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United Sinks to Bottom of Customer Satisfaction Barrel

Airline travel experiences were relatively satisfactory for passengers in 2012, based on a number of metrics -- except for the most telling one of all: customer complaints. Those rose sharply, according to the Airline Quality Rankings Report, which examined 14 of the largest U.S. airlines and their ...

The Skies Have It: Affordable Broadband Internet for All

The rural broadband delivery business is rapidly changing. When Dish Network's super-cheap broadband-via-satellite service, dishNET, went live in October, it prompted a satellite Internet price-war. dishNET download speeds reach 10 Mbps. Service starts at $39.99 a month for 10 GB of data at 5 Mbps i...

Study: Many Shades of Like in Brand-Consumer Engagement

A Like on Facebook goes a long way. Seventy percent of consumers who engage in social media make purchases from brands they are connected to, according to a new study released by SocialVibe. Connections form when a consumer clicks Like on Facebook, Follows a brand on Twitter or interacts with a bran...

NYT’s Trademark Vigilance Cranks Up Twitter Mockery Meter

"GUYS, young people like to hang out in groups, and The Times is ON IT." So goes The Times Is On It, the latest parody account to take Twitter by storm. Creator Benjamin Kabak's running joke is on The New York Times for its breathless reporting of everything obvious. On Monday, though, @NYTOnIt sudd...

Satisfaction Survey: Airlines, Fast-Food Joints Less Despised

One would almost think we have entered a stage of customer service nirvana: Two industry categories not ordinarily associated with high levels of customer service satisfaction -- airlines and fast food -- have garnered relatively good scores in a new American Customer Satisfaction Index report. The ...

Fee-Crazy Airlines Losing Customer Satisfaction Points

Customer satisfaction with the airline industry took a dip in J.D. Power and Associates' 2012 North America Airline Satisfaction study after two consecutive years of improvement. The drop was not a large one; overall, passenger satisfaction dropped to 681 index points on a 1,000-point scale. In 2011...

Twitter Trades Simplicity for Sophistication

Twitter has updated its site and dramatically streamlined its user interface with an eye to attracting new users -- not to mention brands. The new look is based on tabbed sections where users can spruce up their profiles and better organize their content. Businesses get the same privilege, with the ...

Delta, American Airlines Fly the Coop on Travel Sites

Delta Airlines has pulled it flights from three travel aggregation sites, including BookIt.com, CheapOAir.com and OneTravel.com. Delta will honor fights that were booked on those sites before its mid-December cutoff. However, Delta did not opt to remove its listings from the travel site Orbitz, whic...

The New PR: Little Tweets From Big Cheeses

A tweet that may prove sweet for Google's bottom line has sparked discussion about what constitutes public relations in the age of social media. "There are over 300,000 Android phones activated each day," Google Android development director Andy Rubin -- aka Twitter user "Arubin" -- tweeted Dec. 8 t...

Twitter’s Earlybird Lands With Groupon, Gilt on Board

Twitter on Wednesday launched its @earlybird service, aimed at providing its some 75 million members with daily deals and creating a revenue stream for itself. The first offering from the service was a discount on tickets to see the critically panned movie "The Sorcerer's Apprentice" from Disney and...

EXPERT ADVICE

Taking the Personalized Marketing Path to CRM Nirvana

As businesses worldwide increasingly focus on e-commerce as a vehicle for driving new revenue streams, most e-commerce sites still struggle to leverage the growing wealth of customer data to which they have access. This failure to integrate customer relationship management activities with online vis...

New Tech Tools for Thrifty Travelers

Many college students have been spending the week on the beaches of Padre Island and other balmy locales, soaking up equal parts sun and alcohol. Meanwhile, the families of America are starting to think about where they'd like to dig their toes in the sand for summer vacations -- if they're not alre...

New Rule: No More Airplane Passenger Abuse

U.S. airlines may not keep passengers waiting in an airplane on a tarmac -- whether for take-off clearance or stalled because of bad weather or just about any other reason -- for more than three hours, according to new rules issued by the Department of Transporation. After two hours, airlines are re...

WEB SITE REVIEW

JetBlue: Light on Frills, Heavy on Friendly

My tour of travel-planning Web sites for the E-Commerce Times has included stops at some of the aggregator sites, some discount companies and some alternative services. I'm now entering new territory with explorations of the Web sites of the operators themselves. First stop: JetBlue, a discount airl...

10 Reasons to Adopt a Social Networking Business Strategy

Get beyond the fascination and addictive tendency of Twitter, Facebook and other social networking apps, and underscoring all of these new approaches to connecting, communicating and collaborating with others is a revolutionary new way of communicating with your channel partners as well. Social netw...

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