Monday, December 10, 2018

How You Can Provide Customer Service on Twitter (Publicly and Via Direct Message)

I love traveling and especially flying from DFW airport. When I fly, I always engage with the airline before, during, and after the flight. Most of the airlines respond in a timely manner and apparently I am part of a social media customer management system, because I tweet on phrase and they know my record locator and entire history!

This social media communication is great for the airline as well, because they can demonstrate social media competence and maintain social presence with their flyers (especially their frequent flyers). 

Enjoy this video focused on how American Airlines, United Airlines, and more connect with their customers on social media.

This is part of an undergraduate research activity at Tarleton State University and it is considered to be a high impact practice.

Interested in a specific student success topic or do you need a speaker for an upcoming conference? Contact me via direct message on Twitter or join our Student Success Communication and Technology Institute on Facebook!

Thanks for visiting! 


Dr. Jennifer T. Edwards
Higher Education Speaker and Researcher

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My Research Interests: Customer Service and Social Media, Higher Education Retention, and Millennials at Work

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