My friend Jeff Pulver commandeered a room on the 4th floor at SXSW and had several people who he has met around the world present what they believed were success stories about the Twitter service. This goes hand in hand with the 140 Conferences that he is throwing around the world. One such speaker, Bowen Payson, was from the airline Virgin America that has been using Twitter to outreach to their customers.
Bowen began his session by speaking about the differences in their airline from a physical experience. From the black leather Recaro seats, to the mood lighting. Their on-demand in flight entertainment is just as high tech as their communication strategy. The Twitter story began without a strategy and unfolded and matured into more than
60,000 followers as I write this. Their main social contact, Nick Schwartz is the voice of the airline and loves social networking, partially because of his age. They try to keep a consumer centric voice and mind set, and work to make the experience better incrementally.
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