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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

Comments

  1. I feel that as a consumer who has had bad experiences with Delta Airlines, their recent implementations of social media strategies will not change how I view their service. Many of today's consumers act on first impulse, they see a new product and want to purchase it just because it is suiting to the eye. Delta Airlines' service is much more than iPads in JFK and being able to book your ticket through their Facebook page.
    I feel these are just strategies to attract customers with the latest technological advances and because consumers act on impulse they would probably be more likely to fly Delta just based on these new services being offered. It seems that more and more companies are using social networks to communicate with consumers and make them feel as if companies are now caring more about their opinions. I personally will not be one of consumers taking part in Delta's new social media practices because their overall service over shadows their simple additions of the latest gadgets.

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