A few days ago, the security line at the Atlanta Airport was about 45 minutes long. My flight was going to start boarding in 45 minutes. Out of options and worried I was going to miss my flight, I tweeted to my airline, “Help! I’m stuck in the security line and I’m afraid I’ll miss my flight!” Less than a minute later, the airline responded. We discussed other flights, but as it turns out, I just barely made my scheduled flight.
I didn’t want to search through a website for a phone number and wait on hold. I wanted to shoot a quick message off and get an immediate response. This level of customer service is instructive to other industries. Are you responsive to your clients’ needs? Are you able to talk to them, wherever they are? If not, how much is it costing you?