12/16/2013

The airline Qantas is keeping tabs on customers' social media updates by using geo-tagging to monitor any messages posted from within its customer lounges. That makes it easier to wow customers by fixing problems quickly or going the extra mile to improve their journey, says Jo Boundy, digital communication chief at Qantas. "It allows us to pinpoint customer feedback to a specific location. If someone raises an issue, it gives our lounge staff the ability to step in and resolve the problem," she says.

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