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Browsing Tag SouthWest Airlines

Jet Blue, Swing and a Miss.. Southwest Airlines Hits A Twitter Homerun

Jet Blue, Swing and a Miss.. Southwest Airlines Hits A Twitter Homerun

WEATHER JET BLUE Cancellations

I am back from SXSW. I had a blast. It was one of the best events I have ever been to. So many familiar faces, so many new faces. Im already looking forward to next year. So, let me tell you about my flight back  from Austin last night.

I arrived at the airport 90 minutes early to bard my Jet Blue flight to San Francisco.  I checked my bag, made it through security without setting off the buzzer. Which is always a good thing.  I waited patiently  for my flight to board, had some food from Salt Lick..waited…got a coke.. waited… waited… The flight was suppose to board at 6:30, leave at 6:56 and nothing.  At around 7:00ish I posted this to twitter:

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I quickly got this tweet back from @JetBlue:

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Oh and then @JetBlue got this:

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Oh and this too:

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Okay so you get the idea. I posted a frustrated tweet and got a quick response from Jet Blue via twitter.  Pretty cool, huh?

Well here is where the problem begins and I want to make something clear. My post  is not with the flight being late. Nor the “fix engine light” they were getting. I want them to take alllllllllll the time they need to make sure the plane is working. Check it five times for all I care. I just want to get home in one piece. My post is the lack of communication, service  and the fact that I am disappointed by @JetBlue.  If your going to place your brand on a site like Twitter, you need to be ready to react in a timely manner.  So back to the story with pretty twitter pictures.

So then I went to add @JetBlue. I couldn’t… I was blocked by them for some reason. I was a blocked user. So I posted these tweets:

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Seems for some reason I couldn’t follow them to send a DM as they asked. Now this might be where the story ends, then I posted this:

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Anyone want to bet what happened next? Right! I got this:tweet9

That is right! @southwestair who was at SXSW, at around 9:00ish at night, with very little mobile internet service,  was trying to help me! So after some Direct Messaging chatting and such it came to this:

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So how awesome was Southwest Airlines? Offering to help, giving me flight options, even offering help the next day if I was stuck!  I was not even flying their airline! Oh and what about @JetBlue?

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They did get back to me 5 minutes before we boarded with this Direct Message:

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So my point here? Twitter is about real time customer service if your a brand. It is not about posting links all the time, cool videos or such. It is about dealing with your customer and creating positive brand awareness at that moment.   If you are a company, you see an unhappy customer out there,  you need to move quick  and communicate! @JetBlue could of said “got your tweet, will follow up soon” something to let me know they were working on it. Something..just let me know you have not forgot about me. Cause if you do not  your competition will do this:

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Or worst..  people will talk about your brand on Twitter like this:

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You Get the idea. Oh, here is a video I made while this was all going on..I did not even get into the TV issue, how the Jet Blue folks do not know about their Customer Service on Twitter,(it would of been cool  if they knew a little something about it) oh and check out the end where a passenger mentions  the headset issue. Oh and yes.. this was my first trip on Jet Blue.

So I did make it home about 3 hours later then planned..in one piece.  Oh and get this, two ladies say to me in the airport “Are you Dave Peck? We have been following you on Twitter.” Pretty cool huh? Things like that still blow my mind!

March 16, 2009 By : Category : Spotlight Tags:, , , , , ,
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5 Ways To Market Your Brand Online.. Other Then Facebook & Twitter

5 Ways To Market Your Brand Online.. Other Then Facebook & Twitter

Today I received an email from a co-worker that read:

Dave,

Can you please send me your ideas for getting this client promoted through social media?

Thanks,

Co-Worker

This, of course got the hamster wheels in my head turning.  What are some social media tools that a brand can use to market their goods? Let us see, we have Twitter, Facebook… Then it hit me. There is a lot of ways to market your brand online, OTHER than Facebook and Twitter.  So let us look at some ways a company can market their selves online.  I think a good way to answer this would be in list form, as people like lists.

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-Social Networking Sites: Do not just think Facebook & Myspace!   Is that where your potential clients are? Maybe. Yet, there a lot more! Are you looking for Baby Boomers specifically? There is Eons, Boomj, Teebeedee and many more.   There are social networking sites done by other companies that you can partner with. Heck the WWE even has a site. There is probably a niche social networking site for almost any target demographic you can think of.

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-Virtual Worlds: As I posted last week, there is $600 million being dropped into virtual worlds. Creating a virtual version of your product seems like a great move. Find a virtual world, there are  hundreds (this is list is far from complete or current, but it is a start!) and make your brand something special there! Why not allow an avatar drink a virtual coke? Let an avatar wear designer jeans?

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-Create a Blog: This blog could be about things that “support” the product you want to sell.  Let us say you sell diamond rings. Create a blog that shares information about different quality, shape, type, ratings about diamond rings. Best time to buy, events to buy, fun ways to surprise people with them.  This blog can help support the goal of sales and give potential clients great reasons to purchase the diamond rings.  You can also do something fun like SouthWest Airlines.

-YouTube Channel: Same Idea as the blog, just done with video. A great example is the New York Times channel. The great thing about this it has links to channels for the reports and links back to the New York Times site. In a way it feels like your actually on the New York Times site itself.

nike-logo-Mobile Application: This is hot, I mean red hot. The mobile application business is booming. Why not create an application that supports your brand in some way? Look at what Nike did!  My advice, make it fun and simple. Let people take your brand with them.  Oh and if you are an application developer, there is some serious money to be made as Newsweek points out.

These are just 5 ideas. There a lot more out there!

January 27, 2009 By : Category : Blog Social Media Tags:, , , , , , ,
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