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Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
Airlines 2.0 - airline branding using social media - Sydney 2009
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Airlines 2.0 - airline branding using social media - Sydney 2009

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Airlines and airports need start moving from broadcasting messages to their customers, to having conversations about their brands with their "cult". …

Airlines and airports need start moving from broadcasting messages to their customers, to having conversations about their brands with their "cult".

Featuring case studies of over 25 airlines on social media, this was the presentation that I used for my keynote in Sydney, at the Australia Pacific Aviation Summit on 6 Aug 2009.

View more details on http://simpliflying.com/tag/technology-branding/

Published in: Travel, Business, Technology
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  • 1. Airlines 2.0 Using social media for branding during the recession Shashank Nigam Founder & CEO, SimpliFlying Global Head - Brand Strategy, ACA Associates, Inc Sydney. Aug 6, 2009
  • 2. Aviation :: Branding :: Technology Global outlook Singapore and NYC based Practitioners Top 5 Twitter-ers on airlines Blog articles read over 120K times
  • 3. Key take aways... P.S: Good news! This is the wordiest slide in this presentation...
  • 4. Key take aways... How brand communication strategy has evolved Why CRM = Cult Relationship Management 3 myths about social media, debunked! How are airlines around the world leveraging on social media? 3 steps to get started with social media in the next 3 weeks Who will implement the strategies? What are the risks involved in this approach? Simply, how social media can help YOU fill more seats P.S: Good news! This is the wordiest slide in this presentation...
  • 5. 3 Trends
  • 6. # 1 n d r e
  • 7. g 1.0 andin Br 1960-2003...
  • 8. One-way communication Well defined message g 1.0 ndin Control B ra 1960-2003...
  • 9. Talking to themselves without realizing it
  • 10. # 2 n d r e
  • 11. Bring in Web 2.0 Community || Collaboration || Content || Co-Creation
  • 12. 55% of consumers want ongoing conversations with companies and brands 89% said they would feel more loyal to a brand if they were invited to take part in a feedback group
  • 13. Of these 89%,
  • 14. Of these 89%, 43% would like to see companies offering customer service through social media
  • 15. Of these 89%, 43% would like to see companies offering customer service through social media 41% would like companies to solicit feedback
  • 16. Of these 89%, 43% would like to see companies offering customer service through social media 41% would like companies to solicit feedback 37% would like companies to provide new ways to interact with the brand via social media
  • 17. # 3 n d r e
  • 18. Flight delyaed 3hrs, changed planes 3 times! Never taking this airline again Absolutely Looking forward loved the food on my to X-mas in Argentina flight to Auckland on this year. Now got to Emirates book the flights The rise of the cult
  • 19. Why CRM = Cult Relationship Management
  • 20. What do these trends mean for the airline?
  • 21. THE NEED TO BE PART OF THE CONVERSATION
  • 22. 3 MYTHS about social media, debunked
  • 23. Social media is free... ... free like a puppy
  • 24. Social media is like a BBQ cookout... ... not a flea market
  • 25. If I build it... ... they will come
  • 26. How to do it?
  • 27. Interaction without interruption
  • 28. A community for common interests
  • 29. A community for a specific target group
  • 30. A community for potential customers
  • 31. A community in another community
  • 32. Co-Creation
  • 33. Customer often knows best
  • 34. In the end, it’s the involvement that matters
  • 35. But first... Airlines need a Personal!ty
  • 36. Airline food, anyone?
  • 37. Embracing the accidental spokesperson
  • 38. Empowering the common man
  • 39. Empowering the common man
  • 40. Empowering the employees
  • 41. A Holistic Strategy? Interaction without interruption Co-creation Having a personality
  • 42. JetBlue Airways blogging...
  • 43. JetBlue Airways on Twitter...
  • 44. JetBlue Airways on eBay...
  • 45. Great ideas. Now what?
  • 46. $ ROE The thing about ROI
  • 47. Need not be just about money
  • 48. To capture a specific market... Go where the customer is.
  • 49. It can be about engaging the employees
  • 50. The key is to have a quantifiable measure of success beforehand
  • 51. How to get started?
  • 52. !"#$%&' +&&,-&.%' (&)*)%' 3 steps to get started with social media in the next 3 weeks
  • 53. What if your employees are already overworked?
  • 54. One person/team, supported by Subject Matter Experts
  • 55. 1. Give ownership to one person or team 2. It’s OK to start small, but do it well 3. It may require a long-term approach to succeed 4. Success metrics may be different from other efforts
  • 56. Risks? What Risks?
  • 57. How to tackle risks? How to give up control? Recognize - What can go wrong? Prepare - To involve the community Be Resilient - Bounce!
  • 58. In Conclusion...
  • 59. Airlines need to be a part of the conversation about their brands...
  • 60. Using the latest technology tools to listen & engage allows... Interaction without interruption Co-creation Building of a personality Firm implementation
  • 61. It’s not the strongest of the species that survives, nor the most intelligent. It is the one that is most adaptable to change. Charles Darwin
  • 62. “...and you don’t want to be the one looking like an ostrich with its head in the sand...” Azran Osman-Rani, CEO, AirAsia X 5 Aug 2009
  • 63. Questions Email: shashank@simpliflying.com Twitter: @simpliflying

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