Airline Entertainment International, Sep 2012 - Shashank Nigam, CEO of SimpliFlying, recommends that airlines “start by being pleasantly helpful and friendly where passengers are on social media and integrate customer service on these platforms.
This E-Book was part of a group project by Katy Leuschner, Emily Law, Katie Hibson, Alexis Groves, and Jessica Kuhn. I, Katy Leuschner, created the majority of the design using Adobe Indesign.
SimpliFlying Featured: The importance of social media in today’s airline busi...SimpliFlying
African Airlines Association (AFRAA), 2013 - The use of social media in the airline industry has become a rapidly increasing trend. This paper includes case studies from SimpliFlying to help outline the key business objectives for airlines on social media.
Featured in Airline Business, July 2016: A Messenger-based platform backed by technology giants could rewrite the rules of passenger communication, says SimpliFlying chief executive Shashank Nigam
Influence Interactive Wrecking Ball - United AirlinesWilliam Flaiz
Influence Interactive’s Wrecking Ball Assessment audits and deconstructs the United Airlines ticket buying process. See how we rate the United digital brand experience and learn why we think their user-centric approach has them on top online.
Social Listening for the Travel & Hospitality IndustryBrandwatch
This report details the changes, challenges and opportunities facing the travel and hospitality industry, including:
- How airlines can justify price premiums and boost brand reputation
- What leading hotel and booking brands are doing to better understand and respond to user reviews
- Which metrics marketers can use to measure their campaigns and ROI
More info available here: http://www.brandwatch.com/report-travel-2014/
This E-Book was part of a group project by Katy Leuschner, Emily Law, Katie Hibson, Alexis Groves, and Jessica Kuhn. I, Katy Leuschner, created the majority of the design using Adobe Indesign.
SimpliFlying Featured: The importance of social media in today’s airline busi...SimpliFlying
African Airlines Association (AFRAA), 2013 - The use of social media in the airline industry has become a rapidly increasing trend. This paper includes case studies from SimpliFlying to help outline the key business objectives for airlines on social media.
Featured in Airline Business, July 2016: A Messenger-based platform backed by technology giants could rewrite the rules of passenger communication, says SimpliFlying chief executive Shashank Nigam
Influence Interactive Wrecking Ball - United AirlinesWilliam Flaiz
Influence Interactive’s Wrecking Ball Assessment audits and deconstructs the United Airlines ticket buying process. See how we rate the United digital brand experience and learn why we think their user-centric approach has them on top online.
Social Listening for the Travel & Hospitality IndustryBrandwatch
This report details the changes, challenges and opportunities facing the travel and hospitality industry, including:
- How airlines can justify price premiums and boost brand reputation
- What leading hotel and booking brands are doing to better understand and respond to user reviews
- Which metrics marketers can use to measure their campaigns and ROI
More info available here: http://www.brandwatch.com/report-travel-2014/
Aprovechamiento de las Redes Sociales en el Aula y el Trabajo Trabajo IVICTOR VIERA BALANTA
Experiencia con estudiantes de edades entre 17 y 25 años de la asignatura Creatividad y Programación del programa de Ingeniería de Sistemas. Estudiantes desmotivados y aburridos con el modelo “tradicional” de enseñanza aprendizaje. Un caso de éxito para el trabajo enfocado en el Aprendizaje Basado en Proyectos con apoyo de las redes sociales y el trabajo colaborativo
Enabling the connected aircraft - Gregory Ouillon, CTO, SITAONAIRSITA
Modern ‘connected aircraft’ generate vast amounts of data. But how can airlines collect, distribute, and rapidly apply that data to improve operational performance and the customer experience? How can connecting technologies help to truly integrate the aircraft into the airline’s IT infrastructure, both in the air and on the ground? From in-flight passenger connectivity, crew tablets and Electronic Flight Bags (EFBs) to new generation satellite technologies and wireless techniques at the gate, what are the enabling technologies for airlines to realize the full potential of connected aircraft?
