Social media has significantly impacted the airline industry by allowing customers to share their experiences and influence each other's decisions. This makes the customer decision process more complicated for airlines. Airlines have realized they must engage on social media to understand customer opinions and respond to issues in real-time to protect their reputation. However, few travelers actually follow airlines on social media. Airlines must find ambassadors and new ways of collaborating with customers to improve based on social media feedback and drive business through stronger relationships.
A quick review of the impact and opportunities of Social media on eCommerce - what biggies do (Zappos) and what we can learn from Small and Medium Businesses
Emakina/Social: Selling social media inside your organisation!Emakina
Emakina/Social: Selling social media inside your organisation!
Presentation delivered by Audrey Benoit, Head of Emakina/Social, for the Social Media Forum in Brussels, 24/06/11.
www.emakina.com/social
Social Technologies In Your Business 14 Octkmphillips_us
If you are unable to see all of the graphics and links within the slide show, please contact me through the www.biztechconnect.hk web site and I will be happy to assist
Get involved: What goes around comes around - 1/3Magnus Hultberg
First of three parts for a workshop on social media and branding done in Istanbul in June 2011. This part covers background on social media and why it is so important for business. Other parts are on current trends and how to get started with social media in your business.
A quick review of the impact and opportunities of Social media on eCommerce - what biggies do (Zappos) and what we can learn from Small and Medium Businesses
Emakina/Social: Selling social media inside your organisation!Emakina
Emakina/Social: Selling social media inside your organisation!
Presentation delivered by Audrey Benoit, Head of Emakina/Social, for the Social Media Forum in Brussels, 24/06/11.
www.emakina.com/social
Social Technologies In Your Business 14 Octkmphillips_us
If you are unable to see all of the graphics and links within the slide show, please contact me through the www.biztechconnect.hk web site and I will be happy to assist
Get involved: What goes around comes around - 1/3Magnus Hultberg
First of three parts for a workshop on social media and branding done in Istanbul in June 2011. This part covers background on social media and why it is so important for business. Other parts are on current trends and how to get started with social media in your business.
Maersk Line in social media (and more). Webbstrategidagarna, Nov 13. Jonathan Wichmann
The slidedeck from my presentation at Webbstrategidagarna in Stockholm on 21 November 2013.
In the presentation I went from talking about Maersk Line, tried to condense the case into 10 rules/commandments, and finally talked about some other trends revolving around my new job at Wibroe, Duckert & Partners.
Effective Connections in an Electronic World
Social media has been revolutionizing business marketing strategies and bringing new meaning to the term “networking.” Twitter, Facebook, LinkedIn and many other online communities are redefining the event and trade show industry as well as the attendee experience. This session will focus on innovations in technology that impact exhibitors and their marketing efforts. It will discuss how to implement these new tools to create a successful event and a memorable experience as well as provide examples of how top companies are effectively using these new marketing mediums.
Sell or perish: Performance-based Approach to Social MediaRobertNemec.com
We found out the best approach to social media work for mid-sized clients: Promise them that their social media presence will have an ROI of at least 1. And then deliver on that promise.
In the presentation, we'll show you how can calculate your social media ROI, how you can attribute revenue to Facebook and what are the other benefits social media will bring to your clients after the condition of ROI = 1 is matched.
LeWeb 2014: Disruption as an Ecosystem by Brian SolisBrian Solis
With the onslaught of IoT devices, Shared Economy services, and DIY systems, things are getting more chaotic for users. Brian’s session at LeWeb 2014 in Paris focused on disruption as an ecosystem and explored how to apply a combination of systems and design thinking to build an integrated platform of solutions around a high purpose/vision.
Videos here:
https://www.youtube.com/watch?v=yvxOujjTrlI
https://www.youtube.com/watch?v=pfp0x0NQf-E
What is social media & how can it aid great customer service?
A quick run through the every changing world of digital communications & social media.
What does 'great' look like in social customer service?
How do you get started in social customer service?
