This week’s top story was Janice Hough’s first-person account about the power of social media.
Have companies stopped listening to us online?
If you haven’t seen the stories about the “miracle” of social media — particularly Twitter — and how real-time social media platforms can lead to superior customer service, you won’t have to look far. Or wait long.
5 times customers should say “sorry”
At some point, each of my children has slipped a candy bar or lollipop — strategically stocked at kid-level in the checkout area — into their pockets without first informing Mom or Dad. When we discovered the transgression, we raced back to the store, paid for the item and apologized. Profusely.
Then we gave the kids a stern lecture about paying for merchandise before leaving the store. We haven’t had any relapses, but then again, the teen years are just around the corner. Fingers crossed.
I hear a lot of apologies in my line of work. But as a consumer advocate, they almost always go one way: the company apologizes to a customer for a problem, actual or perceived. Sometimes, the tables should be turned.
Want better airline service? Power up your smartphone
She had rescheduled a flight from Washington to Los Angeles on Virgin America to avoid superstorm Sandy, which was about to slam into the East Coast. But she’d forgotten to order a wheelchair.
Owen, who works for a nonprofit organization in Washington, had recently broken her foot, which was in a cast. “I had been on the phone on hold with Virgin America for well over an hour,” she remembers. Halfway to the airport, she decided to send Virgin America a tweet — a message on the microblogging service Twitter.
5 fascinating facts about Delta Air Lines
This is the new international terminal at Atlanta’s airport. It’s an architectural masterpiece that echoes Eero Saarinen’s iconic Trans World Flight Center in New York and reminds me of the golden age of flying. It was my final stop on a recent one-day visit to Delta.
Please vote for your favorite travel Twitter personality
The nominations are in. Now it’s time to vote for your favorite travel Twitter personality.
Which airlines are “faking” it online?
Which airlines are “faking” it online?