ABSTRACT
Viewing Attensity’s Analyze 6.0, we can see that the sentiment analysis around the airline seems to suggest that United does a poor job of serving its customers. I believe United is making a huge mistake by not quickly addressing the issue. As Wang summarizes:
In this shift from transactions to engagement, social business and customer experience shift the priorities of major organizations. Organizations must sta€, train, and enhance the way their front o”ce employees work with prospects and customers in multiple channels. Social media makes everything transparent and any competitor can monitor your company’s social presence. Hoping that folks will ignore you if you ignore social media is a sure way to drive negative sentiment for your customer base.
