Forbes – ‘Reputationally challenged’ airlines could score better via better consumer engagement tactics

Just one U.S. airline gets an above average score from customers who engage in conversations about it on social media platforms, and only a couple of them score above average based on conversations consumers have about them in more conventional channels.

But no U.S. airline scores above average in both categories, and some flatly aren’t very good at either.

Those are the conclusions that can be drawn from a new evaluation out today of how effective seven big U.S. airlines are at engaging their customers in conventional and new communications channels. Ed Keller, CEO of Engagement Labs, a marketing communications research and advisory firm, says all seven of the airlines evaluated have significant room for improvement in engaging their customers in order to improve what those customers say about them online and off.

Read the entire Forbes article, here.

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