Tag: airlines

Customer service : avoid being the victim of you social media success

Summary : while some businesses are puzzled towards the lack of success of their customer service initiatives...

Is Facebook the future of call-centers ? The Air France KLM Switzerland case

Summary : Facebook is usually considered as a communication and marketing tool. But it's becoming more and...

Engage with customers. And then ?

Summary : It's obvious that the use of social media within companies and between companies and customers...

Community management and processes by the example

Some weeks ago I promised to illustrate my "community management and processus" post with a fictitious but...

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

I already wrote many posts about social CRM on this blog and I recently had the (unfortunate...