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The failure of Delta to respond in time on Twitter (or actually any communication channel) is more than irritating, as the airline industry already had its “bad behavior” example beginning this year when Ryanair failed to answer a consumer complaint in a fashionable way. There was a lot of buzz in the marketing community and you would expect an airline like Delta to learn from competitor’s mistakes.

Boeing 767-400ER by Delta Airlines.
Image via Wikipedia

The statement “We will align our social-media strategy to be in sync with our other communication vehicles for the benefit of our customers and employees.” leaves the consumers at least with the hope the industry is going to change soon towards a positive customer experience. However, I wrote such a statement already a couple of months ago after the Ryanair case and obviously nothing has really changed…

Read more on AdAge: Southwest Reaches Out to Reassure Customers, While Angry Passenger Lays Into Delta

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About the importance of innovation and how social media marketing can influence an innovation process

While the “closed” innovation model served organizations well in the past, more recently, several factors have undermined the logic of this model.  One factor is the increased mobility of the workforce.  As people move from one organization to another, they take with them the tacit knowledge acquired in one organization and pass it on to others in a different organization.  As employees went back for additional education, some of the company-specific knowledge spilled over.  A second factor was the increase in the presence of venture capital firms who specialized in creating new firms that commercialized external research and converting these firms into growing, valuable, and thriving companies.  A third Read more

Oliver T. Hellriegel @ meshed#1

Oliver T. Hellriegel @ meshed#1

A couple of weeks ago I held a keynote at meshed#1, Social Media & Online-Marketing Conference in Linz, Austria.

According to computerwelt.at this was the first conference on Social Media in Austria (which came as a surprise, to be honest). Attendees were mostly Marketing Professionals from companies, some of them already familiar with Social Media.

So what did the attendants learn? Read more