One month and three interviews later, what did we learn from Frank Eliason, Susan Bean and Bowen Payson? Well first off, they’re clearly pioneers. When so many companies are just now trying to figure out how to handle Social CRM, these folks have a huge lead. In five years time, nerds like me who care [...]
In Part 3 of my interview with @VirginAmerica’s Bowen Payson, we first tackle the “Will it scale?” question, and then cover team size and training, response speed and the future of Social CRM. Watch Part 1 and Part 2 for the whole conversation. A big thanks to Bowen for an insightful look inside Virgin America’s [...]
In Part 2 of my interview with @VirginAmerica‘s Bowen Payson, we talk about intuition, monitoring tools and real-time Social CRM in action; how a tweet can get a pilot’s attention in the air. Plus, some customer training for Guy Kawasaki…
Bowen Payson is Virgin America’s Manager of Online and Digital Marketing and leads the social media response team on Twitter, Facebook and beyond. I caught up with him between panels in Austin last month to discuss how Virgin America tackles the nuts and bolts of social CRM in the high-profile and potentially volatile airline industry. [...]