June 23, 2008Delta Skelter - The Video
Filed Under: Consumer Central
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I've blogged about Delta Skelter here and here. I asked you if thought I should give this up or solider on, given Delta's pretty innocuous response and compensation offer. Your feeling was that I should continue, to which I'm still a little ambivalent.
I did feel that I needed to podcast about this as Jaffe Juice listeners are not necessarily the same as my blog readers AND I set this up in #109, recorded when I was in Sao Paulo.
I also asked you if you thought I should create a video and again your response was to the affirmative, so here it is:
Feedback so far has been that the writing is a little lost against the background and also a little too fleeting, thereby making it hard to read. I definitely agree.
I also wanted to share the "copy" (see the extended post) and open it up to you if you'd like to record a version of Delta Skelter. Images will be posted to the Facebook group.
Oh and one more thing, as of the last communication from Delta (2 week's ago on June 9th), I have not as yet received any e-mail confirmation or snail-mail correspondence and/or confirmation about their offer. Guess it's off the table then....
As a reminder: American Airlines is a crayon client, but I am writing about this experience in my personal capacity as a human, individual and most importantly, a customer – a Delta customer.
Delta Skelter video copy
How does Delta treat their most valuable customers?
I paid business class
How does Delta treat their most “loyal” customers?
I am Platinum Medallion
They downgraded me from business to coach on an overbooked 10 hour flight to Sao Paulo
(but failed to tell me in advance it was overbooked)
They were rude
They were indifferent
They were unaware
Well, now they aren’t
SHOW GOOGLE SCREENSHOT
I asked for 2 first-class round-trip tickets anywhere in the world.
I’m still askin’
…and I’m still talkin’
SHOW TWITTER CONVERSATION
…but I’m not flyin’
(at least not Delta)
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Comments
I used to follow you on twitter.
But as of today ignoring you.
This has nothing to do with web 2.0, only a way for you to try and get free tickets because of your following online.
It actually shows "YOUR" true colors.
Posted by: Larry
Larry,
Appreciate your comment and respect your POV.
You are correct. It has nothing to do with Web 2.0. My focus is on conversational marketing, which is as much about customer service, community, dialogue and partership, as it is about social media, web 2.0, technology, digital etc.
I do completely disagree about the free stuff and my platform critique. For starters, if I had zero followers, I'd do the same. Hell, if I didn't have a blog, I might start one because of this. As far as the free stuff is concerned, how about you tell me what I should be asking for.
Or put differently, if you were me...what would you consider to be an objective to achieve and/or satisfactory resolution.
This is a conversation. And my request to Delta is likewise a conversation. Perhaps you can interpret that as "negotiation" or perhaps it's just about a genuine and heartfelt resolution that is more intangible.
Posted by: Joseph Jaffe
Larry, I think you're missing the point. It seems like Joe is walking the walk here and getting a rare, firsthand case study in the process. And why shouldn't he?
Lets face it: We all join the latest 2.0 soc. nets and try out the tools sometimes for no other reason than to experience them firsthand so we can better understand the what/why/how of social media. So why shouldn't Joe experiment when he has a personal run-in with a brand?
When I had my run-in with Target, it was personally empowering to say "... and you'll read about it on Consumerist!" Target never responded, but 17K views and 140 comments later, I'd do it again ( http://tinyurl.com/5qk9pf ). In fact, if I ever witness someone getting better customer service after threatening to cause a fuss online, I will stand up and applaud.
The book is called Join the Conversation. Not Observe the Conversation.
Posted by: Kirk Skodis
@Kirk - I think he unsubscribed ;)
Posted by: Joseph Jaffe
I hear ya buddy...keep up that negative word of mouse.
I had a rant about Purolator the other day (http://tinyurl.com/6o895o) ..it is funny how some companies approach customer service.. it is almost like they reach a critical mass of customers and then loose their perception of the customer always being right.
Keep it up.
Russ
Posted by: Russ
Isn't this a question of "fair restitution"?
If the restitution offered is less than fair in your mind, shouldn't this be the focal point of this discussion?
