Originally Posted by
ballogie
I didn't follow this thread as the title looked very boring - but now having read through some of it - and having had a look at the BA twitter feed, I would say that airline's customers probably won't benefit from social media for CS.
The BA twitter feed is just drivel, they'd be as well having a robot answering tweets based on the heuristics of the tweet for all the good any of the replies are.
Boring because? Anyway, back to your point. Hence the suggestion that BA should invest in social which - for the umpteenth time - is by no means limited to Twitter....