{"id":16359,"date":"2020-12-22T16:12:02","date_gmt":"2020-12-22T16:12:02","guid":{"rendered":"https:\/\/thesocialelement.agency\/us\/?post_type=portfolio&#038;p=16359"},"modified":"2021-09-03T14:20:39","modified_gmt":"2021-09-03T14:20:39","slug":"turning-travel-woes-into-advocacy-gatwick","status":"publish","type":"portfolio","link":"https:\/\/thesocialelement.agency\/us\/portfolio\/turning-travel-woes-into-advocacy-gatwick","title":{"rendered":"Turning travel woes into advocacy"},"content":{"rendered":"<section class=\"wpb-content-wrapper\">[vc_section full_width=&#8221;stretch_row_content&#8221;][vc_row thb_full_width=&#8221;true&#8221; thb_row_padding=&#8221;true&#8221; thb_column_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; css=&#8221;.vc_custom_1625484199370{background-image: url(https:\/\/thesocialelement.agency\/wp-content\/uploads\/2021\/06\/gatwick-h3234435.jpg?id=18405) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;6\/12&#8243; css=&#8221;.vc_custom_1612549036853{padding-left: 1rem !important;}&#8221;][vc_empty_space height=&#8221;10vh&#8221;][vc_custom_heading text=&#8221;Social Media Customer Service&#8221; font_container=&#8221;tag:h1|text_align:left|color:%232e3967&#8243; google_fonts=&#8221;font_family:Montserrat%3Aregular%2C700|font_style:400%20regular%3A400%3Anormal&#8221; css_animation=&#8221;fadeIn&#8221; css=&#8221;.vc_custom_1630678826616{padding-left: 0px !important;}&#8221;][vc_custom_heading text=&#8221;Gatwick Case Study&#8221; font_container=&#8221;tag:h3|text_align:left|color:%232e3967&#8243; google_fonts=&#8221;font_family:Montserrat%3Aregular%2C700|font_style:400%20regular%3A400%3Anormal&#8221; css_animation=&#8221;fadeIn&#8221; css=&#8221;.vc_custom_1630678834757{padding-left: 0px !important;}&#8221;][vc_empty_space height=&#8221;55vh&#8221;][\/vc_column][vc_column width=&#8221;4\/12&#8243;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row_content&#8221; css=&#8221;.vc_custom_1603725399168{background-color: #f2f2f2 !important;}&#8221;][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][\/vc_row][vc_row thb_row_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; css=&#8221;.vc_custom_1602157178768{padding-left: 0px !important;}&#8221;][vc_custom_heading text=&#8221;Turning travel woes into advocacy&#8221; font_container=&#8221;tag:h1|text_align:left|color:%232e3967&#8243; google_fonts=&#8221;font_family:Montserrat%3Aregular%2C700|font_style:400%20regular%3A400%3Anormal&#8221; css_animation=&#8221;fadeIn&#8221; css=&#8221;.vc_custom_1625062228957{margin-left: 0px !important;border-left-width: 0px !important;padding-left: 0px !important;}&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;4\/12&#8243;][vc_column_text css=&#8221;.vc_custom_1626866480522{margin-bottom: 0px !important;}&#8221;]\n<h4><span style=\"font-weight: 400;\">Airports are busy around the clock and Gatwick Airport in London is no exception. Customers use social media at the airport and in airport-related discussions at all times of day \u2013 and night. Ensuring excellent customer service, with quick response times and the right tone of voice is the way our team was going to make the difference for Gatwick. <\/span><\/h4>\n[\/vc_column_text][vc_empty_space height=&#8221;2.5rem&#8221;][vc_btn title=&#8221;GET IN TOUCH&#8221; style=&#8221;outline-custom&#8221; outline_custom_color=&#8221;#2e3967&#8243; outline_custom_hover_background=&#8221;#ffb800&#8243; outline_custom_hover_text=&#8221;#000000&#8243; shape=&#8221;square&#8221; size=&#8221;lg&#8221; align=&#8221;left&#8221; i_icon_fontawesome=&#8221;fas fa-arrow-right&#8221; css_animation=&#8221;fadeInLeft&#8221; button_block=&#8221;true&#8221; add_icon=&#8221;true&#8221; link=&#8221;url:https%3A%2F%2Fthesocialelement.agency%2Fget-in-touch%2F|||&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;4rem&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_row thb_full_width=&#8221;true&#8221; thb_row_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221;][vc_column]<div id=\"ultimate-video-12836632e85628fe4\" class=\"ult-video  ult-adjust-bottom-margin ultimate-video-12836632e85628fe4 ultv-7727 \"><div class=\"ultv-video ultv-aspect-ratio-16_9 ultv-subscribe-responsive-none\" data-videotype=\"vimeo_video\">\r\n\t\t\t\t\t\t<div class=\"ultv-video__outer-wrap\" data-autoplay=\"0\" data-device=\"false\"  data-iconbg=\"#3A3A3A\" data-overcolor=\"\" data-defaultbg=\"#1f1f1e\" data-defaultplay=\"defaulticon\"><div class=\"ultv-video__play\" data-src=\"https:\/\/player.vimeo.com\/video\/597229781?loop=0&amp;title=0&amp;portrait=0&amp;byline=0&amp;color&amp;autopause=0&amp;autoplay=1\">\r\n\t\t\t\t\t\t\t\t<img class=\"ultv-video__thumb lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" data-src=\"https:\/\/i.vimeocdn.com\/video\/1231994468-c6252d6fd532a566d7f4a2bb2e5e53bb175f21cc9b40d31ccd1a3ae8437a7f9a-d_840\"\/>\r\n\t\t\t\t\t\t\t\t<div