John DiJulius | Customer Experience Blog

How have you weathered the Social Media Storm? JetBlue delivers Secret Service on flights
October 7, 2014, 2:44 pm
Filed under: Customer Service

JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. This Secret Service system will allow flight attendants to know more about their passengers onboard, i.e. Customer intelligence. By December 2015, not only will inflight crewmembers be able to access passenger’s schedules, review their hotel and transportation information and acknowledge changes, they will also be provided access to Customers’ onboard purchase history in an effort to personalize the onboard experience for better Customer relationship management. By April 2015, every inflight crewmember will have a device for onboard use. Read more JetBlue Introduces iPad Minis Onboard for Enhanced Customer Experience.

Related: One month from today – America’s #1 Customer Service Conference

The Social Media storm  – Social media has turned Customer service upside down. No advancement has disrupted the Customer-care landscape on the same order of magnitude – or as quickly – as social media (past eService biggest influence on Customer service in the last 50 years).  Recently I read a very informative study on the effect social media is having, and I think it would be excellent to share with your management team: Social Media one year later. I warn you that some of the language could be found offensive to some. Here is my summary from the report:

  • At its core, Social Media is a way millions of people have conversations online 24/7
  • Three out of four Americans use social media
  • Two thirds (2/3) of the global internet population visits social networks
  • Technology is shifting the power away from editors, publishers, and businesses. Now it is the people who are in control.
  • Social media is like word of mouth on steroids.
  • 100,000,000 videos are viewed on YouTube per day.
  • If Facebook were a country, it would be the 8th most populated country in the world, just ahead of Japan.
  • Today it is a dialogue not a monologue.
  • Most companies are treating social media like another marketing channel.
  • Stop thinking campaigns, and start thinking conversations.

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