United Airlines uses a little customer service to start big conversations

My friend Auren shared a great example of how every touch point matters and how, if you do it right, it gets amplified via social media.

It all started when he left his Kindle on a plane.

Then, he gets an email from United telling him they have it and are holding it until he can pick it up.

Seeing as this is remarkable, Auren then tells all of us via his blog about how United has upped their game as an airline. (I fly them a lot and agree).

Bottom line: This is some serious word of mouth and brand building — and all for the cost of a few seconds worth of research (finding Auren’s email) and time (putting his Kindle in the locker in Sydney).

The lesson: If you make everyone a marketer and empower them to make every touchpoint remarkable, you generate the type of word of mouth conversations that drive awareness and brand.

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About Jeremy Epstein

Jeremy Epstein is VP/Marketing and Social Navigator at Sprinklr, the world’s leading enterprise Social Media Management System to help large organizations save time, mitigate risk, orchestrate activity, and use social data to grow their business. A committed WOM practitioner, Jeremy previously worked at Microsoft and ran an international community marketing-focused consulting firm.

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