class=\"ultv-video__play-icon  ultv-animation-none\" style=\"width:100px\"><svg version=\"1.1\" height=\"100%\" width=\"100%\"  viewBox=\"0 14.375 95 66.25\"><path class=\"ultv-vimeo-icon-bg\" d=\"M12.5,14.375c-6.903,0-12.5,5.597-12.5,12.5v41.25c0,6.902,5.597,12.5,12.5,12.5h70c6.903,0,12.5-5.598,12.5-12.5v-41.25c0-6.903-5.597-12.5-12.5-12.5H12.5z\"\/><polygon fill=\"#FFFFFF\" points=\"39.992,64.299 39.992,30.701 62.075,47.5 \"\/><\/svg><\/div> <\/div> <\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_section full_width=&#8221;stretch_row_content&#8221; css=&#8221;.vc_custom_1612539763768{background-color: #00b5e2 !important;}&#8221;][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;4rem&#8221;][\/vc_column][\/vc_row][vc_row thb_row_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; css=&#8221;.vc_custom_1602157178768{padding-left: 0px !important;}&#8221;][vc_single_image image=&#8221;17021&#8243; img_size=&#8221;full&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;4\/12&#8243;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;2rem&#8221;][\/vc_column][\/vc_row][vc_row thb_row_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; css=&#8221;.vc_custom_1602157178768{padding-left: 0px !important;}&#8221;][vc_column_text]\n<h4>It was all about the customer service. How can Gatwick airport ensure customers are well taken care of in social?<span style=\"font-weight: 400;\"> How can they harness these conversations, <\/span>turn them into advocacy and continue to increase engagemen<span style=\"font-weight: 400;\">t on its social platforms when so much of it happens outside of business hours? We were ready to take on the challenge. <\/span><\/h4>\n[\/vc_column_text][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;4\/12&#8243;][vc_single_image image=&#8221;1915&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;fadeInRight&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;2rem&#8221;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;2rem&#8221;][\/vc_column][\/vc_row][vc_row disable_element=&#8221;yes&#8221; thb_divider_position=&#8221;bottom&#8221;][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;10\/12&#8243;][vc_empty_space height=&#8221;4rem&#8221;][vc_row_inner][vc_column_inner width=&#8221;3\/12&#8243;][vc_custom_heading text=&#8221;49%&#8221; font_container=&#8221;tag:h2|font_size:90|text_align:left|color:%234f3180&#8243; css=&#8221;.vc_custom_1603743634173{padding-bottom: 0px !important;}&#8221;][vc_custom_heading text=&#8221;of customers have shared auto-related content on social media&#8221; font_container=&#8221;tag:h4|text_align:left|color:%234f3180&#8243;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/12&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;8\/12&#8243;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column_inner][\/vc_row_inner][vc_empty_space height=&#8221;2rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;4rem&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row_content&#8221; css=&#8221;.vc_custom_1612541247791{background-color: #44d62c !important;}&#8221;][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;4rem&#8221;][\/vc_column][\/vc_row][vc_row thb_row_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; css=&#8221;.vc_custom_1602157178768{padding-left: 0px !important;}&#8221;][vc_single_image image=&#8221;17024&#8243; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;.vc_custom_1625060971943{margin-bottom: 0px !important;}&#8221;]\n<h4>Our teams work whenever the airport\u2019s team cannot: evenings, early mornings and weekends. We\u2019re there to manage Gatwick\u2019s communities and ensure the airport\u2019s social customer care channels operate continuously. Through this partnership, someone is always there when customers need help and good content never goes unnoticed.<\/h4>\n[\/vc_column_text][vc_empty_space height=&#8221;2.5rem&#8221;][vc_single_image image=&#8221;17207&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;4\/12&#8243;][vc_single_image image=&#8221;17206&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][vc_single_image image=&#8221;17208&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][vc_single_image image=&#8221;18350&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;2rem&#8221;][\/vc_column][\/vc_row][vc_row thb_row_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243;][vc_single_image image=&#8221;17210&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;4\/12&#8243; css=&#8221;.vc_custom_1602157178768{padding-left: 0px !important;}&#8221;][vc_single_image image=&#8221;17211&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;2rem&#8221;][\/vc_column][\/vc_row][vc_row thb_row_padding=&#8221;true&#8221; disable_element=&#8221;yes&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][\/vc_column][vc_column