Airport Marketing Exchange: Changi’s Success With Connected TravellersSimpliFlying
Airport World Magazine, Jun/ Jul 2014 - David McMullen, VP, SimpliFlying speaks with Ivan Tan, senior vice president for corporate and marketing communications, Changi Airport Group, on going beyond meeting travellers’ expectations on social media.
Top 10 Customer Service Initiatives on Social Media by AirlinesSimpliFlying
Airlines, understanding the value of social media in responding to customers, have started developing customer service programs on social media reaping rich rewards.
Airlines industry is one which has gone deep down and struggled hard for its survival continuously over the years.
cover
Customers are now sharing and expressing their opinion about everything and at any time of the day, and also attracting / influencing the opinion of others.
With the development of social media platforms, a number of leading global airlines have taken a different route and approach to market them.
Find out how the top Airlines are performing on social media.
Many destinations have turned their focus to attracting the Chinese traveler. In turn, airports are now exploring Chinese social media to complement their western focused programs. But where to start?
Airline Business, March 2015 Issue - Embracing mobile media can increase customer loyalty and, with deeper thinking, bring about a sustainable advantage, says Shashank Nigam, CEO of SimpliFlying
Aprovechamiento de las Redes Sociales en el Aula y el Trabajo Trabajo IVICTOR VIERA BALANTA
Experiencia con estudiantes de edades entre 17 y 25 años de la asignatura Creatividad y Programación del programa de Ingeniería de Sistemas. Estudiantes desmotivados y aburridos con el modelo “tradicional” de enseñanza aprendizaje. Un caso de éxito para el trabajo enfocado en el Aprendizaje Basado en Proyectos con apoyo de las redes sociales y el trabajo colaborativo
Enabling the connected aircraft - Gregory Ouillon, CTO, SITAONAIRSITA
Modern ‘connected aircraft’ generate vast amounts of data. But how can airlines collect, distribute, and rapidly apply that data to improve operational performance and the customer experience? How can connecting technologies help to truly integrate the aircraft into the airline’s IT infrastructure, both in the air and on the ground? From in-flight passenger connectivity, crew tablets and Electronic Flight Bags (EFBs) to new generation satellite technologies and wireless techniques at the gate, what are the enabling technologies for airlines to realize the full potential of connected aircraft?
Airport Marketing Exchange: Changi’s Success With Connected TravellersSimpliFlying
Airport World Magazine, Jun/ Jul 2014 - David McMullen, VP, SimpliFlying speaks with Ivan Tan, senior vice president for corporate and marketing communications, Changi Airport Group, on going beyond meeting travellers’ expectations on social media.
Top 10 Customer Service Initiatives on Social Media by AirlinesSimpliFlying
Airlines, understanding the value of social media in responding to customers, have started developing customer service programs on social media reaping rich rewards.
Airlines industry is one which has gone deep down and struggled hard for its survival continuously over the years.
cover
Customers are now sharing and expressing their opinion about everything and at any time of the day, and also attracting / influencing the opinion of others.
With the development of social media platforms, a number of leading global airlines have taken a different route and approach to market them.
Find out how the top Airlines are performing on social media.
Many destinations have turned their focus to attracting the Chinese traveler. In turn, airports are now exploring Chinese social media to complement their western focused programs. But where to start?
Airline Business, March 2015 Issue - Embracing mobile media can increase customer loyalty and, with deeper thinking, bring about a sustainable advantage, says Shashank Nigam, CEO of SimpliFlying
We are at the social media tipping point
Some brands in Africa have already understood this and are harnessing the power of this medium. Will YOU be one of the pioneers in social business, or will that be for another company? You can make this happen.
This session is designed to focus your mind on the opportunity to use social media for business gain, looking at how mobile penetration, data and audience growth have created a perfect chance for 'first mover advantage' for those brave enough to dive in.
