Mod 05 Discussion - United Airlines Case Study - In 2009, a Canadian country sin
ID: 398141 • Letter: M
Question
Mod 05 Discussion - United Airlines Case Study
- In 2009, a Canadian country singer witnessed his guitar being thrown and broken while looking out his airplane window. After trying and failing to convince United Airlines to pay for his broken guitar, he created a song about the incident and posted the video on Youtube. The video quickly went viral with more than 5 million hits, causing the airline giant to take notice while suffering public relations humiliation. The company eventually agreed to pay to fix the guitar.
How could United Airlines have used social media to respond to the situation? How has social media made the voice of the customer louder than ever before? What are other ways that customers use social media to voice their concerns? How can companies counteract frustrations, issues, or complaints on social media?
Your initial post should be a minimum of 250-300 words in APA format. Support your explanations and analysis with the required readings, citing specific examples to illustrate points.
Explanation / Answer
UNITED AIRLINES COULD HAVE USED SOCIAL MEDIA TO RESPOND TO THAT SITUATION IN A WAY WHICH SHOUDNT HARM THE COMPANY'S ANYMORE
SO THEY COULD HAVE GIVEN A CLARIFICATION ON HOW THEY HANDLE BAGGAGE, AN APOLOGY COULD HAVE GONE A LONG WAY WHILE PROTECTING THE INTEGRITY OF THE COMPANY
SOCIAL MEDIA HAS EXPANDED THEIR REACH AND MAKE SURE THAT THEIR VOICES ARE BEING HEARD ALL OVER, NOW MESSAGES COULD BE DIRECTLY SENT TO ANYONE WE WANT WITHOUT HAVING TO WORRY ABOUT ANYTHING,
CUSTOMERS ARE NOW ABLE TO FILE WHAT THEY FEEL IS WRONG ON VARIOUS WEBSITES INCLUDING SOCIAL MEDIA SUCH AS SNAPCHAT, TWITTER, FACEBOOK ETC , FROM THEIR IT SPREADS LIKE WILDFIRE
COMPANIES CAN COUNTERACT FRUSTRATIONS, ISSUES OR COMPLAINTS ON SOCIAL MEDIA BY ACTUALLY IMPROVING THEIR CURRENT STATE OF PROVIDING SERVICE, AND COMPANIES SHOULD FOCUS ON IMPROVING CUSTOMER SATISFACTION AND HOW THEY RESPOND TO THE SERVICES AND PRODUCTS PROVIDED BY THE COMPANY AND WHAT THEIR REACTIONS ARE
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