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Thread: (Slightly OT) How an airline's customers can benefit from Social Media for CS.
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Old Jul 25, 2012 | 12:17 pm
  #38  
dunk
 
Join Date: Mar 2007
Location: LON, RUH and DXB
Programs: BA Bronze, GF, EK, WY
Posts: 2,607
Originally Posted by Globaliser
I seem to recall that email also offers this wonderful opportunity to exchange information with the customer in a private manner.

Please, tell me if I have got this wrong.
No, you haven't got it wrong but you haven't got it completely right. As I suggested up thread, there is a generation that expects to do the majority of their communication by SM, and not voice or email. They are the customers of the future.
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