Originally Posted by
henkybaby
Who says the two need to be mutually exclusive?
By the way, it is not about Twitter alone. It is about being able to reach CS when there is a major cock up. Do I really need to start looking for the posts/threads where we unanimously b*tch about the inability to reach BA or the lack of information during snow/strike/ash?
The two don't have to be mututally exclusive but every business makes decisions about where to focus their efforts. KL have made some very impressive steps with social media and clearly that is an area where they are more concerned with investment than a flatbed. BA invested in that space for their large corporate clients..most of whom aren't interested in social media as a comms/marketing channel and would prefer to get a great product for the price paid.
Different approaches for different markets I guess.
That said, Twitter and Facebook aren't for geeks. You'd be amazed who uses both.