We are all getting comfortable with the place that social media outlets can have in the business process. Public relations, human resources, legal and sales can all benefit. At the present the most common application is customer service. While customer service is always important, the advent of social media has created customer service in ways that most companies never imagined.
The airline industry has had a virtual crash course in handling customer issues via social media outlets with Twitter leading the charge. One main reason for this is the fact that frequent travelers are likely to be heavy smart phone users and what else can they do while suffering thorough a delay? Complain of course. Now just going to the desk at the gate and airing your concerns is mere child’s play. Why not tell all of your friends and followers about how terrible the airline is that you are having trouble with? How airlines handle this can determine who that flyer decides to go with in the future.