Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.
Re-energizing Traditional Marketing with Social Media Where Social Media & Traditional Advertising Meet
05/24/11 2011 Keep Climbing Focus <ul><li>With the launch of our brand campaign, we’ve made a public promise to  improve t...
Current Delta Channels <ul><li>Twitter:  </li></ul><ul><li>Three Twitter accounts to serve a variety of strategic and cust...
@DeltaAssist <ul><li>Created in May 2010 as a way to interact and engage with customers in a meaningful way. </li></ul><ul...
What Customers are Saying <ul><li>@DeltaAssist This service on twitter is Nordstrom style customer service. Thank you. Exc...
Twitter Volume & Sentiment
Keep Climbing Ads, Tab & Modules
General Volume Trend
Facebook Users & Likes
Facebook Tab Measurement Week 1  Impressions & CTR By Landing Page Impressions & CTR By Message Metric Total Delta FB tab ...
BlogWell DC Social Media Case Study: Delta Air Lines, presented by Rachael Rensink & Jerry Fletcher
Nächste SlideShare
Wird geladen in …5
×

BlogWell DC Social Media Case Study: Delta Air Lines, presented by Rachael Rensink & Jerry Fletcher

3.451 Aufrufe

Veröffentlicht am

In their BlogWell DC presentation, Delta Air Lines' Manager, Social Media, Rachael Rensink, and Manager, Online Support & Social Media, Jerry Fletcher, share how they are engaging with their customers through social media.

Veröffentlicht in: Business, Technologie
  • An excellent illustration about how big businesses (Delta is among the world's largest airlines) are strategically implementing social media to Actively Communicate with customers...thanks for sharing!
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier

BlogWell DC Social Media Case Study: Delta Air Lines, presented by Rachael Rensink & Jerry Fletcher

  1. 1.
  2. 2. Re-energizing Traditional Marketing with Social Media Where Social Media & Traditional Advertising Meet
  3. 3. 05/24/11 2011 Keep Climbing Focus <ul><li>With the launch of our brand campaign, we’ve made a public promise to improve the travel experience </li></ul><ul><li>Delta is making good on this promise by listening , leveraging social insights , and providing unique engagement experiences through social media </li></ul><ul><li>Through social platforms, our customers can better connect with us by sharing their thoughts & experiences, hearing directly from us on topics that matter to them and by Delta demonstrating our human side of the brand </li></ul>
  4. 4. Current Delta Channels <ul><li>Twitter: </li></ul><ul><li>Three Twitter accounts to serve a variety of strategic and customer needs </li></ul><ul><li>@Delta - Interact with customers about product, loyalty, & promos </li></ul><ul><li>- Speaks on behalf of the Brand </li></ul><ul><li>@DeltaNewsRoom - Engaging media, influencers, & bloggers - Speaks on behalf of the company </li></ul><ul><li>@DeltaAssist </li></ul><ul><li>- Engaging customers real time & providing assistance with questions, compliments or complaints </li></ul><ul><li>- 8 Reservations agents providing 24/7 service, speaks on behalf of customer service & as brand ambassadors </li></ul><ul><li>Facebook: </li></ul><ul><li>Write & create content to encourage engagement (commenting and liking). Creating a community. </li></ul><ul><ul><li>“ Virtual activations” that include sponsorships (GRAMMYs, Yankees, etc), social causes (BCRF, Habitat) & promotions </li></ul></ul><ul><ul><li>Unique engagement experiences include Delta Ticket Counter Booking Tool (social commerce), Delta Assist & Keep Climbing tab </li></ul></ul><ul><li>BLOG: </li></ul><ul><li>Under the Wing- Celebrating Delta culture, news from across Delta, & an inside view of Delta happenings </li></ul><ul><li>Frequent landing page for more information on content shared in short form on Twitter or Facebook wall </li></ul><ul><li>YouTube: </li></ul><ul><li>Supports & houses all official Delta Video content </li></ul><ul><li>http:// www.youtube.com/user/DeltaAirLines </li></ul>
  5. 5. @DeltaAssist <ul><li>Created in May 2010 as a way to interact and engage with customers in a meaningful way. </li></ul><ul><li>Staffed with 4 Customer Service Agents; M-F 8-6 ET. Expanded now to 12 agents; 24/7. </li></ul><ul><li>Services offered: </li></ul><ul><ul><li>Answer questions on policies & procedures </li></ul></ul><ul><ul><li>Travel help (airport, online bookings, post-travel questions) </li></ul></ul><ul><ul><li>Rebooking assistance (for travel disruption) </li></ul></ul><ul><ul><li>Complaint resolution </li></ul></ul><ul><ul><li>Random/fun questions: best dining in XYZ to hummus type served </li></ul></ul><ul><li>Received lots of media recognition & praise </li></ul><ul><li>Expanded DeltaAssist to Facebook </li></ul>
  6. 6. What Customers are Saying <ul><li>@DeltaAssist This service on twitter is Nordstrom style customer service. Thank you. Excellent </li></ul><ul><li>Thanks to the social media team @Delta (DeltaAssist!) for renewing my faith in customer service! </li></ul><ul><li>@DeltaAssist is amazing. Flight help, SM help and CS provided thru empowered employees! What a novel idea :) Keep up the great job @Delta </li></ul><ul><li>@DeltaAssist Thx for your support tracking down the luggage of my sons in NYC. This is a great medium. Much appreciated! </li></ul><ul><li>@DeltaAssist was very helpful in figuring out my flights tmrw. maybe this is the future of &quot;customer&quot; service... sigh. </li></ul><ul><li>@DeltaAssist ^jd i really appreciate you helping me with my canceled flight, you just saved a x-mas thanks and merry x-mas #deltarocks </li></ul><ul><li>Big thanks to @deltaassist for tangible response after crappy travel situation. missed daughter's Christmas party but @delta made it right. </li></ul><ul><li>Anxious to see colleagues/friends in Long Beach. Delay in MSP = missed connection in SLC. Thanks to @DeltaAssist for the contingency plan! </li></ul><ul><li>Put comment on twitter. Quick reply. Quick research & answer. @DeltaAssist one of the best customer service experience ever #delta @Delta </li></ul><ul><li>OK, @delta has rebooked me via Paris on Tuesday, all done via Twitter, no waiting. Thanks @deltaassist </li></ul>
  7. 7. Twitter Volume & Sentiment
  8. 8. Keep Climbing Ads, Tab & Modules
  9. 9. General Volume Trend
  10. 10. Facebook Users & Likes
  11. 11. Facebook Tab Measurement Week 1 Impressions & CTR By Landing Page Impressions & CTR By Message Metric Total Delta FB tab Click Rate 0.17% 0.05% 0.05%

×