Comments on: From Social Media to Social CRM : a recent experience with airlines

By: social crm: quando il crm diventa social | socialmediamarketing | e-xtrategy

Wed, 08 Feb 2012 15:15:45 +0000

[...] tempestiva. la risposta può essere puntuale, ma in generale può addirittura cambiare il processo producendo quindi una migliore esperienza al consumatore ed un asset per [...]

By: From Social Media to Social CRM : a recent experience with airlines | r&d hub

Sun, 31 Jan 2010 07:54:15 +0000

[...] by admin on 1/25/10 • Categorized as Be lucky This is a long post about the evolution of Social Media to Social CRM which was written by Betrand Dupperin and [...]

By: facebook-1023495984

facebook-1023495984 — Fri, 15 Jan 2010 21:38:22 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide, should I focus on marketing acitivities, customer feedbacks, assistance, or something else?
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend

By: Anonymous

Anonymous — Fri, 15 Jan 2010 15:38:00 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide where you want to settle your community manager by deciding where your focus is. If it is on marketing acitivities, customer feedbacks, assistance or even somewhere else.
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend

By: Anonymous

Anonymous — Fri, 15 Jan 2010 15:38:00 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide where you want to settle your community manager by deciding where your focus is. If it is on marketing acitivities, customer feedbacks, assistance or even somewhere else.
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend

By: Anonymous

Anonymous — Fri, 15 Jan 2010 15:38:00 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide where you want to settle your community manager by deciding where your focus is. If it is on marketing acitivities, customer feedbacks, assistance or even somewhere else.
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend

By: Anonymous

Anonymous — Fri, 15 Jan 2010 15:38:00 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide where you want to settle your community manager by deciding where your focus is. If it is on marketing acitivities, customer feedbacks, assistance or even somewhere else.
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend

By: Anonymous

Anonymous — Fri, 15 Jan 2010 15:38:00 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide where you want to settle your community manager by deciding where your focus is. If it is on marketing acitivities, customer feedbacks, assistance or even somewhere else.
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend

By: Anonymous

Anonymous — Fri, 15 Jan 2010 15:38:00 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide where you want to settle your community manager by deciding where your focus is. If it is on marketing acitivities, customer feedbacks, assistance or even somewhere else.
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend

By: Anonymous

Anonymous — Fri, 15 Jan 2010 15:38:00 +0000

Indeed a very interesting article with some good inputs and questions.
I am Community Manager of SWISS. I just want to tell you some things from my opinion.
One of the big troubles (not only for airlines) is the subject of the resources. Especially when your business is not so easy, like our business. If you have so many different departments as we have, it is very difficult to always act fast. As a Community Manager you often have to ask the specialists within the company to give your customer, follower or just questioner a well-founded feedback.
Another point is, that you just can't answer all the questions. And this always depends on the view of the Community Manager. He or she decides which questions are important to answer and which one you do not have to answer.
Furthermore, a problem is that it really depends in which department the Community Manager is working. He (or she) is just not able to handle all the different problems. Feedback Management and Customer Care are two totally different departments. To cover all your customers needs and questions, you would need to have a Community Manager in the Feedback Management, Customer Care, Network Planning, Marketing and Communication amongst others. And this is just not possible. If you have a look at the Twitter behaviour in Europe, it is still not used that much that it would make sense to employ so many Community Manager (although we use Twitter since May 2009, we 'only' have 2'800 Followers, and it's not growing fast). And if you split the job to five or more employees within a company, you wouldn't have constancy at all. Everyone has his one style of communicating. So you need to decide where you want to settle your community manager by deciding where your focus is. If it is on marketing acitivities, customer feedbacks, assistance or even somewhere else.
I just want to share a pracitcal example. I get a very lot of questions and tweets like: why don't you fly to Colombia? Do you plan to serve Almaty? I would be very happy if you had a direct flight to Denver. etc. etc.
We are a small airlines and adding new destinations is even for big airlines a huge task. So, should I always answer (what I actually do, especially on our Facebook Fanpage www.facebook.com/flyswiss) or shall I just ignore them?

Finally I just want to say that I am a big fan of Social Media and I really believe in it as a really important communication channel for the future.

I would welcome any more feedbacks or inputs about our Twitter and Facebook acitivities from the experts here.

My feedback may be a bit chaotic, sorry, as I was just writing what came up into my mind.

Have a nice weekend