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Connecting passengers through social media

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Presentation focusing how airline companies can leverage social media to engage with passengers, generate revenue and innovation. The presentation is focused on the middle east but the concepts pretty much apply all over the world.

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Connecting passengers through social media

  1. 1. PAX CONNECTING PEOPLETHROUGH SOCIAL MEDIA Pedro Waengertner pedro@conectt.com.br @pedrowm
  2. 2. AGENDA• Social Media and Internet Today• What drives results?• The opportunities in the Airline Business
  3. 3. WHAT IS HAPPENING TODAY?
  4. 4. MIDDLE EAST LAST YEAR E-COMMERCE GREW 300% MOST COUNTRIES SOCIAL MEDIAWITH OVER 40% OR DRIVING 50% INTERNET SOCIAL CHANGE PENETRATION
  5. 5. SENSE OF EMPOWERMENT... “Social media played a role in empowering me to influence change in my community/country (% of respondents)”Source: Arab Social Media Report
  6. 6. GUESS WHO RULES ON MIDDLE EASTERN SOCIAL MEDIA?Source: Bayt
  7. 7. Startup Scene driving innovationIt all started with...
  8. 8. WHAT´S NEXT?
  9. 9. WHAT IF WE COULD CHECK-IN ON FACES,INSTEAD OF PLACES?
  10. 10. Where are we now? REAL BUSINESS ASSET INTEGRATING WITH INTERNAL BACKOFFICE MEASURING AND CONTROLLING TRYING TO FIGURE OUT WHAT WORKS
  11. 11. WHAT ABOUT THE PAX? ALWAYS CONNECTED SOCIAL MEDIA SAVVY DEMANDS SERVICE RIGHT NOW BHODDOESN´T DIFERENTIATE BUSINESS CHANNELS
  12. 12. PASSENGER LIFE CYCLE PLANNING BOOKING TRAVELING SHARING CONSIDER EVALUATE BUY EXPERIENCE ADVOCATE BOND CONSUMER BUYING PROCESSInspired by: Simpliflying
  13. 13. OPPORTUNITIES IN THE AIRLINE BUSINESS CUSTOMER PROMOTION SERVICE ANCILLARY INNOVATION REVENUE
  14. 14. FIRST JUST LISTENPLANNING BOOKING TRAVELING SHARING
  15. 15. IT´S A MARATHON Percentage of managers who believe52% social software is important or somewhat important to their business today Percentage of managers who believe86% social software will be important or somewhat important to their business in three years.
  16. 16. FOCUS ON THE LONG TERM...OR GO CRAZY!! They Love You One Day, Hate You The NextSource: Fastcompany
  17. 17. PROMOTION
  18. 18. PROMOTION- THOUSANDS OF OPPORTUNITIES Airport Social On-Plane Social Checkin entertainment Conversations
  19. 19. PROMOTION: KLM SURPRISE
  20. 20. CUSTOMER SERVICE
  21. 21. CUSTOMER SERVICE-AA In 6 minutes...
  22. 22. CUSTOMER SERVICE- CITYJET
  23. 23. ANCILLARY REVENUE
  24. 24. ANCILLARY REVENUEIn each stage, there are several opportunities: PLANNING BOOKING TRAVELING SHARING • Social booking • Social seating • Social loyalty programs
  25. 25. ANCILLARY REVENUES- SOCIAL BOOKING
  26. 26. INNOVATION
  27. 27. INNOVATION OPPORTUNITIES 30% of consumers say they interact with corporate social sites to submit ideas for new product/services
  28. 28. IDEA GENERATION – QUALITY HUNTERS
  29. 29. YOUR SOCIAL MEDIA STRATEGY SHOW ME MEASURE RESULTS AND SCALE THE MONEY! THINK LIKE A EXPERIMENT STARTUP FIND DEFINE REAL BUSINESS GOALS OPPORTUNITIES WORK ON YOUR SOCIAL ENGAGE WITH YOUR PRESENCE AUDIENCE START LISTENING MONITOR CONVERSATIONS
  30. 30. THANK YOU VERY MUCH! Pedro Waengertner pedro@conectt.com.br @pedrowm

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