Social Media: Getting Strategic for Business BuildingDes Walsh
Presentation for IT Forum Gold Coast, Australia, on April 23 , 2013. Emphasis on aligning social and business objectives in what author Brian Solis describes as an era of "digital Darwinism".
Maersk Line and why social media still matter. E-commerce 2014 in Stockholm o...Jonathan Wichmann
My presentation from the e-commerce conference in Stockholm on 2 April 2014. I talked about first the Maersk Line in social media case study, secondly about trends and topics that are important moving forward, e.g. about employee engagement and how to create a social media presence that ads business value to your business.
5 Ways Digital Will Annihilate your BusinessAnn Longley
We have all heard about businesses who have ignored digital disruption and found themselves in serious trouble. In some cases, they have become extinct.
I've scanned the market and identified x5 ways your business could get killed by digital and x5 ways you can protect yourselves from such a fate.
How To Sell Through Social Media – And Why B2Cs Have A Lot To Learn From B2BsJonathan Wichmann
The slide deck from my presentation at Dialogkonferansen 2014 in Strömstad, Sweden.
A big thanks to Augie Ray who provided a lot of the data (http://www.experiencetheblog.com/2014/04/what-if-everything-you-know-about.html).
Visit OrcaSocial.com to learn how we help B2B companies use social media and social technologies the right way.
How is changing retail landscaper for Telco? What are the opportunities and threats? What the challenges?
A glimpse in the future of Telco Retail and some international case studies (Verizon, Apple, Three, O2).
This is a brief talking point presentation ont he trend of social media use funneling from a societal level down to a commercial real estate advisory use.
How to thrive and survive in the age of digital disruptionGalland.be bvba
How to thrive and survive in the age of digital disruption.
Discover how the digital era changed our way of thinking and acting. Here is what you need to do as a company to stay ahead of competition and create happy customers.
Maersk Line in social media (and more). Webbstrategidagarna, Nov 13. Jonathan Wichmann
The slidedeck from my presentation at Webbstrategidagarna in Stockholm on 21 November 2013.
In the presentation I went from talking about Maersk Line, tried to condense the case into 10 rules/commandments, and finally talked about some other trends revolving around my new job at Wibroe, Duckert & Partners.
Effective Connections in an Electronic World
Social media has been revolutionizing business marketing strategies and bringing new meaning to the term “networking.” Twitter, Facebook, LinkedIn and many other online communities are redefining the event and trade show industry as well as the attendee experience. This session will focus on innovations in technology that impact exhibitors and their marketing efforts. It will discuss how to implement these new tools to create a successful event and a memorable experience as well as provide examples of how top companies are effectively using these new marketing mediums.
Sell or perish: Performance-based Approach to Social MediaRobertNemec.com
We found out the best approach to social media work for mid-sized clients: Promise them that their social media presence will have an ROI of at least 1. And then deliver on that promise.
In the presentation, we'll show you how can calculate your social media ROI, how you can attribute revenue to Facebook and what are the other benefits social media will bring to your clients after the condition of ROI = 1 is matched.
LeWeb 2014: Disruption as an Ecosystem by Brian SolisBrian Solis
With the onslaught of IoT devices, Shared Economy services, and DIY systems, things are getting more chaotic for users. Brian’s session at LeWeb 2014 in Paris focused on disruption as an ecosystem and explored how to apply a combination of systems and design thinking to build an integrated platform of solutions around a high purpose/vision.
Videos here:
https://www.youtube.com/watch?v=yvxOujjTrlI
https://www.youtube.com/watch?v=pfp0x0NQf-E
What is social media & how can it aid great customer service?
A quick run through the every changing world of digital communications & social media.
What does 'great' look like in social customer service?
How do you get started in social customer service?
Social Media: Getting Strategic for Business BuildingDes Walsh
Presentation for IT Forum Gold Coast, Australia, on April 23 , 2013. Emphasis on aligning social and business objectives in what author Brian Solis describes as an era of "digital Darwinism".
