Jon Bird explains how American Airlines uses social CRM to manage and enhance it's customer engagement. A compelling case study from Our Social Times' Social CRM 2011 New York Conference.
Crm strategy of singapore & american airlinesVikhyat Khanna
CRM strategy of Singapore & American Airlines in detail, touch points and their significance, data handling techniques, parameters of importance, their correlation to a opportunity.
Feedback's requested.
Top 50 case-studies of airlines and airports excelling in social mediaSimpliFlying
The best case-studies of airlines and airports marketing on social media
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
Crm strategy of singapore & american airlinesVikhyat Khanna
CRM strategy of Singapore & American Airlines in detail, touch points and their significance, data handling techniques, parameters of importance, their correlation to a opportunity.
Feedback's requested.
Top 50 case-studies of airlines and airports excelling in social mediaSimpliFlying
The best case-studies of airlines and airports marketing on social media
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
With 40 consecutive years of profitability, Dallas-based Southwest Airlines (NYSE: LUV) continues to differentiate itself from other carriers with exemplary Customer Service delivered by nearly 46,000 Employees to more than 100 million Customers annually. On May 2, 2011, Southwest completed the acquisition of AirTran Holdings, Inc., and now operates AirTran Airways as a wholly-owned subsidiary. Southwest is the nation’s largest carrier in terms of originating domestic passengers boarded and, including AirTran, operates the largest fleet of Boeing aircraft in the world to serve 96 destinations in 41 states, the District of Columbia, the Commonwealth of Puerto Rico, and five near-international countries. Southwest has lower unit costs (adjusted for stage length), on average, than virtually all major domestic airlines and consistently has one of the best overall Customer Service records. Southwest’s all-Boeing fleet consistently offers leather seating and the comfort of full-size cabins. The majority of Southwest’s fleet is equipped with a new, eco-friendly cabin interior, and satellite-based WiFi connectivity, including a new inflight entertainment portal, which gives Customers the ability to watch live TV, news, sports, and movies.
What does the content of your marketing communications say about how much your company values its current customers? Interactions with existing customers tend to fall into one of the following categories: a bill, an up-sell offer, a cross-sell attempt, or a renewal offer. There may be some customer value in these actions, but they tend to benefit the company more than the customer.
Passengers prefer airlines because the people want to reach destination faster and safer. Aviation industry is dependent on a number of industries. It is dependent on smooth and effective functioning’s of the different departments. The airlines are dependent on fuel, cabin crew, weather, flight crew, freight, load of the airplanes, flight dispatch scheduling. The Operational Control Centre (OCC) of the airplanes controls the different aspects and oversees the smooth functioning of the different organizations
SFAwards12: Best Airports in Social Media (Finalist Presentations) SimpliFlying
Here are the finalist presentations for SimpliFlying Awards 2012 - Best Airports in Social Media.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
With 40 consecutive years of profitability, Dallas-based Southwest Airlines (NYSE: LUV) continues to differentiate itself from other carriers with exemplary Customer Service delivered by nearly 46,000 Employees to more than 100 million Customers annually. On May 2, 2011, Southwest completed the acquisition of AirTran Holdings, Inc., and now operates AirTran Airways as a wholly-owned subsidiary. Southwest is the nation’s largest carrier in terms of originating domestic passengers boarded and, including AirTran, operates the largest fleet of Boeing aircraft in the world to serve 96 destinations in 41 states, the District of Columbia, the Commonwealth of Puerto Rico, and five near-international countries. Southwest has lower unit costs (adjusted for stage length), on average, than virtually all major domestic airlines and consistently has one of the best overall Customer Service records. Southwest’s all-Boeing fleet consistently offers leather seating and the comfort of full-size cabins. The majority of Southwest’s fleet is equipped with a new, eco-friendly cabin interior, and satellite-based WiFi connectivity, including a new inflight entertainment portal, which gives Customers the ability to watch live TV, news, sports, and movies.
