Really, United? Twitter Version of Hanging Up.

by Jeannie Walters

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United Airlines is trying to do the right thing here. But this is a great example of misfiring using social media. It’s NOT connecting with customers. This tweet is basically the Twitter version of “Let me transfer you.” Click.

So Charles Porch, a real, live customer, says “Can’t purchase” and this tweet basically says “Good luck to you, Sir.”

Why not respond directly with how to help? Request a direct message with a phone number? Offer an incentive to stick it out with United, even through the challenges? Web sites aren’t perfect, technology lets us all down, but this looks like an immediate issue that could have been addressed.

Charles was more than gracious, saying “Thanks for looking into it.” But seriously…what about customer support?

I’ve ranted about social media and communication before. But this is what drives me crazy about social media or any other communication with customers – it’s not just communication for communication’s sake. This customer has a real problem and the company isn’t willing to reach out and help. Lame.

What do you think? How should United have handled this? Am I wrong to think this is incredibly lame?

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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