Compering Speech 4 Annual Function

Customer Support with Twitter using the example of JetBlue and opportunities for the tourism industry

Twitter is a time-eating tool and yet it offers many interesting possibilities. I will therefore start with a brief overview of the various "functions"

1. monitoring. For a company like JetBlue can know what it was useful about the brand and its products is twittering. What do the customers? How satisfied are the customers? A good option is to get an overview Twitter monitoring tools such as search twitter , BackTweets , Trendistic or Hashtags
2. identification of opinion leaders. Targeted and intensive monitoring, the major Twitter members are identified, as these usually have a very large number of follower, then you can follow these easy and connect with them in the dialogue
3. dissemination of content: As with all communications with customers, it is also important in Twitter, the customer with to provide useful information and to create added value for customers, so that the offer does not identify as pure advertising but as a good source of information. Therefore, JetBlue provides its customers with important, for example, press releases, special offers and even important warnings to the aviation industry.
4. Customer Relations: JetBlue introduced very quickly in the screening of Twitter feeds finds that questions often appeared to their products. So had, for example, a customer lost his luggage and asked for advice, others needed help adjusting sighting at the airport. JetBlue decided to reply to these questions directly in Twitter, providing a fast and simple help service, which is an example for the industry.

Jet Blue may well as one of the pioneer companies in the use of Twitter be seen, their example is followed airlines such as Lufthansa.


Also, thanks to Twitter and a fully rolled-up online communication with customers it has made Jet Blue, you get battered image after a massive breakdown in 2008 brought under control, restore confidence of customers and mark a new and positive attitude to give.


can be regarded as certain that the customers of this form of communication consider only positive and useful, if the companies agree not to abuse this channel as a marketing tool and in the right contact with the customer connect. It is a relationship of trust with customers build, this is time consuming and requires an open and honest corporate communications. This is obviously also needed staff and the firm's ability to find the necessary interfaces in the company to set up Twitter.
It certainly does nothing if the public relations department alone is active in Twitter. Services such as finding lost luggage, the Statement of failing or delayed flights, and require much more, here is the right communicators.


It turns me but the question in how far this concept of customer communication may rise as more companies enter this way into contact with their customers. Even today Encyclopedia almost every relevant airline on Twitter, more and more airlines follow the example of JetBlue. If the customer continues to this form of communication as deemed appropriate or if they go there on a permanent rather to the spirit, if more and more companies are trying to connect in this way to contact them?

defy all those on Twitter based services for the tourist industry good and interesting ways to connect with customers in contact information, and helping to assist the customer. Also for tour operators Twitter can be a great way to quickly identify problems on the ground in the holiday destinations and when to resolve possible and as customer satisfaction and thus increase customer loyalty. Is it just a high customer loyalty is one of the enduring characteristics of success.


The fact that a communication such as those of TUI Germany is practiced on Twitter can be worthwhile, I will question why. TUI seems to use his Twitter channel almost exclusively on advertising and does not really like it in social media applications desired in a direct exchange with its customers. A more positive example for more Communication with the customer is certainly Neckermann DE to connect directly with customers via Twitter and tweet in contact not only their latest offers.


The whole issue around the communication of companies with customers via Twitter is and will probably definitely an interesting topic and will accompany us for a long time, so go out that I believe that this is not my last post on Twitter have been in tourism.