- Ryan Air –

Social Media Solution

10 point plan for dealing with upset customers

SOCIAL MEDIA SOLUTION

• 1st point:

To recruit a community manager who will supervise all actions in social media;

-> It’s important to mention that young fresh people can be good compromise. They know very well all the social media, and they don’t ask a high wages.

• 2nd point:To be present in the innovative social media, which attract more and more;

-> It’s important to be present in the most famous social media such as Facebook or Twitter, but it’s primordial also to stay informed of the new attractive social medias such as Pinterest or Instagram for example.

• 3rd point:

To keep a eye on all bad comments (via Google Alert for example);

-> To try to check all bad comments making a list with comments that deserve a response, and that can have an important repercussion on the brand image. To answer to some comments can be a waste of time.

• 4th point:

To use the first using of social media which is interaction with customers.

-> To interact with customers allows to establish a direct marketing, and thus to maintain strong relationship with them.

SOCIAL MEDIA SOLUTION

• 5th point:To become a friend and adviser, not a simply company’s agent;

-> To take into account the client problem, and act quickly with good words, and not aim him. To show empathy, and to explain again the problem to know if we well understand the client request.

• 6th point:Community manager or the person who is in charge of social media, has to have his own profile in every social media;

-> To put profile picture, to speak about his own experience in the company, to update his info very often, or to give his name, to answer allow to more closer to the client.

SOCIAL MEDIA SOLUTION

• 7th point:To answer in a way of fun, in terms of the problem degree;

-> To use video, slideshare, vocal memos, special police writing,… can allow to set the problem easily and to keep the modern and innovative brand image.

• 8th point:To communicate through all social medias and to improve the interaction between customer;

-> To use social media, in public, allows word of mouth. For the same effort and cost, thousands more people see that company actually cares about customers.

SOCIAL MEDIA SOLUTION

• 9th point:

To use a third person;-> It allows to interact people between each other, and thus to help

them between each other; To use the voice of fan;

• 10th point:

To offer a compensation in terms of the problem;-> To use games in social media with gain to apologize.

SOCIAL MEDIA SOLUTION