How JetBlue Handles Social Customer Service During COVID-19

<p>Laurie Meacham, the Manager of Customer Support at JetBlue, joins the Social Pros Podcast to talk about the importance of empathetic marketing and showing humanity towards customers on social media.</p> <p><strong>Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:</strong><strong> </strong></p> <p><a href="https://sforce.co/2U5DPt4"><strong>Salesforce Marketing Cloud</strong></a></p> <p><a href= "https://socialmedia.org/socialpros/"><strong>SocialMedia.org</strong></a></p> <p><strong>Remember to have humanity</strong></p> <p>When COVID-19 hit, many brands were not prepared for handling a crisis of this scale. It was uncharted territory for many of us and it still is. COVID-19 has not ‘gone away’ and as social practitioners, we have had to scramble to <strong>adjust and fine-tune our content in response to the COVID-19 crisis.</strong></p> <p>From postponing brand announcements to canceling live events and adjusting content calendars, it has not been an easy transition, to say the least. However, one thing that I think we can all agree on is the undeniable importance of <strong>aligning your social customer services in response to the crisis.</strong></p> <p>Customers are firing more questions at brands than ever, and they’re using social to do it. Laurie Meacham, the Manager of Customer Support at JetBlue, has handled social customer service during COVID-19 perfectly. Think about it, this is a company that, like many others, has been hugely impacted by the global pandemic. Flights were (and still are in some cases) presumed canceled, and people are hesitant to even step foot on a plane. But, above all else, customers want <em>answers</em>, and Laurie and her team are right there, in the trenches of social media, <strong>to answer customers questions and show humanity</strong> during a highly stressful and uncertain time.</p> <p><strong>In This Episode:</strong></p> <ul> <li>04:27 - How JetBlue’s virtual customer support tea