Cranky on the Web: Airline Satisfaction Rises (But Still Low), Dreading Flying, Drawing the Line With Unhappy Clients

Cranky on the Web: Airline Satisfaction Rises (But Still Low), Dreading Flying, Drawing the Line With Unhappy Clients

Airline customer satisfaction up, but industry ranks lowUSA Today
The AQR may say airlines are slipping, but USA Today wrote about the ACSI which says things are improving. I, of course, don’t like any of these, but I spoke with the author about how I agree that …

Topic of the Week: American Eliminates Customer Relations Phone Number

Topic of the Week: American Eliminates Customer Relations Phone Number

Sounds like American has decided to eliminate its customer relations phone number. Note, this isn’t reservations. This is just for customer relations, which deals with problems. The website now shows you can use snail mail or email. Is this simply recognition of shifting consumer behavior toward electronic communication? …

Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 2 (Across the Aisle)

Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 2 (Across the Aisle)

Yesterday in the first part of my interview with Jonathan Pierce, Director of Social Communications at American Airlines, we talked more about strategy and composition of the social media team. Today we get into some more specific details about how they use specific social channels, how they handle crises, …

Across the Aisle from American Airlines
Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 1 (Across the Aisle)

Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 1 (Across the Aisle)

Last week, I had the chance to speak with Jonathan Pierce, the Director of Social Communications for American Airlines. I like what American has been doing particularly with Twitter, so I wanted to learn more from the man behind it all. Even after trimming the interview down, it still ended …

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