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White Papers & Research for Travel & Transport

Social media customer experience
Consumers are increasingly turning to social media to express their concerns regarding airline service. More than 5,000 posts on social media sites (Facebook and Twitter) were directed at the client every day, with the number increasing rapidly and response times were deemed inadequate. Responses to tweets and comments were done only when the client’s website manager was available. The client required a more efficient method to respond. The client’s requirements included a personal touch for management of social networking sites and a faster way to provide feedback to consumer queries. The client needed this engagement to go live in 20 days.

Not saying No doesnt mean yes
Mergers and acquisitions are a popular vehicle for growth, and while in theory 1 + 1 = 3 sounds great, in practice it isn’t that easy. Experts estimate that roughly two-thirds of mergers disappoint, rarely delivering highly anticipated synergies.