Will a Company’s Technology and Social Media Strategies Influence Your Purchasing Decisions?

I, as a customer, just had a bad experience with Delta Airlines. Yet, I talked about Delta several times in this blog because Delta is leading the industry in implementing social media and new technologies in operations. For example, travelers are able to buy flight tickets on Delta’s Facebook page. Delta also uses Twitter to respond and solve travelers’ complaints. More recently, the airline installed 200 iPads at JFK, allowing travelers to order food or drink, or just “entertain themselves” with this gadget. After an order is placed, a server will deliver the food to travelers who are waiting at the gates.

Now that you have heard all these updates of Delta Airlines, do you want to try these new services? Are you more willing to fly Delta? What is Delta’s return on investment? Furthermore, I wonder if consumers will change their impressions to a company, such as Delta Airlines, or even their purchasing decisions because of a company’s technology and social media strategies.

References:
USA Today: http://tinyurl.com/linchikwok11222010
Picture was downloaded via http://tinyurl.com/linchikwok11222010P

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