Liz Lawley, professor in the IT Department at RIT (where I went to school), recently blogged about a negative experience that she had with Delta Air Lines. She had paid extra money to have one of the Delta Air Line employees accompany her son, who was having his first unaccompanied flight. Unfortunately, things went very wrong…
The Delta employee accidentally put her son on the wrong plane and almost sent her son to the wrong city, until a much wider person noticed the error. Liz was pissed and rightly so. If I had a child and this happened, I’d be pissed. When she tried to follow up on the problem to see how it was resolved, she was pointed towards red tape. Like any good Web 2.0 citizen, Liz Lawley blogged about the experience.
If I was Delta Air Lines, I would have one person in our marketing department who did nothing except monitor the Web and social media to see what people were saying about me. If they did this, they would be able to see the concerns that Liz had about this issue. They could then work with Liz to craft a solution to this problem.
If you’re a company or a person thats out there trying to accomplish something in the world, people may be talking about you or your organization. You want to be a member of the community and a part of the conversation.
By being a part of the conversation, you can help to address issues before they spiral out of control. By being part of the conversation and talking to people with concerns, you can create new evangelists and advocates for your organization.