By now, you know the drill. If you run into a problem with a company or brand, you can go right to their Facebook or Twitter page, and let them know about your complaint or issue.
And sometimes you get a positive result – and sometimes you don’t. Many brands don’t even bother to acknowledge these user concerns. For the company itself, it often means seeing a number of customer complaints on the main fan page – not exactly pretty or fun to read.
Now Delta has created a special Twitter account called “Delta Assist.” It is set up as a 24/7 service to handle any and all complaints, hassles, and beefs. With more than 62,000 followers at the time this blog was written (mostly frequent flyers like me, I’d assume), consumers have gotten Delta’s message.
Lori Lewis frequently talks about the importance of acknowledgment, and that’s what Delta Assist is all about. Every person counts. Notice how they list out the 14 members of their team so you have a degree of accountability and a personal touch with the responses from Delta Assist.
Perhaps not for every radio station, but you can imagine how a major media brand could do something very similar – and set itself apart from an impersonal pure-play. Questions about the station, events, and other fan questions could be answered efficiently and respectfully.
I remember the old ABC-FM stations all had a “Community Switchboard,” staffed mostly by interns and volunteers. In a lot of ways, this is a modern, digitized version with an emphasis on customer satisfaction – and a way to set a brand apart from the pack.
Twitter as the modern-day complaint hotline?
It’s a real-time idea that just makes sense.
Jacobs Media has consistently walked the walk in the digital space, providing insights and guidance through its well-read national Techsurveys.
In 2008, jacapps was launched - a mobile apps company that has designed and built more than 1,300 apps for both the Apple and Android platforms. In 2013, the DASH Conference was created - a mashup of radio and automotive, designed to foster better understanding of the "connected car" and its impact.
Along with providing the creative and intellectual direction for the company, Fred consults many of Jacobs Media's commercial and public radio clients, in addition to media brands looking to thrive in the rapidly changing tech environment.
Fred was inducted into the Radio Hall of Fame in 2018.
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