Chiltern Railways praised for use of social media

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Chiltern Railways reported they have been listed in the Social Brands Top 100 for their customer communication through social media and are the top domestic train company featured on the list.

They were named as the fourth best brand for social media in the travel industry and were positioned number 70 in the overall list beating brands including McDonalds, John Lewis, Next and Topshop.

The Social Brands 100 was compiled with the contribution of a panel of social experts drawn from business, academia, the media and communications industry, and Brandwatch, the social media analytics data provider following a nomination process conducted via Twitter.

Brands were judged over a three month period on their willingness to actively listen and respond to what people care about. The study also took into account those brands that create a win-win relationship with individuals online, where the reason for doing something is driven by what the community needs, not simply by what the brand wants.

Nicola Clark, Head of Communications for Chiltern Railways said:

“We’re incredibly proud of this recognition of our social media work and the value it delivers for customers. Our team are genuinely passionate about developing conversations with customers and actively seek out those that need help blending corporate information, community discussion and individual support to create ongoing personal relationships. We were the first train company to use Twitter back in 2009 and in 2011 are the first to launch a ‘Tweet the Manager’ initiative that allows passengers to communicate with a variety of managers through the business.”

 

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