What does the content of your marketing communications say about how much your company values its current customers? Interactions with existing customers tend to fall into one of the following categories: a bill, an up-sell offer, a cross-sell attempt, or a renewal offer. There may be some customer value in these actions, but they tend to benefit the company more than the customer.
Passengers prefer airlines because the people want to reach destination faster and safer. Aviation industry is dependent on a number of industries. It is dependent on smooth and effective functioning’s of the different departments. The airlines are dependent on fuel, cabin crew, weather, flight crew, freight, load of the airplanes, flight dispatch scheduling. The Operational Control Centre (OCC) of the airplanes controls the different aspects and oversees the smooth functioning of the different organizations
SFAwards12: Best Airports in Social Media (Finalist Presentations) SimpliFlying
Here are the finalist presentations for SimpliFlying Awards 2012 - Best Airports in Social Media.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
Top 10 Twitter Initiatives by AirlinesSimpliFlying
Twitter completes 5 years of existence today. To celebrate the fantastic success it has achieved in social media, we illustrate through 10 case-studies how airlines and airports have used Twitter to drive revenue, engagement, loyalty, customer service and crisis management.
Dave Carrol, a musician traveled in United Airlines and finds his Guitar being broke due to poor cargo handling. The case tells about the events that followed and how United Airlines responded back and the customer service that was given to Dave and how he responded back.
How Virgin America Soared During #SnowmageddonSprinklr
On the day after Christmas 2010, a blizzard dumped up to 32 inches of snow up and down the Northeastern seaboard. Chaos ensued with the streets of Manhattan becoming paralyzed by five-foot snowdrifts and thousands of passengers were stranded at JFK Airport. With airline phone lines overwhelmed by the call volume, many disgruntled flyers took to Twitter to ask for help rebooking flights or to complain about their situation. Under the hashtag #Snowmageddon, many airlines took a Pr beating for not being more responsive during the crisis.
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.
Luke Brynley-Jones, founder of Our Social Times explains how B2B organisations can overcome the challenges of B2B content marketing - and, crucially, avoid being boring.
The convergence of social and digital customer serviceOur Social Times
Martin Hill-Wilson explores the convergence of social and digital customer service – analysing how brands are developing omni-channel social/digital strategies and what this means for customers.
The Convergence of Social and Digital Customer ServiceOur Social Times
Martin Hill-Wilson explains how social and digital customer service are converging with new technologies and opportunities for improving customer experience (CX). Keynote presentation from Social Customer Service Summit 2015 (London).
Social Media Masterclass for BPMA Conference 2014Our Social Times
A no-nonsense top tips guide to using social media for business for the British Promotional Merchandise Association (BPMA) 2014 conference. Focusing on content marketing, blogging for business, social media optimisation, Twitter and LinkedIn best practices.
B2B content marketing: How to engage generate leads and maximise ROIOur Social Times
Paul Smith, Group Head of Marketing at Elektron Technology shares his insight on the successful launch of CheckIt, a wireless food safety monitoring system, through a content marketing campaign
Next Generation Customer Communities: From Support to sCRM & Advocacy Our Social Times
How have communities evolved from simple peer-support forums to powerful hubs of social customer service, comprising monitoring, engagement, social CRM and advocacy management tools? Our expert speaker explains the dynamics behind some of the world's most successful communities.
Using Social Data & Gaming Mechanics to Improve Customer Service Our Social Times
In this fascinating and candid session, Maria McCann, one of the UK's first social CS practitioners, explains how the mechanics that sit behind social engagement should be used to better serve customers, how contact centres should run as mobile communities, how social data could speed up service and how playing World of Warcraft can improve your web chat experience.
Going Global: How To Create an International Social Customer Service Strategy Our Social Times
Delfin Vassalo describes how Nokia has created a global social customer service strategy that pieces together 72 Facebook accounts, 27 Twitter accounts and 42 languages, with over 10,000 customer queries per month on Facebook and Twitter alone.