SimpliFlying Featured: Scaling New HeightsSimpliFlying
Airport World Magazine, Dec/ Jan 2014 - SimpliFlying’s David McMullen and Shubhodeep Pal discuss the rise of airport investment in social media. To gain a deeper understanding of airport investments in social media, SimpliFlying surveyed nearly 50 of the best airports on social media, for its annual Airport Social Media Outlook 2013/ 2014.
In this paper we examine how the Leisure & Tourism Industry is approaching mobile technology and we provide our top 6 tips to consider when making the transition into the mobile environment.
This paper outlines best practices to adopt social media and how
social media communication offers Airlines an edge to improve
existing relationships, and increase brand reach
SimpliFlying Featured: Spotlight on Gatwick's Rebrand #airportmarketingXSimpliFlying
Airport World Magazine, Feb/ Mar 2014 - David McMullen, vice president of airports at SimpliFlying talks to Gatwick Airport’s Jeremy Fletcher about the implications of Gatwick rebranding itself as ‘London’s airport of choice’, the process behind it and how integrated
communication efforts are used in pursuit of these goals.
The SimpliFlying Live Show - daily video show on aviationSimpliFlying
Aviation is full of stories. The SimpliFlying Live Show brings out the stories from the airline industry every single weekday. We do it for our love of aviation. See how you can be a part of the show.
Airlines, hackathons, Labs and VC funds - can it work?SimpliFlying
Can airlines hack their way to success? They're setting up Labs, running hackathons and investing in startups. What's the right way for technology innovation?
United Airlines #flight3411 case study: 7 lessons in crisis communicationsSimpliFlying
United Airlines dragged off a passenger from flight 3411. Amidst a social media storm, the airline's stock price dipped over a billion dollars before the CEO issued a proper apology. He promised to do something about it by April 30. What should United Airlines do now? And what can airlines do to prevent this crisis from happening in the future?
[Featured in The Business Times, 22 August 2016.]"Risk is only dangerous when you do not know what you are doing." An interview with Shashank Nigam, CEO, SimpliFlying, on his entrepreneurial journey.
Article: Airlines and The Use of Language to Build BrandsSimpliFlying
APEX Magazine, May 2015 - A article by APEX magazine on how airlines use language to build culture, attract customers and staff, and solidify their brands within a competitive industry. Also featuring Shashank Nigam, founder and CEO of SimpliFlying.
The essence of social media marketing for airlines - Airline BusinessSimpliFlying
Being present on a social network is not the same as having a social media strategy for airlines today. Marco Serusi of SimpliFlying writes for Airline Business magazine.
SimpliFlying Featured: Target Audience: Are airports missing a trick? SimpliFlying
Passenger Terminal World, March 2015 Issue: Are airports missing a trick by relying too heavily on mass promotions and discounts, as opposed to more individually tailored marketing campaigns? Among the innovative examples from airports, “Helsinki Airport clearly understands that many passengers share concerns about having to replenish their fridges after coming back from a trip,” says Marco Serusi, senior consultant with SimpliFlying, a global airport consultancy. “With the grocery service, the airport seeks to make the travel experience easy and smooth, while developing itself as a shopping location that meets the various needs of passengers.”
SimpliFlying Featured: Air Transport IT Summit HighlightsSimpliFlying
2014 Air Transport IT Summit, The Highlights - Shashank Nigam, CEO, SimpliFlying on why social media is no longer an afterthought. It’s integral to the airline business in this age of connected and empowered travellers.
Pertaining to this ever-growing and evolving segment, what are various ways in which airports can create and deliver value to their passengers, while building closer, more personal relationships with them?
To analyse this, David McMullen and Shubhodeep Pal will be delving into opportunities such as ‘crowdsourcing’, ‘crowdfunding’, end-to-end mobile experiences and next-generation airport retail over a series of upcoming articles in #AirportMarketingX.
Airline Business, March 2014 - As social media becomes the channel of choice for rapid, mass communication, airlines must use it to the full to maintain control over their brands and contact their customers.
SimpliFlying Featured: Social AwarenessSimpliFlying
Airline Business Magazine, Mar 2014 - Airlines are waking up to the potential of social media, not only as a customer service tool but also as a way to significantly boost revenue.
