Comm 610
Ann Jones
Digital Presentation
Analysis of the onboarding process for an airline
social media customer service team.
 More

companies are using Social Media to
interact with customers.
 Successful customer engagement begins with
careful ...
Customers can share a lot of info in 140
characters.
 Each tweet is analyzed for context clues
 Reviewing profiles, time...


Audience Interpretation



New Hire audience- bridging the gap between
Reservations training and Social Media onboard...




Through the current onboarding process, experienced
front-line airline employees become social media ninjas
They are...
 Individual-

Well trained social media reps
increase the success of the entire team

 Organizations-

Provide an exampl...


Customers expect companies to be responsive
whether it’s online or by phone



Experienced front-line reps with social...


Social media is the future of customer service between
companies and customers



Proper training of social media reps...


Eisenberg, E., Goodall, H., and Trethewey, A. (2010) Organizational
Communication. Boston. Bedford/St.Martins



Argra...
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Comm 610 digital presentation

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Comm 610 Digital Presentation v2 (Audio Fixed)

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Comm 610 digital presentation

  1. 1. Comm 610 Ann Jones Digital Presentation
  2. 2. Analysis of the onboarding process for an airline social media customer service team.
  3. 3.  More companies are using Social Media to interact with customers.  Successful customer engagement begins with careful analysis of information given (tweets or posts) and public responses.
  4. 4. Customers can share a lot of info in 140 characters.  Each tweet is analyzed for context clues  Reviewing profiles, timeline and other mentions give a clear picture of the customer 
  5. 5.  Audience Interpretation   New Hire audience- bridging the gap between Reservations training and Social Media onboarding Customers audience-relevant and authentic responses for solutions in real-time
  6. 6.   Through the current onboarding process, experienced front-line airline employees become social media ninjas They are able to solve customer issues, answer questions, and even share a virtual high-five while protecting the brand in a consistent voice
  7. 7.  Individual- Well trained social media reps increase the success of the entire team  Organizations- Provide an example of how excellent customer service and engagement can be done via social media channels  Society- Social media offers another, very public avenue for interactions between companies and consumers
  8. 8.  Customers expect companies to be responsive whether it’s online or by phone  Experienced front-line reps with social media training are a great blend of customer service and marketing
  9. 9.  Social media is the future of customer service between companies and customers  Proper training of social media reps is key for successful customer engagement  It begins with understanding the communication from the customer regardless of social media channel
  10. 10.  Eisenberg, E., Goodall, H., and Trethewey, A. (2010) Organizational Communication. Boston. Bedford/St.Martins  Argrawal, M., Oh, O., and Rao, H. (2012) Community Intelligence and Social Media Services: A rumor theoretic analysis of Tweets during a Social Crisis. McKinsey Quarterly, 37, p407-426.

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