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7 posts tagged customer service
Gatwick becomes first UK airport with the blue Twitter tick
Congratulations to London Gatwick Airport, which has become the first airport in the UK to have a verified Twitter account, with the blue tick on its profile signifying that it is a trusted news source.
The Wall calls it “a good example of Twitter customer service”, while The Drum points out that since being sold by BAA to new owners GIP, Gatwick has taken a lead in other social media areas (such as mobile barcodes) as well.
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Rabbit wins Best Use of Digital in Customer Services
Yesterday evening, our work with (client) Gatwick Airport was recognised with the award of the CorpComms DigiAward for the Best Use of Digital in Customer Services.
Our campaign over the past year has allowed us to really prove the advantages of a cohesive social media policy and communications strategy and we’re over the moon to have this recognised in these industry awards (having previously won awards from the CIPR and econsultancy).
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Rabbit up for social media campaign of the year
We ended last week with some amazing news - the work we did for (London) Gatwick Airport has been highlighted by the CIPR as one of the best social media campaigns of the year!
The CIPR Excellence Awards short-list is out and the Gatwick campaign is a finalist in the social media category, with Facebook and Flip Video among others for company.
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Download, check in, review, take off!
Almost a year ago we started working for London’s Gatwick Airport.
Our brief has been to use online social tools to improve airport / passenger communication and to bring Gatwick’s £1 billion investment programme to life - we’ve called this the ‘Talk to Gatwick’ campaign.
During that time we’ve been given the chance to do some amazing make a difference work and roll out a number of firsts for the airport.
This has included working with Gatwick on using Twitter as a round the clock customer services tool at peak periods (for example before Christmas), and creating giant mobile barcodes to show passengers what’s going on behind construction hoardings.
The third element of Talk to Gatwick has just gone live and involves the social network Qype being used as an independent 3rd party review system for Gatwick retailers, restaurants and facilities.
With 22 million monthly users, Qype combines location based networking with user reviews - you check into a venue and then rate it.
To the best of our knowledge, this is the first time that an external third party review system has been integrated into an airport website, with the sum of those reviews, good and bad, appearing for all to see.
This is a real commitment to transparency and letting passengers have their say on the airport’s part as not only will the reviews be public on the Gatwick site, they will also be acted on by the Gatwick management team.
Over the coming month we’ll be working with Qype to actively encourage the 33 million people who use the airport every year to download the Qype app onto their phones and rate the experiences - watch this space for some of the ways in which we’ll make that happen!
(Link to press release)
HOW ONLINE TRANSPARENCY CAN LEAD TO INCREASED SALES
Last Wednesday we picked up the econsultancy award for innovation in online customer services for Gatwick Airport.
We worked with Gatwick in bringing some of the changes happening at the airport to life using online tools (for example through giant mobile barcodes on construction hoardings) but what has really been key is Gatwick’s commitment to transparency – it sees public online feedback as a strength rather than as something to be hidden away or ignored as is still the case for a lot of brands.
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TWITTER FOR CRISIS COMMS IS SNOW JOKE
London’s airports have obviously been the UK’s top news story over the past few days following the snow chaos that descended on the capital.
Our client Gatwick Airport has been open since Sunday morning with the exception of a two hour gap on Monday night when the runways were cleared with additional snow ploughs that had arrived on Saturday, winning plaudits from the media as a result (for example see this report by Channel4′s Jon Snow - “Snow on the Snow”).