Social Customer Service & Experience (SCSX): A Case StudyOur Social Times
Miguel Henales, e-business Director and Sara Losa, International Marketing Manager from Iberia Airlines/IAG Group share their social customer service case study.
Marketing has claimed ownership of social media within many brands, yet customers are demanding service. In this short presentation, Luke Brynley-Jones explains how this is creating friction between internal Departments - and how budget plays a major role.
Best Practices in Social Customer Service ExcellenceOur Social Times
In this fascinating exploration of the latest techniques in social customer service, Martin Hill-Wilson, author of Delivering Effective Social Customer Service (Wiley 2013), sets out exactly how major brands are succeeding, or failing in managing customer queries on social media channels.
Ayman Itani from Think Media Labs explores how to plan for social customer service. As part of Our Social Times #socialCS series of events, Ayman spoke to an audience of major brands in Dubai in March 2014.
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in B...Our Social Times
How to Create and Manager Customer Communities.
A talk by Eric Dos Santos and Francois-Charles Fachon at Social CRM 2013 in Brussels, hosted by Our Social Times
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Memorandum Of Association Constitution of Company.ppt
How American Airlines Uses Social CRM for Customer Engagement
1. How American Airlines
uses Social CRM for
Customer Engagement
Jon Bird
AA Social Media
1
2. Social CRM @AmericanAir
• Complex, volatile industry
• Our transactions are significant investments,
significant events
• We’ve had some successes
• We know we have a lot of work ahead of us
• Opportunity to be transparent, and to have a
conversation
2
3. Numbers
Approximate # of people we fly daily
250,000
3
5. Customer Touchpoints
Customer Initiated/
Check Duty
Select Reserve flight Check Security Find Find Pre-take Use free Customs/ Exit
Controlled
ticket seats info baggage wait gate Boarding seat off svcs. IFE sales Deplane Immigration airport Complaint
Obtain Visit Find Select Use
Select Purchase Change Navigate boarding Admirals Wait space for Evaluate F&B onboard Landing Collect Transfer Baggage
channel ticket ticket airport pass club at gate carry-on Aircraft svc. amenities prep. bags to gate resolution
Customer travel experience
AA Initiated/
Controlled
AA Upgrades Delay Check Admirals Flight Delay Carry-on Cabin F&B IFE Landing Taxiing Connec- Baggage
advert- notifi- baggage club cancelled/ mgmt. bags interiors quantity options info & jet tions resolution
ising cation oversold & gate -bridge
/mktg check
Pricing Award Rebook Gate Confirm On-time Boarding Take-off Pre-take F&B IFE On-time Deplaning Baggage Complaint
& fees ticket missed info standby departure announce-off svcx. quality/ equip. arrival delivery resolution
flights ments variety
5
6. Approach
• Challenge = Opportunity
• Every touchpoint is an opportunity
• Service failure is an opportunity
• Creating advocates
6
7. Core Communities
/AA
@AmericanAir
/AmericanAirlines
Frequent Flyer Forums
AAdvantage Admirals Club Global Markets
7
8. How do we listen?
Community Management
• Employees personally read through
public comments on channels
Technology & Monitoring Tools
• Alerts
• Moderation
Global, moving toward 24/7 model
8
10. How do we listen?
• Monitoring Tools
– Hootsuite, Tweetdeck, Radian6, Tweetreach, Facebook platform
(Context Optional)
• Common sense can’t be replaced
• Red Flags:
– Lots of comments from other fans/followers
– Coming from someone with a high number of followers or influence
– Issue has come up several times before
– Consumer is angry, threatening to contact media, has a health-related
or topical issue
10
11. How do we respond?
Responsiveness
Authority Compassion
11
12. CRM @ AA “Before”
Core Team
CR
Proactive Social
Marketing
Customer
Response
Reservations
12
13. CRM @ AA “Now”
Core Team
Integrated with
Core Team Customer Proactive
Response
Real Time
CR Social
Allows for Reservations Marketing
more fun stuff
13
14. How do we respond?
• Receive issue tweet, respond initially
• Assign to customer relations or reservations
• Use direct message to collect private information
• Create CR file
• Resolve issue via private message or a personal phone call
• Record data (screenshots, etc.)
