Posts Taged crisis-management

2010 Throwback – Flight Centre Fends Off Social Media Attacks

For #throwbackThursday I’m thinking of throwing it way back. How far back? So far back I had to go to the Way Back Machine.

I was doing some research for an upcoming speaking engagement and was looking for an original post about the way we handled a specific crisis. It was based on the time we dealt with a petition calling for Flight Centre to be held responsible for the woes of Thailand elephants. We faced it head on, opened the kimono, engaged everyone, made some changes, and mitigated the potential damage.

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Dx3 Q&A – Case For Social Media

Q&A with Dx3 Canada before my keynote – Case for Social Media; KPIs, ROI, Social CMS, recruiting and risk mitigation

I was honoured when Dx3 asked me to keynote kick off the Social Media stream. I mean, it’s Dx3! We did a quick Q&A session in advance of ‘The Case For Social’ session. Here’s a quick excerpt.

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Interview – Greater Toronto Area Contact Centre Association Conference

GTACC video interview about Social Media, customer service, marketing, mitigating risk, social data.

Here is a video clip from an interview I did at the Greater Toronto Area Contact Centre Association conference. We discuss Social Media’s impact on customer service and care, marketing initiatives, mitigating risk, and the potential of social data.

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Shoutlet’s Takeaways from the Corporate Social Media Summit

Corporate Social Media Summit from San Francisco wrap up from Shoutlet.

There were  bunch of great learning from this conference and I’d highly recommend attending next year’s conference. Shoutlet put together a few great examples from brands such as; Dell, KLM, Petco, Charles Schwab, and Airbnb. Here’s an excerpt about my presentation on how Flight Centre Travel Group used Social Media to mitigate risk and for crisis management.

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EyeforTravel’s Social Media & Mobile In Travel 2012

SFO Hockey Panel

NHL  jerseys, Andrew Gillespie from Four Seasons, Robert Palmer from Westjet, Jerry Fletcher from Delta, and Social Media equals win/win.

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EyeForTravel Travel Distribution Summit North America 2011

Travel Distribution Summit Las Vegas 2011 wrap up video from eyefortravel.

Here’s the wrap up video from EyeForTravel’s Travel Distribution Summit North America 2011. This was the second time I had the pleasure of speaking at this amazing conference. I presented a few Flight Centre Social Media crisis management case studies including; the Brisbane floods, Eyjafjallajökull the Iceland volcano, and Thailand elephants and social community protests.

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