Understanding the Value of Social Media at Airports for Customer Engagement (2014) / Chapter Skim
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11 If you ask a social media expert what it takes to create a large, highly engaged audience they will likely tell you five things: "Be Authentic, Add Value, Use Images, Curate Great Content, and Tell Amazing Stories." Although the advice is simple, its implementation requires a plan. This chapter presents a discussion of a content engagement plan, a content plan, and selected customer engagement strategies.
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12 Customer Service As shown in Table 4, customer service tweets are used by all airport operators surveyed; ranking as the top engagement strategy. However, the practices for providing customer service tweets vary.
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13 and new aircraft on its social media platforms, and has established a following in the Charleston community. The most recent "spotting" at Yeager was a blimp depicting one of the minions of Gru, the main character in the animated movie Despicable Me, "spotted" by Charleston residents.
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