Delta Air Lines: Should I cut them some slack?
I’ve been hard on Delta lately. Maybe I shouldn’t be so hard on them for failing to answer one blogger’s complaints. My Mom, who remains my #1 fan, read my earlier postings on the subject and sent me the link to this story about Delta’s efforts to improve etiquette in the air with a witty series of short “Planeguage” online videos.
I looked at some of the clips on Delta’s corporate blog, and they’re fine insofar as they go. For that matter, I’m impressed that Delta has a blog — and that they don’t delete (politely worded) blog comments that are critical of Delta.
But the videos still seem too cute by half — and too expensive by far — in comparison with the very small time and effort it would take to respond to legitimate complaints lodged by prominent bloggers. In other words, I’d rather see Delta spend a little less time and money on well-produced animated clips if it meant they could spend a little more time and energy in an open conversation with their customers.
Or maybe I’m just being too critical. What do you think?
Category: Transportation
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3 Comments so far
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You’re not being too critical. Delta has embraced the tools (blogs and online videos) of new marketing. But they plainly haven’t embraced the zeitgeist (marketing is a two-way conversation) of new marketing.
You are the only person who is complaining. Get over yourself and get a life.
Fascinating, Bob — I haven’t mentioned Delta on this blog in more than six months . . . yet I need to get over myself about it?
As a point of fact, when I wrote about this I *wasn’t* the only person criticizing Delta. And while I appreciate your feedback (I did invite it, after all), I’d rather you focused on what Delta’s doing right or wrong, instead of making broad assumptions about my whether I need to get a life.