It seems as though Twitter is my unofficial hot topic of the week this week. Taylor Burbank explained in her recent blog titled, Another Shout Out to my Friends Flying High, the ways in which many airline companies are going the extra mile when it comes to engaging with customers via twitter. I really like what airlines such as JetBlue, Delta Airlines and Alaska Airlines are doing.
I mentioned in an earlier blog that I still don’t think companies are engaging enough with their loyal social media followers. Every “How-To” article ever posted online in regards to social media explains the importance of engaging your followers, no matter how short or tall. Yet, the majority of engagement instances that I see or hear about are addressing a complaint or fixing a problem. If that’s the only way giant companies and brands are going to “engage” their consumers, then there’s no way they are going to be seen as anything other than a faceless corporate powerhouse who’s only goal is to make money. At least that’s the way I’ve began to see it.
With that being said, this is why I am excited about what these airline companies are doing, and I love their straight-on approach. Retweet people, ask them a short simple question, and ask them about their answer. Don’t keep engagement locked in the drawer labeled, “In case of emergency, actually talk to people.” Sure, it’ll be a lot of work to keep eyes on all of the incoming and outgoing messages between your company and your consumers, but it doesn’t take much to remind them in a pleasant way that the people behind the logo do care about their experience.