• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar

IX Brand SEO Services Company

SEO in Your Voice - Houston - Sugar Land TX

  • Home
  • SEO Marketing
    • What is SEO?
    • Local SEO
    • Content Mktg
      • Video Marketing Production
      • Check Out Our Video Production Gallery
    • Social Media
    • Websites for SEO
    • Online Business Listings
  • Reputation Mgt
  • About Us
    • IX Brand SEO Sugar Land Office
    • Wharton County SEO
  • Show Search
Hide Search
Internet Marketing Tips » Delta Uses Twitter to Improve Customer Service

Delta Uses Twitter to Improve Customer Service

FacebookTweetPin

A recent Bloomberg Businessweek article by Mary Jane Credeur highlights how smart companies are using social media to engage with customers and improve customer loyalty.  The article titled, “Delta Monitors Twitter to Remedy Customer Complaints” describes how Delta customer service employees monitor Twitter for word of customer problems. They use Twitter’s direct message function to exchange information with customers, and they have the ability to rebook flights, help find lost luggage, and resolve other issues.  Customers have another channel to resolve issues when the lines at airport service counters are long, or phone or online customer service agents are unresponsive.

Other airlines that monitor Twitter like Southwest, JetBlue, and United primarily use it as a public relations tool, and they do not generally respond to customer issues other than to refer customers to company customer service outlets. They say they monitor Twitter for potential customer service problems, but their primary response is to alert company customer service centers of impending issues.

In a situation described in the article, a Delta passenger missed his Atlanta connection on his way home to Utah from South Carolina.  Rather than wait in line at the ticket counter to be rebooked, he sent a Tweet to @DeltaAssist and was rebooked for a flight the following morning in just a few minutes.

Delta spokeswoman, Susan Elliott, told Businessweek, “the whole idea is to work to address issues so they don’t escalate.”  “It is ideal for us to have these agents at customers’ disposal to offer guidance in resolving issues even during their travel experience.”

Delta’s responsiveness pays off in improved customer response and improved customer loyalty, and the same ideas can work for small companies too!  Tools like Hootsuite and Tweetdeck make it easy to monitor Twitter for mentions of your brand.  If your company is small, you don’t have to monitor it continually.  However, check your Twitter account regularly and use it as a customer service tool to reach out to both complimenting and complaining customers.

If you need help setting this up, please contact us at Rust Reviews.

FacebookTweetPin

Written by:
Paul Sherland
Published on:
August 19, 2010

Categories: Reputation Management Tips

About Paul Sherland

Most small business marketing fails because it ignores what makes your business unique. IX Brand SEO Services helps you reach new customers in your own voice to demonstrate the unique value of your products and services. Call 281-343-3284 to learn more!

Primary Sidebar

Recent Posts

Content Marketing and SEO Strategy - IX Brand SEO Services

Content Marketing and SEO Strategy

How Do Our Content Marketing and SEO Strategy Work for Our Clients Paul Sherland explains how our …

Continue Reading about Content Marketing and SEO Strategy

Search our site

Internet Marketing Tips

Explore more

Get Started Now

Improving Your SEO Improving Your Reputation Get Started
IX Brand SEO Services

Footer

Our Wharton TX Office

IX Brand SEO Services Company
PO Box 869
Wharton, TX 77488
Phone: 281-343-3284

Meetings are by appointment only.

Additional Information

  • About Us
  • Blog
  • Contact Us
  • Reviews

ⓒ Copyright 2022 IX Brand SEO Services Company, All Rights Reserved · Log in

Constant Contract Partner
  • Digital Marketing Tips
  • Reputation Management Tips
  • Search Engine Optimization (SEO) Tips
  • Social Media Marketing Tips
  • Video Marketing Tips