Twitter Customer Support Done Right

Nathan Imperiale

Category: Strategy


Earlier this week I wrote about a debacle with Continental Airlines customer support. Specifically, their Twitter customer support. However, I am please to report that the partnership between United and Continental has seemingly helped turn things around.

Earlier today, I tweeted about United’s poor choice of a new ad slogan and ad placement. Ok, my commentary may have been harsher than that. Regardless, the @United customer support team was quick to respond to me with a brief explanation. This is a prime example of customer service (or crisis communications) handled well.

Let’s hope the next time I have a flight delay, I can write about a similar positive customer service experience with @United.

fortune favors

the bold

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