Although I found this Simplifying interview after I had written my paper, “Airlines on the Twitter Radar,” I thought it could serve as a great introduction to it. The following quote within the interview caught my attention because, as I explored in my paper, a handful of airlines are seeking to meet this very goal, despite it not being set by their CEO.
I need to turn around and understand that customer service is not just a cost center, but an opportunity house…I need to use the tools like Twitter and Facebook…and I need to engage parts of my organization in a way that will go around our existing operational processes…My goal as the CEO of an international airline is to use these kinds of social tools to reach people where they are, to give them what they’re asking for, and to forge a new relationship that goes beyond my gates, my dates, and my planes.” –Chris Brogan, President of New Marketing Labs
The full interview:
