How to Do Social Customer Service Right — Digital Marketing News This Week
Photo Credit: American Air has a new campaign that incorporates social media into every aspect of its branding. American Airlines
Skift Take
Social media is becoming big business. If you need proof, just look at American Airlines, which is devoting millions of dollars to making sure travelers say good things about them online.
This week we're talking about social media marketing.
For many travel brands, social media is maturing, evolving from a fun novelty into a legitimate customer service tool, sales channel and, occasionally, a PR headache. What do you do when millions of customers automatically take to Facebook and Twitter when something goes wrong?
Based on a variety of recent news, the answer is increasingly to be proactive and creative. For American Airlines, this means launching a new ad campaign with a strong social media element, encouraging customers to share more positive experiences online. For other brands like Skyscanner, this means being more spontaneous and genuine when responding to customer questions.
How are travel brands designing their social media