It seems like there was an initial negative experience, the brand offered X, Joe (as an aggravated customer) demanded Y, and when this wasn't delivered, the conversation shifted to brand bashing.
This isn't a question of the brand at hand, this is a broader question of defining and redefining fair restitution. If we could please shift this conversation towards the real topic at hand, it would serve not only to help the industry overall, but help keep this conversation focussed on the business of doing business.
Starting this conversation over here : looking forward to hearing your perspective - http://jburg.typepad.com/future/2008/06/defining-fair-restitution.html
Posted by: jon burg
Jon,
I'm not sure what the conversation is about...put differently, it's about many things. Restitution is certainly one of them i.e. if a company does wrong by a consumer, what should they do to make it right? And what if the consumer (as increasingly will be the case) takes the lead and makes the first move?
That's an interesting angle as well.
I don't think this is about brand bashing at all. If anything, it's a metaphor for *my* dissatisfaction. This isn't about Delta at all....unless of course, they step up (which they haven't really done at all)
Posted by: Joseph Jaffe
I think the US airline industry in general (with some exceptions) needs to wake up and listen to its customers. My wife recently had a HORRIBLE experience with American Airlines...makes Delta seem like Virgin America.
Posted by: Felix Leander
Following up from my original response when this whole ordeal started (thanks for the tweet input on the video btw) its ridiculous to see that no resolution has come from this.
With the flurry of similar situations as of late (comcast, etc.) one would think Delta would be a bit smarter and resolve this with you.
@larry - you've def missed the point. Customer relations goes further than talking to a rep at the airport. Its follow-up, re-building that relationship and ultimately a resolution, in this case.
Best of luck in your future flights. :)
Posted by: Sonny
C'mon, you have read Presentation Zen, right? Surely the same design principles could be applied to this video!
I'm all for the cause though, although I do wonder if you're asking for too much with the tickets. First and foremost; engaging in conversation.
Posted by: Zac Martin
Zac, I must have missed the chapter on YouTube Zen.
I guess I'll get round to fixing it up sooner or later.
Agree with you on engaging the conversation. My "ask" was what I felt was appropriate, given the unique situation e.g. miles are meaningless (unless it's enough to get 2 first class round-trip tickets :)), so is money.
The obvious answer is the very nature of the product i.e. flights. At the end of the day, how much does it cost Delta to put 2 bums in 2 seats for 2 flights? Come on...
But in any event, I would have been more than open to discussing/negotiating with them. If they'd offered something less than what I asked for...but in the ballpark, I'm sure it would have been fine.
Posted by: Joseph Jaffe
There is a point where this starts to feel a little like extortion. (Sorry to use such a strong word, but can't think of a softer one that conveys the same idea right now.)
Your gripe is legit but your digital soapbox is much more developed than the average consumer. Given the reach of your personal brand and your position within the advertising community (with clients in this particular category), I feel a certain conflict of interest here.
Just my perception, mind you, as you've already clearly stated your position on the matter.
I bring this up not as a criticism, but as a point of discussion.
Posted by: Patchchord
After reading about your travel horror story and it's aftermath, I decided to take a KLM and Virgin Atlantic flights to/from London rather than Delta -- even though it cost me an extra $150. I'm traveling for leisure and the last thing I want is an unpleasant start or finish to my vacation. Mind you, I was also influenced by the fact that the Delta aircraft on the cheaper flights were DECADES older than the ones I'll be taking.
Anyhow, for what it's worth WOM matters, and yours just cost Delta another customer.
Cheers,
Scott
Posted by: Scott
Joseph,
At first glance, I can sort of see Larry's point about using this as a way to get a pair of round trip tickets. However, the fact that you're a Platinum customer who pays for business class (assuming each time you fly), I completely agree with your rant. It goes back to a lot of the points you make in your book (Join the Conversation). Specifically, the point about how most companies are either unaware, or just plain ignore what's going on with their consumers. Yet, they still expect us to reach out to them, become brand advocates and ultimately give them our money. Good luck in getting the tickets - I'll be thinking of you the next time I fly on any airline but Delta.
Posted by: Jason
