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Customer Service, Media Monitoring, Twitter, Blogs - A Story With Everything
A recent post on the Advertising Age blog caught my eye: "Marketers Struggle to Get a Firm Grip on Social Media".
As a marketer and someone who helps others market themselves and their business, this piqued my interest. And who among us isn't overwhelemed (at least partially) by all the social networking choices and options.
The article is about a panelist discussion at the Ad Age Digital Marketing Conference. The panel topic was Making Social Media & Marketing Work, and I found one paragraph/section particularly insightful, and several lessons that pretty much any business could learn from.
One of the panelists named David Armano talked about a marketing experience he had with Southwest Airlines on his way to the conference.
"It took me two touches on the kiosk to get my boarding pass on Southwest on my way here," he said.
It was a very basic interaction that didn't even include people. He interacted with a kiosk. It was quick and efficient, and in this case, a kiosk was obiously the right way to make him happy as a customer in that particular situation.
In fact, Mr. Armano was so happy with the quick service, that he broadcasted his feelings on Twitter. I don't know what he said ... more

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