laurie meacham - how to deliver awesome social engagement and customer service
Post on 21-Feb-2017
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JETBLUE SOCIAL MEDIA
LAURIE MEACHAM | MANAGER CUSTOMER COMMITMENT
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CHART HEADINGARIAL 32 POINTS
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Social Objective
To listen, connect and serve our Customers in a way that fosters loyalty and inspires travel.
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Build and Maintain Positive Relationships
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Increase Social Engagement and Reach
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Drive Traffic to jetblue.com
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Tools
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When companies engage and respond to customers over social, those customers spend 20-40%
more with them.
Source: Bain & Company
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Source: Aberdeen Group, Aug 2015 report on social customer care
“The adoption of social media soared from 12% in 2010 to 62% in
2015. Companies clearly understand the value behind it, yet achieving its true potential remains a challenge for those that simply
adopt social media for the sake of doing it.”
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THANK YOU
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