Good evening Michelle! #custserv

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

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

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

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

@FrankEliason: @prosperitygal hi Michele #CustServ

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

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

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

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

Have a good one guys!

@MarshaCollier: @gradontripp Care to relate any successes? failures? #custserv

@JeffreyJKingman: brb #custserv

@CustServGreeter: @jayiaco Hello, Jason and welcome. #custserv

@CustServGreeter: @lttlewys Hello, Brandie! #custserv

@catykobe: @GregOrtbach Thanks! Nice to see you too! #custserv

@catykobe: @CustServGreeter Thank you Roy! #custserv

@prosperitygal: @MarshaCollier US AIr #custserv

@mpace101: Sorry so late, has Q1 been posed?n #custserv

@casshallacker: @MarshaCollier Not yet #Custserv

@GregOrtbach: @mjayliebs Great to see you Mitch. #CustServ

@FrankEliason: @jayiaco that was good to see #CustServ @marshacollier @americanair

@lttlewys: @gregortbach Fantabolistic, Thanks!! @catykobe #custserv

@GregOrtbach: Glad you're both here @mpace101 @Toby_Metcalfn #CustServ

@CustServGreeter: @Toby_Metcalf Toby! Welcome. #custserv

February 29, 2012, 2:13 am

@Toby_Metcalf: @CustServGreeter what are we up to tonight sir?n #custserv

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

@Toby_Metcalf: @MarshaCollier thank you! #custserv

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

@MHJohnston: @MarshaCollier Q2 cough n #custserv

@JetBlue: @ImMarkBernhardt bow Thank you very much #custserv