Customer Engagement Takes Off for American Airlines

WHEN: Watch Now

DURATION: 30 Min

Find out how one of the nation’s biggest airlines uses social analytics to re-engage with their customers to propel their customer service and loyalty ratings.

Hear Katy Phillips, Social Communications Analyst for American Airlines, explain why American was one of the first major airlines to actively engage customers online. Learn more as she shares how NetBase helped American as a way to respond immediately to customer feedback, to engage customers, and:

  • Accurately and efficiently measure activity to fine-tune customer support processes
  • Increase brand loyalty by bolstering their connection with customers
  • Mitigate negative feedback around travel hassles
  • Monitor and analyze customer support issues
  • Engage in the online conversation to boost customer satisfaction

Katy Phillips
Social Communications Analyst, American Airlines