Customer service via Twitter – what a missed opportunity for airlines

Twitter can be a great channel for customer service. As my own research shows, customers see Twitter as a quick way of solving problems, obtaining information, and connecting with (and learning from) other users. Yet, not all firms seem to be embracing it. Research by Priyanga Gunarathne, Huaxia Rui and Abraham Seidmann, looking at how … Continue reading Customer service via Twitter – what a missed opportunity for airlines