Does Delta Air Lines care about its customers?
This revisits two posts from a couple of weeks back, in which I pointed to Jeremiah Owyang’s even-tempered complaints about Real, Delta, and PeopleSoft. Companies #1 and #3 responded to his post within the day, but Delta . . . has yet to be heard from.
Surely someone at Delta has seen this by now. Jeremiah is a Forrester analyst and enjoys a large online audience. Even if no one at Delta reads his work regularly, surely someone in their p.r./damage-control office has news alerts set up to ping them when a post like his hits the blogosphere. Right? Right?
Or maybe not. Maybe, for the moment, Delta can still get by with ignoring appeals like Jeremiah’s. But the growth of the blogosphere and attendant social media is such that, someday, they will not be able to ignore them. On that day, a complaint like Jeremiah’s will have material adverse effects on their business. When that day comes, I venture to say that they will be unpleasantly surprised. They will find that they have failed in their online strategy much like Hemingway’s bankrupt: gradually, then suddenly.
Category: Internet, The language of business, TransportationIf you liked this post, please consider subscribing to the RSS feed so you can receive future articles delivered to your feed reader.
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Delta, What about US AIRWAYS. They used my charge card to pay for some one elses ticket, Whom I had no Idea who it was. I suspect it was the next customer who called in. BUT BUT, get aload of this. US AIRWAYS would not credit my card for , almost 60 days, till this passenger showed up at the airport to fly the flight. So they could get another form of payment, from her at the gate. Now thats customer service. Needless to say ,they wont see me anymore.