On Sunday August 23rd, we celebrated the second birthday of “Under the Wing,” your go-to source for all things Delta. Since launching our blog, we’ve seen technology and social media evolve, creating new ways for Delta to interact with you, our customers. So we want to take a look back as well as check in and get your thoughts on where you’d like us to go from here.
With “Under the Wing,” we keep you up to speed on Delta news and events, introduce you to people behind the scenes and on the frontlines, throw in little bits of airline history here and there, and solicit your feedback. We’ve enjoyed great success because of your thoughtful and helpful comments and insights and we’ve enjoyed making your suggestions a reality (including sour cream and onion Pringles onboard!).
And we’ve had fun with our YouTube channel as well. Visitors can check out our now-famous in-flight safety video, watch 25 employee travel guides highlighting our destinations, and more. We also regularly post photos on our official Flickr photostream, and encourage customers like you to post travel pictures to our official Flickr group.
We’re trying to find the best ways in which we can leverage other social media/permission based marketing sites to have the most positive affect on our customers. And we want to make wise decisions as to how we manage our accounts. We need to have the right people in place to monitor, post and respond.
So, we would love your opinion: how do think we could best use Twitter, Facebook, and this blog. And as always, thank you for your support following us during the past two years.
It’s been quite a fun ride!
Katie M.
Customer Communications
August 24th, 2009 at 2:52 pm
Katie,
on behalf of the Nuts About Southwest Team, congratulations on this milestone!
Brian
August 24th, 2009 at 3:13 pm
Brian, thanks! And congrats to you on selecting Row 44 for the fleet. Last week was a big week! I’ll see if Marie can’t dig up something interesting regarding DL’s first use of media for Friday – I know you’re a fan. Thanks again!
August 24th, 2009 at 3:39 pm
Congrats Katie and the rest of the Delta Blog team! We (Delta Vacations) are very excited to now be part of the Under The Wing Blog and for the opportunity to get to know you and your readers more!
Sean from Delta Vacations
Twitter: @DeltaVacations
Facebook: facebook.com/deltavacations
August 24th, 2009 at 5:45 pm
I have been a very happy Platinum Elite from Northwest since the program began. Naturally, I have had concerns about the integration with Delta. The change has both good and bad aspects. However, one of the best things I have seen at Delta so far is the Delta Blog. The fact that Delta is not afraid to create an environment in which there can be open discussion of the Good, the Bad, and the Ugly says a lot for Delta and gives me hope for a favorable relationship with my new airline and frequent flyer program of choice. The posts from Delta employees are great and the responsiveness that I have seen in some of the blogs is wonderful.
Congratulations!
August 25th, 2009 at 9:58 am
badgerprof, Thank you so much for your thoughtful comment! I’ll be sure to share your congratulations with our frequent bloggers. I’m touched that you’ve noticed how hard our teams are striving to connect directly with our loyal customers and incorporate your feedback to improve our airline. We’ll try to continue to do you proud. Thanks!
August 25th, 2009 at 2:45 pm
Congratulations on a big success! Delta, without a doubt, has created a great means of communication between its’ employees and customers. That is true customer service. In tough economic times like now, keeping the lines of communication open is crucial to survival. Delta has had its bad times, but has grown to become the worldwide carrier it is today. I primarily flew Northwest prior to the merger but am glad that such a great company has taken over another great company. Keep up the awesome work!
As for which social-networking site is the greatest, I personally prefer Facebook due to the fact that you can post so much more than just a simple update. Twitter is a cool concept, but limited in what it offers.
August 26th, 2009 at 10:05 pm
The blog is a great first step to communicating in a more personal way with customers. Facebook and Twitter provide so many more opportunities to engage customers. Fare sale updates, promotions, new destinations, telling real customer stories as well as what new things we can expect. Social media is a reality check and provides accountability for the good as well as the bad. It’s better to engage in the conversation that inevitably is already taking place. There are so many great examples of success stories. I look forward to seeing more from Delta in the future!
September 3rd, 2009 at 5:28 pm
Congrats to you Katie and to Jacob (who I think fathered this project?) and to the rest of the Marketing & Communications team!
What’s missing is a way for a user (like myself) to post content not directly related to a current blog entry. For example… an off-duty Delta employee extended a courtesy to me on a recent trip to Denmark. She noticed I had a Delta “DAILY FLIGHTS FROM JFK TO BRAZIL” luggage tag on my backpack, and she let me cut ahead of her in a long line to buy train to the plane tickets because she heard me stressing out about missing my flight.