Originally Posted by
superangrypenguin
Indeed. Not only was this very well appreciated by the flier, but the ROI of this thing must have been something out of this planet. As some dude that got his MBA in marketing, I can tell safely tell you that this will most likely end up in some textbook one day.
$200 and not only will it drive lots more revenue for AA for this guy, but the amount of people that it touched just on FT alone must be absolutely nuts when it comes to further revenue.
AC's FB marketing has gone down the toilet. In the past, I'd get a reply within a few hours, I am still waiting to an answer to my query (I'm just ordering a replacement luggage tag, nothing crazy). If AC's twitter team got a tweet, i'm not too convinced the left hand would know what the right hand is doing and there's a slim chance AC would have treated that guy the same way. (again IMO).
Unplanned surprises like this also speak to the culture and management of the company. Does Joe Blow employee on the Twitter feed feel empowered to start making phone calls to gate staff when he sees that an FF will be hitting 2MM in a few hours or does he need to clear everything that isn't a documented benefit by three levels of management (by which time Mr. Newly-2MM will be off the plane and at home in bed)?
If you want your customer service to be truly top-notch in undocumented ways, you need to give your front-line staff the tools to actually deliver that, which means having a bit of discretion to do something special.