Disgruntled Customer 2.0 – Lessons Learned from British Airways in Brand Reputation

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In just a couple of weeks, I will be flying British Airways  as I travel to speak at Interaction 2013,  an intranet conference in London that I’m really looking forward to and would ideally like to attend while fully dressed — I’m sure the attendees would appreciate it too. So, the recent firestorm regarding British Airways and the lost baggage incident on Twitter certainly peaked my interest. Painful as it for British Airways right now, it’s a great case study of many things: customer service, crisis communications, reputation management and social media presence.

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Who’s Using Social Media Anyway?

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Guest post by Ann Barrett, Director eRecruitment & Social Media Strategy at Sun Life Digital. You can find Ann via her Social Recruiting blog where she writes about social media and Human Resources. She can also be found on LinkedIn.

Facebook. Twitter. Google+. Pintrest, Instagram, LinkedIn. They all have become mainstream words we use in our everyday conversation. They have penetrated all forms of media including print, TV, radio, video and digital. It would almost seem strange not to hear or see those familiar icons.

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