Surviving The Social Media Storm

JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. This Secret Service system will allow flight attendants to know more about their passengers onboard, i.e. Customer intelligence. By December 2015, not only will inflight crewmembers be able to access passenger’s schedules, review their hotel and transportation information and acknowledge changes, they will also be provided access to Customers’ onboard purchase history in an effort to personalize the onboard experience for better Customer relationship management. By April 2015, every inflight crewmember will have a device for onboard use. Read more JetBlue Introduces iPad Minis Onboard for Enhanced Customer Experience.

Related: One month from today – America’s #1 Customer Service Conference

The Social Media storm – Social media has turned Customer service upside down. No advancement has disrupted the Customer-care landscape on the same order of magnitude – or as quickly – as social media (past eService biggest influence on Customer service in the last 50 years). Recently I read a very informative study on the effect social media is having, and I think it would be excellent to share with your management team: Social Media one year later. I warn you that some of the language could be found offensive to some. Here is my summary from the report:

  • At its core, Social Media is a way millions of people have conversations online 24/7
  • Three out of four Americans use social media
  • Two thirds (2/3) of the global internet population visits social networks
  • Technology is shifting the power away from editors, publishers, and businesses. Now it is the people who are in control.
  • Social media is like word of mouth on steroids.
  • 100,000,000 videos are viewed on YouTube per day.
  • If Facebook were a country, it would be the 8th most populated country in the world, just ahead of Japan.
  • Today it is a dialogue not a monologue.
  • Most companies are treating social media like another marketing channel.
  • Stop thinking campaigns, and start thinking conversations.

Have you done a Social Media audit –Today, more than ever before, Customers are informed and empowered, and they expect personalization and quick responses. In the past, a company had the ability to respond (or not) on their own timetable, but now the fact is your Customer has instant access to social media, which means instant access to thousands of people. Consumers now have personal platforms and the ability to broadcast the good, the bad, and the ugly pertaining to their favorite (or least favorite) brands with the click (or the tap) of a finger. For better or worse, social media has also shone a spotlight on a brand’s approach to Customer care – fails, successes, and all. See past eService Social media rebellion, Department of Customer defense.

CX Talk – Don’t miss this month’s Customer eXperience Talk Show (CX Talk), on October 22, where Dave Murray and John DiJulius share the latest in the world of Customer eXperience; everything from hot topics, latest trends, incredible Above & Beyond stories, Customer service blunders, best practices, and valuable advice. Register today to watch this month’s CX Talk.

Related: Watch September’s episode of CX Talk

Learn how to make price irrelevant – The DiJulius Group has created the #1 Customer Service Conference ever produced. The 2014 Secret Service Summit will be held this November 5th & 6th in Cleveland, Ohio. This is a two-day, international seminar dedicated exclusively to world-class Customer service.

Less than 12 tables left – The lineup includes respected authorities, authors, consultants, and top-brand executives who run world-class Customer service organizations. The 2014 Secret Service Summit is guaranteed to be the best ROI of any professional development training/seminar you have experienced. The Secret Service Summit will enable your management team to return with a solid plan to take your company’s Customer experience to the next level and make price irrelevant.


About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.