"Social media is part of our communications strategy so, ... we didn't have a big powwow about it saying, 'oh, we need to get out the message via social media'. It is already assumed that is one of the channels we want to use," says WestJet emerging media advisor Greg Hounslow.
This quote totally sums it up.
Marketing special report: Social media by Mary Kirby is a great article discussing how airlines are using Facebook, Twitter and other social media sites to get their messages out.
"Social media isn't the way of the future - it's now," says Jessica Green of Greenwin property management.
Mobile phones (and even cars now) give your customers easy access to social media and the online discussions are immediate.
You don't have time to debate about a response, so a social media policy needs to be in place and the people monitoring them need to have the authority to respond immediately.
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