LCC 2.0: How low cost airlines can use social media to engage their customers

2,175 views
2,023 views

Published on

Expert address by Shashank Nigam, CEO of SimpliFlying.com, at the LCC World Americas Summit in Miami, FL on 30 June 2009.

The presentation details why social media is important to LCCs and how they can use it immediately for customer service, sales and more.

Published in: Technology, Business
0 Comments
7 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
2,175
On SlideShare
0
From Embeds
0
Number of Embeds
365
Actions
Shares
0
Downloads
270
Comments
0
Likes
7
Embeds 0
No embeds

No notes for slide

LCC 2.0: How low cost airlines can use social media to engage their customers

  1. 1. LCC 2.0 How
can
LCCs
leverage
social
media
 to
engage
the
customer? Low
Cost
Airlines
World
Americas
2009 Miami,
FL June
30,
2009 Shashank
Nigam Founder
&
CEO,
SimpliFlying Global
Head
‐
Brand
Strategy,
ACA
Associates,
Inc
  2. 2. Aviation :: Branding :: Technology Practitioners Singapore and NYC based
  3. 3. Key take aways... P.S: Good news! This is the wordiest slide in this presentation...
  4. 4. Key take aways... What is social media and why airlines need to embrace it? 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. 5. READY?
  6. 6. What’s Web 2.0? Community || Collaboration || Content || Co-Creation
  7. 7. 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
  8. 8. Of these 89%,
  9. 9. Of these 89%, 43% would like to see companies offering customer service through social media
  10. 10. Of these 89%, 43% would like to see companies offering customer service through social media 41% would like companies to solicit feedback
  11. 11. 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
  12. 12. What does that mean for the airline?
  13. 13. THE NEED TO BE PART OF THE CONVERSATION
  14. 14. 3 MYTHS about social media, debunked
  15. 15. Social media is free... ... free like a puppy
  16. 16. Social media is like a BBQ cookout... ... not a flea market
  17. 17. If I build it... ... they will come
  18. 18. How to do it?
  19. 19. Interaction without interruption
  20. 20. A community for common interests
  21. 21. A community for a specific target group
  22. 22. A community for potential customers
  23. 23. A community in another community
  24. 24. Co-Creation
  25. 25. Customer often knows best
  26. 26. In the end, it’s the involvement that matters
  27. 27. But first... Airlines need a Personal!ty
  28. 28. Airline food, anyone?
  29. 29. Embracing the accidental spokesperson
  30. 30. Empowering the common man
  31. 31. Empowering the common man
  32. 32. Empowering the employees
  33. 33. A Holistic Strategy? Interaction without interruption Co-creation Having a personality
  34. 34. JetBlue Airways blogging...
  35. 35. JetBlue Airways on Twitter...
  36. 36. JetBlue Airways on eBay...
  37. 37. Great ideas. Now what?
  38. 38. $ The thing about ROI
  39. 39. Need not be just about money
  40. 40. To capture a specific market... Go where the customer is.
  41. 41. It can be about engaging the employees
  42. 42. The key is to have a quantifiable measure of success beforehand
  43. 43. How to get started?
  44. 44. !"#$%&' +&&,-&.%' (&)*)%' 3 steps to get started with social media in the next 3 weeks
  45. 45. One person/team, supported by Subject Matter Experts
  46. 46. 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
  47. 47. Risks? What Risks?
  48. 48. How to tackle risks? How to give up control? Recognize - What can go wrong? Prepare - To involve the community Be Resilient - Bounce!
  49. 49. In Conclusion...
  50. 50. Airlines need to be a part of the conversation about their brands...
  51. 51. Using the latest technology tools to listen & engage allows... Interaction without interruption Co-creation Building of a personality Firm implementation
  52. 52. 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
  53. 53. Questions Email: shashank@simpliflying.com Twitter: @simpliflying

×