Maersk Line and why social media still matter. E-commerce 2014 in Stockholm o...Jonathan Wichmann
My presentation from the e-commerce conference in Stockholm on 2 April 2014. I talked about first the Maersk Line in social media case study, secondly about trends and topics that are important moving forward, e.g. about employee engagement and how to create a social media presence that ads business value to your business.
5 Ways Digital Will Annihilate your BusinessAnn Longley
We have all heard about businesses who have ignored digital disruption and found themselves in serious trouble. In some cases, they have become extinct.
I've scanned the market and identified x5 ways your business could get killed by digital and x5 ways you can protect yourselves from such a fate.
How To Sell Through Social Media – And Why B2Cs Have A Lot To Learn From B2BsJonathan Wichmann
The slide deck from my presentation at Dialogkonferansen 2014 in Strömstad, Sweden.
A big thanks to Augie Ray who provided a lot of the data (http://www.experiencetheblog.com/2014/04/what-if-everything-you-know-about.html).
Visit OrcaSocial.com to learn how we help B2B companies use social media and social technologies the right way.
How is changing retail landscaper for Telco? What are the opportunities and threats? What the challenges?
A glimpse in the future of Telco Retail and some international case studies (Verizon, Apple, Three, O2).
This is a brief talking point presentation ont he trend of social media use funneling from a societal level down to a commercial real estate advisory use.
How to thrive and survive in the age of digital disruptionGalland.be bvba
How to thrive and survive in the age of digital disruption.
Discover how the digital era changed our way of thinking and acting. Here is what you need to do as a company to stay ahead of competition and create happy customers.
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.
Building Your Online Strategy
Yean Cheong, eMitch, is a true integrated marketer with the ability to develop digital strategies in synergy with other media, delivering optimal through-the-line results to clients. Yean is currently the Digital Strategy Director at Mitchell Communications Group - Australia's largest media company.
How Airlines Can Deliver a Personalized Customer Experience During Operationa...Cognizant
By creating 'personas,' airlines can determine how and where customers want to engage, and customize offers that secure loyalty and elevate brand reputation.
How Airlines Can Deliver a Personalized Customer Experience During Operationa...Cognizant
By creating 'personas,' airlines can determine how and where customers want to engage, and customize offers that secure loyalty and elevate brand reputation.
What is design, and why does it matter?
Design is where form meets function, and it's key to your digital marketing efforts. In today's presentation, you'll learn what design is, how it fits into converting your website visitors into paying customers, and about the importance of landing pages. We'll also dive deep into ways you can use design for conversion.
Find out how to design your hotel website to make the best experience for potential guests.
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...Travelport
In this webinar we explore research around the shift in the digital landscape and define clear strategies in which airlines can leverage mobile tech to ensure continuity of attention. We also unveil Travelport Fusion, our new mobile app platform for airlines. For an extended demo click http://info-digital.travelport.com/airline-mobile-platform-demo.
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...alisongrooney
In this webinar we explore research around the shift in the digital landscape and define clear strategies in which airlines can leverage mobile tech to ensure continuity of attention. We also unveil our new mobile solution for airlines Travelport Fusion. For an extended demo click http://info-digital.travelport.com/airline-mobile-platform-demo.
Sophisticated online marketers are realizing that email, mobile and desktop applications all belong in their messaging ecosystem, and they must work and be measured together to achieve optimal results. Case study examples from the Royal Caribbean VIP Cruise Pass, the Tahiti Live and Vail Resorts SnowMate will demonstrate how these brands are using Web 3.0 tactics to deliver the right message, at the right time in the right channel.
Travel and hospitality industry - 2017 analytics landscapeMetriplica
Use and importance of analytical strategies in the travel and hospitality domain. This relatively recent development presents both a unique challenge and an extraordinary opportunity. An opportunity that many brands are not fully capitalizing on. We travel to connect, detach, explore and experience the world outside our homes. Some of us travel for business while others travel to discover themselves.
Let's see how.
Chiffres clés de l’utilisation du Mobile. Le mobile à travers les secteurs. L'opportunité au sein de cette révolution.
Présentation Emakina.BE à la 19ème édition du #mforum Digital Wallonia.