SimpliFlying Featured: Stamp of approvalSimpliFlying
Passenger Terminal World magazine, March 2014 - The battle for brand loyalty between airlines is fierce. The result is a generation of airport lounges that create a brand experience unlike anything that has come before. Shashank Nigam, CEO of consulting firm SimpliFlying, who has advised over 40 airlines and airports around the world, says the trend
is not surprising given the power of a lounge to build engagement with customers. “A lounge that exudes the personality of the airline brand goes a long way in building the relationship between airline and passenger. An immersive experience in the lounge can set the tone for a differentiated experience in-flight and beyond,” he says.
Ethiopian Airlines Hijack to Geneva - Social Media Crisis Management Case Stu...SimpliFlying
As Ethiopian Airlines flight ET702 flew past its scheduled destination of Rome, aviation experts and novices alike were sharing information online at the speed of light. Once the aircraft had landed, it was discovered that it was a rogue co-pilot who had forced the plane to proceed to Geneva in order to seek asylum. No one was injured or harmed.
Though, it’s what happened before the aircraft touched down that should be of concern to aviation executives globally. This deck offers insights and lessons.
SimpliFlying Featured: Coping with TragedySimpliFlying
Airline Business, September 2013 Issue - The crash of an Asiana Boeing 777 in San Francisco provides a number of lessons in social media crisis management for airline marketing departments
SimpliFlying Featured: Thinking Differently in the age of Connected TravellerSimpliFlying
Airport World Magazine, Aug/ Sep 2013 - Airport marketing is waking up to the immense opportunities in today’s age of ‘connected travellers’. These travellers, ever more hungry for new experiences, like to carry their living room with them as they travel – a smartphone, an iPad, a laptop. David McMullen and Shubhodeep Pal discuss marketing innovation in the age of the connected traveller.
SimpliFlying Featured: Thinking Differently in the age of Connected Traveller
SimpliFlying Featured - intouch
1. The rise of social media has Survey, conducted by SITA and now in
created the opportunity not its 14th year, stated that 93% of airlines
only for airline marketing view investment in mobile services as a
teams to reach consumers in new, top priority between now and 2015,
engaging ways, but also for consumers and that 58% are planning major
to reach back. The question is whether projects. Nine out of 10 airlines also
airlines are listening and responding. plan to invest in social media by 2015.
As most experts will tell you, the secret Further, a recent study conducted
to social media success comes from by the Chaddick Institute of
being a part of the conversation. Metropolitan Development, at the
DePaul University in Chicago, revealed
Airlines already that iPads, Kindles and Nooks account
recognise the importance of mobile for 30% of all technology used in flight.
communication. The Airline IT Trends Gogo research has found that 153
2. million passengers had access to the become immediately available for
internet while in flight in 2011. viewing by anyone. For example, a
In other words, passengers are simple search on Twitter for a phrase
increasingly connected in flight and are such as ‘#flying’ yields a host of
able to communicate with friends, consumers actively talking about their
families and airline staff at the airport flying experience. Ergo, an airline can
and in the air. constantly monitor what passengers are
praising or complaining about.
Recognising the enormousness of
One of the most prominent social that opportunity, Delta Airlines
media tools is Twitter. Its attractiveness launched a specialised customer service
lies in its real-time and public nature. team under the Twitter account
As users tweet (send brief messages of @DeltaAssist. As passengers tweet
fewer than 140 characters) the tweets about problems, the @DeltaAssist team
e!
oic
ch
the
e
lov
3. ARE YOU
LISTENING? choice!
the
love
f
responds, within an average of 11
minutes, and begins resolving the
situation. Most importantly, the team is
empowered to take immediate action.
Pattie Simone, founder of
WomenCentric.net, interviewed Allison
Ausband, vice president of reservation
sales and customer care for Delta, last
year. Ausband commented in the
interview, “So the channel [Twitter]
really allows us to redirect them
[passengers] and reset their travel when
things do go wrong…As you think
i was not too
about Twitter being that customer
happy with my last
support channel for us, it truly allows
experience with them
somebody from Delta to be with them
throughout the whole travel ribbon.”
