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Are travelers overloaded by social media?

Mary Gallagher recently received an e-mail from the Metropolitan Tucson Convention & Visitors Bureau offering “hot deals.” But there was a catch: In order to receive them, she had to follow Tucson’s tourist authority on Twitter and friend it on Facebook.

If employees could vote for their favorite company, they’d pick …

Southwest Airlines, Mary Kay and Facebook.
By |September 13th, 2010|OYS|4 Comments|

“It’s extremely difficult to craft the right response to avoid ending up in the fray”

Let's turn the tables and take a look at customer service from the other side. I recently received a request for help from the unlikeliest of places: the general counsel for a fast-food chain. She wanted to know how to handle the increasing number of complaints that were emerging through social media.

7 secrets for boosting your online power

Got a travel problem? Just tweet about your troubles, and the airline, car rental company or hotel will fix it. At least that’s the conventional wisdom. And while it’s true that travel companies are spending a lot of time online listening to their customers, they’re not necessarily paying attention to all of us.

6 ways to leverage social media for a better vacation

Before the latest social media revolution, Jessica Gottlieb would have probably watched helplessly when her kids, Jane and Alexander, were trapped on the tarmac, waiting for their Virgin America flight to take off. But that’s so 2008.