width=&#8221;3\/12&#8243; css=&#8221;.vc_custom_1602157178768{padding-left: 0px !important;}&#8221;][vc_single_image image=&#8221;18352&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;6\/12&#8243;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][vc_empty_space height=&#8221;2rem&#8221;][\/vc_column][\/vc_row][vc_row thb_row_padding=&#8221;true&#8221; disable_element=&#8221;yes&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1442302634112{padding-left: 4% !important;}&#8221;][\/vc_column][vc_column width=&#8221;6\/12&#8243;][vc_single_image image=&#8221;18355&#8243; img_size=&#8221;full&#8221; css_animation=&#8221;none&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;3\/12&#8243; css=&#8221;.vc_custom_1602157178768{padding-left: 0px !important;}&#8221;][vc_single_image image=&#8221;18356&#8243; img_size=&#8221;full&#8221; onclick=&#8221;link_image&#8221; css_animation=&#8221;none&#8221; css=&#8221;.vc_custom_1625151605271{margin-bottom: 0px !important;}&#8221;][vc_column_text css=&#8221;.vc_custom_1612549600049{padding-top: 0px !important;}&#8221;]<span style=\"color: #000000;\"><span style=\"color: #ffffff;\">Click to enlarge<\/span><\/span>[\/vc_column_text][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row thb_full_width=&#8221;true&#8221; content_placement=&#8221;middle&#8221; thb_divider_position=&#8221;bottom&#8221;][vc_column][vc_empty_space height=&#8221;4rem&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section css=&#8221;.vc_custom_1625505396984{padding-top: 0px !important;}&#8221;][vc_row thb_full_width=&#8221;true&#8221; thb_row_padding=&#8221;true&#8221; thb_column_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; height=&#8221;50&#8243; background_style=&#8221;normal&#8221;][vc_column width=&#8221;1\/12&#8243; css=&#8221;.vc_custom_1612547435091{background-color: #2e3967 !important;}&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; css=&#8221;.vc_custom_1612547427998{padding-right: 4% !important;background-color: #2e3967 !important;}&#8221;][vc_empty_space height=&#8221;4rem&#8221;][vc_single_image image=&#8221;17038&#8243; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;.vc_custom_1627495067312{margin-bottom: 0px !important;padding-left: 1rem !important;}&#8221;]\n<h4><span style=\"color: #ffffff;\">Our teams account for over 70% of Gatwick\u2019s customer engagement, and we help the airport turn negative experiences into positive ones. This led to the airport becoming known for its outstanding customer service and helped them win several awards for it, including Airport of the Year at the London Transport Awards \u2013 the third such award in less than one year \u2013 with the organisers praising Gatwick\u2019s strong customer service.\u00a0 Want more Travel &amp; Hospitality social media insights? Check out our <a href=\"https:\/\/thesocialelement.agency\/us\/industries\/travel-hospitality\">industry<\/a> page.<br \/>\n<\/span><\/h4>\n[\/vc_column_text][vc_empty_space height=&#8221;4rem&#8221;][\/vc_column][vc_column width=&#8221;6\/12&#8243; css=&#8221;.vc_custom_1612547186095{background-color: #00b5e2 !important;}&#8221;][vc_empty_space height=&#8221;4rem&#8221;][vc_custom_heading text=&#8221;Top 50&#8243; font_container=&#8221;tag:h1|font_size:90|text_align:center|color:%23ffffff&#8221; css=&#8221;.vc_custom_1625061120355{padding-bottom: 0px !important;}&#8221;][vc_custom_heading text=&#8221;companies for customer service on social media&#8221; font_container=&#8221;tag:h3|text_align:center|color:%23ffffff&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][vc_custom_heading text=&#8221;&#8221; font_container=&#8221;tag:h1|font_size:90|text_align:center|color:%23ffffff&#8221; css=&#8221;.vc_custom_1625061299467{padding-bottom: 0px !important;}&#8221;][vc_custom_heading text=&#8221;\u201cThank you to all of you for your support during a very challenging summer when the mystery shopping took place. We\u2019re just delighted with the result.\u201d &#8211; Julie Ayres, Passenger communications Manager&#8221; font_container=&#8221;tag:h3|text_align:center|color:%23ffffff&#8221;][vc_empty_space height=&#8221;2.5rem&#8221;][\/vc_column][\/vc_row][\/vc_section]\n<\/section>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row_content&#8221;][vc_row thb_full_width=&#8221;true&#8221; thb_row_padding=&#8221;true&#8221; thb_column_padding=&#8221;true&#8221; thb_divider_position=&#8221;bottom&#8221; css=&#8221;.vc_custom_1625484199370{background-image: url(https:\/\/thesocialelement.agency\/wp-content\/uploads\/2021\/06\/gatwick-h3234435.jpg?id=18405) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;6\/12&#8243; css=&#8221;.vc_custom_1612549036853{padding-left: 1rem !important;}&#8221;][vc_empty_space height=&#8221;10vh&#8221;][vc_custom_heading text=&#8221;Social Media Customer Service&#8221; 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