Social Media as Sources of Customer Feedback?

By Paul Aas, Loyalty Group

Southwest and EasyJetA couple of surprising incidents published lately, show the power of social media. Not only from the Customer's perspective, but it also shows how large public companies that are normally famous for their customer service, totally "lost the plot" when a customer posts the wrong message on the Internet.

Check out how famous companies like Southwest Airlines and EasyJet reacted, when two of their passengers sent a Tweet while boarding their flights.

Social media as sources of Customer Feedback?