European airline easyJet (@easyJetCare) use CoTweet to manage customer service interactions through Twitter. This interesting BBC News video covering the impact social media is having on the travel industry features Paul and his teams efforts (the easyJet piece starts at 3:45). → Watch the video
Yes we make mistakes, everybody makes mistakes. It’s what we do about that feedback…and we resolve problems.
Paul Hopkins, Head of Customer Experience, easyJet