Emakina was present to the Mobile Forum 9th edition. Cécric Gyselinck gave an overview of augmented and virtual reality: all the actual technologies and what we can expect in the future.
Emakina was present to the Mobile Forum 9th edition. Cédric Gyselinck provided an overview of augmented and virtual reality: the current situation and what we can expect in the coming years.
Emakina Academy 21 : You're on Facebook but are you performing?Emakina
Many companies have just begun discovering the power of web analytics and already a new challenge arises. How do you measure the performance of your social media efforts? A practical introduction to social analytics.
3. Airlines confronted to social media as any other industry. After 10 years of hard work to automate systems (Online bookings, call center policies, Online servicing policies, Online check-in policies, …) The interaction between the company and the passenger virtualized. Less staff to handle customers In many cases, the first facial/voice interaction happened at the gate or in the plane!
17. Social networks, the Samaritan of travellers 30% of travellers who use social networks, among which Facebook, solicit trip-planning advice from their networks. This figure is higher than influence of TV or even friends and family. Facebook conversion rates are 6% in average higher than other referrals Source: PhoCusWright, April 2010
18. What are the consequences for the travel industry? The industry realized it had no other choice than dipping its toes into social networks Objective:Gain a positive e-reputationand stay top of mind
19. The New Gold rush To social media: newly-created Facebook fan pages promotional and anecdotal shareable information
20. Activities, tools and events to entertain and create a positive relationship with the brand AllYouCanJet Popular "all you can jet" Jetblue passes for sale 10,000th fan Snowball effect: Pass customers sharing their Jetblue travel experience
21. Brussels Airlines Brussels Airlines event Free flight organized on New Year’s eve to Barcelona for fans Positive Snowball effects: Winners sharing their experience Winners creating their own group TV, radio, newspaper coverage Losers buying tickets for the same night
22. Too little, too repetitive Delta airlines Sitting back after that rush, some wanted to create opportunities The disappointing way: The Delta Facebook booking engine
23. The smart way The Easyjet holiday planner Group booking functionality to help communication when agreeing on a trip. Currently: Group trip planner What’s next? seal the deal Understanding social media to help customers finalize their purchase
24. However! Its not enough! Among 30% travellers consulting social networks, only 7% prospects befriend or follow a travel company on social networks. Ambassadors are needed
44. Different recovery approaches per social network FACEBOOK Private life Expression of tastes, opinions. Responsive customer recovery methods TWITTER, BLOGS (Micro)blogging is public brands are expected to respond. Proactive, although intrusive, customer recovery methods
45. Crisis management Facebook fans do not join to receive operational updates. However not communicating during crisis on Facebook is unforgivable. Twitter accounts: used by users for real-time problem solutionning
46. The next step: go the extra mile to service your customer
47. The ultimate step: drive your business with customers as copilots Polling Creates intimacy brand-customer Less reluctance to change Customers are smart and resourceful!
49. Learn To Be Off The Beaten Track Social networks are often used to interact with/about a brand because of flaws in the following areas: communication reach product understanding product availability quality of the product/service claims management In those areas, bypass your processes, review your communication. Internal networking & process flexibility are key!
50. Be Prepared For Organizational Changes Product/service development Involve customer opinions as early as possible, good ideas are out there. Build engagement! Internal buy-in You need to go off the beaten tracks to resolve customer issues. Colleagues' flexibility and support saves time. Job descriptions and KPIs Internal buy-in really works only when it gets official. Build awareness & understanding Trainings, monitor and report results Have a policy Potentially all staff can contribute and visibly impact your brand's image. Clear policies, do's and don'ts help to avoid issues.
51. Key takeaways Social media is not a burden but an opportunity If your customers turn to social media often when something went wrong. Learn from it. Re-introduce personal relationships with your customers Understand your shareable material. Feed fans & followers, create bonds. Understand, among your customers, who shares information Reward and encourage sharing. Don't nag because social media bypasses your usual working process, it happens because your usual processes don’t work Social media is not a one-(wo)man show. It is a company engagement.