14
16. How do we respond?
Charles Wade - employee of Solange Knowles, Beyonce’s sister 1,883 Twitter followers
Traveling from LAX to JFK for a musical performance
Forced to wait to check his bags while four staff helped someone repack their overstuffed luggage Had
only 20 minutes to get through security and onto the plane before it departed. Made his flight, but was
treated rudely throughout his ordeal and blamed by staff for being late
Social Defense team apologized on Twitter and called Charles directly to listen to his concernsand
apologize
The team also credited Charles AAdvantage miles for
his trouble. Charles then tweeted positively about our
efforts to assist.
16
17. How do we respond?
Meg Nesterov - mother, publicist and blogger with 3,307 followers
Travelling Chicago to London
Did not receive her stroller at Heathrow airport - Meg tweeted her
frustration September 18
Social team responds, apologizes, credits bonus miles
17
18. CR Surprise & Delight
Michael Hyatt(+100,000 followers)
AA Concierge Key member
San Francisco to Nashville via DFW
Nashville flight cancelled, he tweets:
AA Social Media responds immediately via
Twitter to offer support
In the meantime, Michael’s flight is still en
route from SFO
AA personally met Michael at his gate
18
21. Domestic & Global Crises
• American Airlines Flight 331
• Haiti Earthquake
• American Airlines Flight 24
• Snowmageddon
• Jack the Cat
21
22. Identifying Crises
• Constantly monitoring for issues negatively
impacting brand reputation
• When an issue arises, monitor site traffic for spikes
driven from a single message or topic
• Each issue is unique, requiring a response plan
for a variety of social groundswells
• Have a single point of contact to report issues
• Reporting for post-event conversation, improve
• Fact-checking is out the window - Speed trumps
accuracy (Twitter “blocked” on AA)
22
23. American Airlines Flight 24
• American Airlines Flight 24 bound from
SFO-JFK on August 19, 2010
• Someone phones in bomb threat
• Passenger begins posting tweets + photos
from her phone
• CNN’s Rick Sanchez begins reporting
based on tweets received from passengers
• American Airlines tweets passenger:
1.3 million
Twitter followers
23
25. Advocates
• EARNED
• Can be earned in the positive handling of a
negative experience
• Will come to your defense publicly
• Will become brand content extenders and even
creators
• Critical relationship to be cultivated
25
26. Boeing Delivers
American Airlines Bloggers and
First 737-800 with AA Social
Blue Sky Interior advocates
Invited to fly in
inaugural flight
of the 737-800
SEA-DFW
30 blog posts including More than 2 million 39 consumer and media Immeasurable positive
Simpliflying.com, 26mentions on Facebook, perception of American and
AirlineReporter.com potential impressions totaling nearly 27,000 profuse thanks from social
& AIRTiculate.com on Twitter impressions media advocates
28. The NBA Finals with American Airlines
Official Facebook Channel & Mobile
Mobile
Facebook Works on..
BUILT
WITH
29. The NBA Finals with American Airlines
Official Facebook Channel & Mobile
• Winners received 10-50% off flights
• Users choose what city
should win discount
• 145,000 shots taken
• 7,397 sweepstakes entries
• Revenue generation for AA
29
30. What Social CRM has done for us
• Know our customers better
• Build advocates
• Become more agile
• Go back internally with all of this instant
feedback and make changes and improvements
• Make our business better
30
31. Words we try to live by
• Service is now expected in Social Media
• Every customer touchpoint is an opportunity, no
matter how challenging
• Know your communities
• Be vigilant
• Build advocates
• Deliver real value
• Constantly evaluate how to improve
31
32. How American Airlines
uses Social CRM for
Customer Engagement
Jon Bird
AA Social Media
32