Humanization is the Name of the Game for Tweeting Customer Service
Much to the chagrin of many European travelers, there is only one Lidia Stefanowska. But thanks to Twitter, easyJet’s Customer Experience Manager is seen regularly in all 118 easyJet destinations. As the leader of @easyJetCare, Lidia’s team handles customer questions and problems in real-time, and has earned high praise due to its ability to humanize an electronic communications channel.
Scroll down @easyJetCare’s page, and the first thing that strikes you is actually an omission—easyJet’s logo. Instead, the picture box features a woman’s smiling face (presumably Lidia herself), and every tweet is “signed” by the Customer Experi- ence team member’s initials (“EW” in the screenshot below). In addition to the lit- eral message conveyed, @easyJetCare clearly communicates that a customer deals with individual people at easyJet, not just a faceless corporate umbrella.
NOTE: This is an excerpt from the whitepaper, Getting Over Airrogance: How Airlines Can Live Up to the New Realities of Customer Engagement, in the Age of Social Media, which I published previously.