Virgin America is also known for
Meet
responding to comments on Twitter
and
made by passengers in-flight. In fact
seat
Virgin runs marketing campaigns
encouraging passengers to use Twitter
while flying. Besides the obvious word
of mouth advertising those campaigns
encourage, the ‘in the moment’
communication allows Virgin to put a
finger on the emotional pulse of flyers.
4. oice!
the ch
love
Twitter and Facebook are obvious
Although Facebook is the top social places to start, but many passengers
network in terms of site traffic, it does may choose a less popular service.
not allow an airline to peek into For example, forum sites such as
passengers’ experiences as easily as FlyerTalk.com act as oases for ardent
other social media. To engage with the travellers, while Planely.com users can
airline, flyers must go to its Facebook meet fellow members at the airport or
page and leave a comment. Despite onboard. In order to reach the right
that, Facebook is still an important tool demographic, airlines must spend time
for allowing conversations to naturally discovering which services their
occur between people. passengers actively use.
Some airlines have also created less Regardless of the site, Shashank
conventional approaches to using social Nigam, CEO of airline social media
media to improve the flying experience. company SimpliFlying, recommends
For example, programmes such as that airlines “start by being pleasantly
KLM’s Meet & Seat and Malaysia helpful and friendly where passengers
Airlines’ MHBuddy give passengers the are on social media and integrate
option to select seats next to friends or customer service on these platforms.
colleagues with whom they are Disruptions such as flight delays are
connected on Facebook or LinkedIn. not uncommon, so being helpful by
One of the challenges with social initiating relevant updates to the
media is in discovering where passengers will make their experience
conversations are taking place online. more delightful.”
5. other hand, JetBlue and airBaltic use They aren’t open to the public,
Operationally, using social media as a the integrated model, where staff from tweetable and shareable with the click
customer service tool represents a shift different departments are trained to of a mouse. Online customer service,
for some airlines. Most airlines have perform social media functions.” by contrast, is public, on display.
already adopted social programmes, SimpliFlying reported last summer However this double-edged sword also
but as part of the corporate that airline social media team members allows airlines to receive recognition
communications department. Airlines respectively represented the following for compliments and expressions of
need to invest in moving offline departments: 44% were corporate gratitude for a job well done.
customer service teams and processes communications, 30% marketing, 13% Further, the mind-set to effectively
to an online environment. That shift customer service, 9% e-commerce and lead social conversations is different to
means investing in training and social 4% interactive. In his best-selling book the marketing views of years past. With
customer relationship management Good to Great, Jim Collins teaches the consumers empowered by social
(CRM) resources such as Radian6 and importance of the right people on the platforms, airlines must earn trust and
Simplify360, which allow the team to team. As social media is increasingly respect as a participant within a
listen, measure and ultimately engage used as a customer service tool, expect community where a single post, tweet,
better. to see more members of the team come video or comment can garner national
Nigam adds, “In a brief study that from a customer service rather than a attention and rebuke.
we did last year, there are two marketing background. “The moment that helped push
operation models that the top airlines Culturally, using social media as a social media initiatives to the forefront
on social media use. Virgin America customer service tool requires was the closure of European airspace
and WestJet use the dedicated model embracing a certain amount of loss of due to the Icelandic volcanic eruption
where staff are assigned to perform control. Offline customer service in 2010,” states Nigam. “This saw a
solely social media functions. On the complaints are handled in private. marked change in the social media
6. landscape for the aviation industry.
Suddenly, social media was important,
relevant and worthwhile. No longer
was it just a channel for marketing; it
was an important engagement and real-
time information dissemination tool to
customers.”
The
social revolution is no longer any such
thing. It has become a daily habit for
many travellers. The only revolution is
the one occurring within the airline
industry to embrace customer service
via social media, make use of the
available tools, and engage in the
conversation.
ice!
cho
the
love