John DiJulius | Customer Experience Blog


United gets A+ for crisis management | Chick-fil-A #1 | Cleveland Capital of CX
July 14, 2015, 3:10 pm
Filed under: Customer Service
United Airlines gets an ‘A+’ for crises management via social media – By now you’ve heard about United Airlines computer debacle that grounded their flights on Wednesday July 8th, impacting nearly 5,000 flights, and inconveniencing thousands of travelers. Talk about travel rage! That is about as bad as it gets. However, Social Media expert, Dan Gingiss wrote about how incredibly well United handled this crisis. In his blog, United Airlines Great Customer Service in the Midst of A Crisis, Gingiss details how well United communicated via social media during and after their grounded flights. They were honest and upfront, shutting down all outgoing marketing through social media. The last thing frustrated Customers want to see are marketing and promotional pitches. Gingiss points out, “What was most impressive was the 42-second apology video the airline posted on both Facebook and Twitter from Sandra Pineau-Boddison, United’s senior vice president for Customers, who demonstrated empathy, transparency, and helpfulness. She humbly apologized – not once but twice – and offered solutions to passengers who still needed to get to their final destination. This is the epitome of great Customer service.” This is an excellent case study for how companies need to handle a Customer service crisis versus sticking their head in the sand. 

Chick-fil-A set satisfaction score record – With the release of the American Customer Satisfaction Index ratings [PDF] for fast food restaurants, it probably doesn’t come as a surprise that Chick-fil-A is #1 with a rating of 86, the highest ever scored by a company in this segment. 

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