By Jeanne Roué Taylor
Recently, I had a great bad experience in brand social media use. It was great as a timely reminder of the danger of impersonal customer engagement, especially for someone who works in customer loyalty. It was bad because that lesson came at the expense of hours wasted at the airport.
The Story
My husband and I flew back from overseas and waited with a large crowd for nearly an hour and half for the first pieces of luggage to appear.
While waiting, I....