"While Delta’s focus on providing customers with a seamless, transparent experience is admirable, our analysis suggests that this strategy could be dramatically

"While Delta’s focus on providing customers with a seamless, transparent experience is admirable, our analysis suggests that this strategy could be dramatically increasing the public exposure of their negative customer interactions, and is thus likely having a significant negative impact on their stock price and brand image." That is a pretty big claim to end this paragraph on. I would be interested in seeing exactly how their analysis connects twitter to stock price, if for no reason other than that it improves brand image for the sample set that is me. I appreciate the candor and flying is a tough business, so of course there are going to be problems. What matters to me is how you handle those problems. Allowing these to be public lets me judge that behavior for myself.