Blog & Resources

American Airlines

Proactive Social Customer Service Is Now Expected

Did you know it's Social Media Week? In several cities around the globe, they're celebrating all things social media with conferences, parties and networking opportunities. Alas, Chicago is not on the agenda this time, but it's still an exciting thing ...

When Inside-Out Trumps Outside-In, Customer Lose

Did you hear the one about American Airlines? They rebranded, re-logoed, and are doing their best to reinvent. It was a big deal; they invested 2 years and quite a bit of cash to get it right. And yet… The ...

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