News Source: http://www.conversationmarketing.com
Published: Mar 21, 2008 - 01:58 pm
Story Found By: toddmintz 1529 Days ago
Category: SEM
13 Comments
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News Source: http://www.conversationmarketing.com
Published: Mar 21, 2008 - 01:58 pm
Story Found By: toddmintz 1529 Days ago
Category: SEM
13 Comments
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Comments
Great list of customer relations and Internet crisis management tips. Oh, and don’t even get me started on Alaska Airlines after what happened in San Jose after SMX West. Don’t make your home page (Seattle) fantastic and the rest of your website (San Jose, NYC, etc.) crappy._
I love the Motrin idea! Passing that along to our sales team.
Gotta love customer service at its best (sarcasm intended)
I don’t get it. The AA staff weren’t available to check him in super early? They arrived at the counter in plenty of time to check him in for the flight, right? What’s the big deal?
I was at the airport early today too, after speaking at SES, for the same flight... and I had to hang around until the Alaska people showed up too. The problem was that we had to sit there with luggage... with only about 8 seats available to actually sit in. It would have been much better if they had a sign at least saying when they came back... because it was a code share, I wasn’t sure if I should be heading off to the American teminal to check in there.
I have learned one thing in business management: People will forgive you almost anything,uncaring behaviour and bad customer servivce they won’t.
slowpoke hates airports.
Yeah, 3 PM is just too early to wake up and get to work on time...
@Kalena it was actually 2.5 hours before the flight. But the real point here is that they didn’t say anything about their hours. So we were all standing there trying to figure out what was up. A sign sure would’ve taken care of it.That’s really my point in the whole post - not that Alaska was annoying, but that a simple sign would’ve totally fixed the problem. That’s the lesson we should all take to our sites.
Ah. Thanks for clarifying.
Come on guys, I don’t mean to sound like an AS (their official airline designation is AS) fan-boy. Alaska Airline is an undisputed customer service leader in the US airline industry. Grant it, they will miss the mark from time to time. However rather than throw them into a pit of howling jet engines, demand your due. Write a letter and let them know in few words that there are too many choices out there and that this is no longer a customer service problem but rather a "customer retention effort." This is airline industry code that says: “Do what is right to retain my business or else I will fly your competition for ever and ever Amen." Ask to be compensated for the below par customer service. If they don’t comply don’t fly. Smart companies are starting to get it: It is cheaper to retain you as a customer than to secure new ones. “A bird in hand beats two in the bush.” Sorry about the verboseness, I hope this helps.
Not much marketing value, just complaining about an airline with a couple of cross references to managing client websites.
I expected this to be an article about something experienced online - via the airline site. Something the airline did that was actually an internet marketing related issue of cust svc. It’s not.