“American Airlines not only informs and responds to customer questions on Twitter, but does so in a sincere and human approach that I find refreshing for such a large organization. My direct interactions with American’s social media team on Twitter have been downright enjoyable, with occasional fun back-and-forth banter akin to a friendship. And I know I’m not the only follower with the same experience…
… American clearly is paving the way for how an airline can build a unique relationship with customers, using new technology.
@AmericanAir has more than 393,000 followers. And so far this year, American has racked up around 2,500 daily mentions and posts across various social media platforms including Twitter, Facebook and blogs.”
Check out the full interview with Jonathan Pierce, American Airline’s Director of Social Media Communications here.