How do you use a blog to reach an audience that doesn't read blogs? Be found by a reporter who does.
I talked to Travel Weekly's Andrew Compart last week after he found my post on the fallout from AA flight 1348. His timing couldn't be better, given the heartburn JetBlue is feeling this week. Andy's article, Blogged upside the head (free registration required), takes the message of listening to social media to travel industry readers:
So what is a company to do?I'll resist the urge to quote Andy quoting me. Take a look at the article. We're getting the word out.For one, the ability of consumers to air their grievances to a worldwide audience has made it more important than ever that companies respond quickly and appropriately to consumer complaints.
It's probably not realistic, however, to believe even the best companies can identify or satisfy every unhappy customer before he or she tries to exact revenge via the Internet. That means they need to be proactive by closely and continually monitoring what's being said about them in cyberspace, or hiring someone to monitor it for them, so they can nip trouble in the bud.
Tags: travel airlines SMA blog monitoring
