Comments on: Really, United? Twitter Version of Hanging Up.

By: Dear United Airlines, You Don't Get Twitter. At All. | 360Connext

Dear United Airlines, You Don't Get Twitter. At All. | 360Connext — Wed, 09 Mar 2011 18:21:07 +0000

[...] human reactions to respond to, but c’mon!Here’s what kills me – last July I blogged about a similar incidient where United ignored Twitter and paid the price.As if United Breaks [...]

By: Why Your PR is Directly Tied To Your Customer Experience | 360Connext

Why Your PR is Directly Tied To Your Customer Experience | 360Connext — Fri, 19 Nov 2010 20:45:23 +0000

[...] with a customer you can help. (I wrote about United’s failed attempt at connecting with customers here.)2. Make sure you have a way to internally connect the appropriate people and departments.Don’t [...]

By: Why Your Customer Experience is Directly Tied to Your PR – Now More Than Ever | The Fight Against Destructive Spin

Mon, 26 Jul 2010 16:59:12 +0000

[...] thanks for telling us” without trying to connect with a customer you can help. (I wrote about United’s failed attempt at connecting with customers as an example of [...]

By: Jeannie Walters

Jeannie Walters — Thu, 08 Jul 2010 22:01:30 +0000

Great point. There’s a chance the person responding isn’t empowered to do much. Yikes!

By: Steve Woodruff

Steve Woodruff — Thu, 08 Jul 2010 21:56:53 +0000

They absolutely needing to start direct dialogue and take the issue off-line, and into particulars. Unless their SM people are not empowered to actually DO something…which would be a whole ‘nother issue.