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

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

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

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.

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

    • 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
    • Aviation :: Branding :: Technology Practitioners Singapore and NYC based
    • Key take aways... P.S: Good news! This is the wordiest slide in this presentation...
    • 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...
    • READY?
    • What’s Web 2.0? Community || Collaboration || Content || Co-Creation
    • 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
    • Of these 89%,
    • Of these 89%, 43% would like to see companies offering customer service through social media
    • Of these 89%, 43% would like to see companies offering customer service through social media 41% would like companies to solicit feedback
    • 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
    • What does that mean for the airline?
    • THE NEED TO BE PART OF THE CONVERSATION
    • 3 MYTHS about social media, debunked
    • Social media is free... ... free like a puppy
    • Social media is like a BBQ cookout... ... not a flea market
    • If I build it... ... they will come
    • How to do it?
    • Interaction without interruption
    • A community for common interests
    • A community for a specific target group
    • A community for potential customers
    • A community in another community
    • Co-Creation
    • Customer often knows best
    • In the end, it’s the involvement that matters
    • But first... Airlines need a Personal!ty
    • Airline food, anyone?
    • Embracing the accidental spokesperson
    • Empowering the common man
    • Empowering the common man
    • Empowering the employees
    • A Holistic Strategy? Interaction without interruption Co-creation Having a personality
    • JetBlue Airways blogging...
    • JetBlue Airways on Twitter...
    • JetBlue Airways on eBay...
    • Great ideas. Now what?
    • $ The thing about ROI
    • Need not be just about money
    • To capture a specific market... Go where the customer is.
    • It can be about engaging the employees
    • The key is to have a quantifiable measure of success beforehand
    • How to get started?
    • !"#$%&' +&&,-&.%' (&)*)%' 3 steps to get started with social media in the next 3 weeks
    • One person/team, supported by Subject Matter Experts
    • 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
    • Risks? What Risks?
    • How to tackle risks? How to give up control? Recognize - What can go wrong? Prepare - To involve the community Be Resilient - Bounce!
    • In Conclusion...
    • Airlines need to be a part of the conversation about their brands...
    • Using the latest technology tools to listen & engage allows... Interaction without interruption Co-creation Building of a personality Firm implementation
    • 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
    • Questions Email: shashank@simpliflying.com Twitter: @simpliflying