I use Eurostar in many of my social media training sessions and presentations as an example of an organisation that (still) hasn’t really got social media. The reason for this is that while their traditional customer care may be quite good, it hasn’t yet worked out how to do real-time customer care, using social media.
I use a couple of examples: one is an instance of lack of response to some rather poor food I was once served (see this post) and the other is in relation to a horrible delay I experienced nearly a year ago. The issue, in both cases, is that fact that Eurostar are not doing the number one thing any organisation needs to do first in social media: listening to their customers and responding in real time. Continue reading