This is a compilation of finalist presentations for 4th Annual SimpliFlying Awards for the category of 'Best Emerging Airline/ Airport on Social Media'.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
Analysis of WestJet's Use of Social MediaJonathan Bagg
Here is a case study on WestJet's us of Social Media. Its no secret that WestJet has a top creative team supporting their effort. Looking beyond some of their viral videos, we can see that the airline is doing much more than making us laugh. Take a look and see how they handle crises, customer service, revenue generation and more via social media. This presentation has a strong focus on Twitter. I completed this in the context of some graduate studies I was completing in February 2015.
#SFAwards13 Best Airport on Social Media - Finalist Presentations SimpliFlying
This is a compilation of finalist presentations for 4th Annual SimpliFlying Awards for the category of 'Best Airport in Social Media'.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
A selection of airlines that are using Instagram to drive superior engagement with their customers.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
Analysis of WestJet's Use of Social MediaJonathan Bagg
Here is a case study on WestJet's us of Social Media. Its no secret that WestJet has a top creative team supporting their effort. Looking beyond some of their viral videos, we can see that the airline is doing much more than making us laugh. Take a look and see how they handle crises, customer service, revenue generation and more via social media. This presentation has a strong focus on Twitter. I completed this in the context of some graduate studies I was completing in February 2015.
#SFAwards13 Best Airport on Social Media - Finalist Presentations SimpliFlying
This is a compilation of finalist presentations for 4th Annual SimpliFlying Awards for the category of 'Best Airport in Social Media'.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
A selection of airlines that are using Instagram to drive superior engagement with their customers.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
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
After the epic fall of Uber CEO and founder Travis Kalanick,the brand set out to launch its first Uber TVC in India #Apnapan. An analysis of the brand equity of the brand after the TVC release has been depicted.
WeBeesocial is a group of digital marketing specialists and creative directors based in New Delhi. We have experience in handling this for brands and organizations like Honda 2 Wheelers, SanDisk, The Government of India etc. and startups from different verticals.
We specialize in the following :
• Digital and Social Media Strategy • Online Engagement Campaigns
• Social Media Marketing • Email/Display Marketing & SEO
• Website Design and development • Online Advertising & Analytics
• Graphic designs for web • Influencer marketing and native advertising
Some highlights of my advertising work in various Fast Moving Consumer Goods categories. Every ad you are about to see has been awarded either for its creativity or its commercial effectiveness.
The Social Media Impact of American Airlines - US Airways MergerSimpliFlying
A Statistical Analysis of the Social Media Impact of American Airlines - US Airways Merger by Unmetric, a social media benchmarking firm and a partner of SimpliFlying
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
SimpliClient: Baltic Miles for Loyalty 2013SimpliFlying
This is a presentation deck by BalticMiles, for their win for Global Innovation in Technology Award at Loyalty 2013.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
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
After the epic fall of Uber CEO and founder Travis Kalanick,the brand set out to launch its first Uber TVC in India #Apnapan. An analysis of the brand equity of the brand after the TVC release has been depicted.
WeBeesocial is a group of digital marketing specialists and creative directors based in New Delhi. We have experience in handling this for brands and organizations like Honda 2 Wheelers, SanDisk, The Government of India etc. and startups from different verticals.
We specialize in the following :
• Digital and Social Media Strategy • Online Engagement Campaigns
• Social Media Marketing • Email/Display Marketing & SEO
• Website Design and development • Online Advertising & Analytics
• Graphic designs for web • Influencer marketing and native advertising
Some highlights of my advertising work in various Fast Moving Consumer Goods categories. Every ad you are about to see has been awarded either for its creativity or its commercial effectiveness.
The Social Media Impact of American Airlines - US Airways MergerSimpliFlying
A Statistical Analysis of the Social Media Impact of American Airlines - US Airways Merger by Unmetric, a social media benchmarking firm and a partner of SimpliFlying
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
SimpliClient: Baltic Miles for Loyalty 2013SimpliFlying
This is a presentation deck by BalticMiles, for their win for Global Innovation in Technology Award at Loyalty 2013.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com
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.
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.
Nairobi Airport fire - Crises Management 2.0 Case Study and Analysis #Jkia #J...SimpliFlying
(If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com)
On August 7, 2013, in the early hours of the morning, Nairobi's international airport terminal was engulfed in a major fire. This is a case study of blow-by-blow accounts of the incident online, from Tweets and Facebook updates coming from passengers, airlines airport and government authorities.
[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.
Content marketing and Essentials for Travel Industry.Aslıhan Gül
Content Marketing is increasingly used by tourism and travel industry. Here are the best examples of how companies succeed in implementing it and positive effects on their ROI.
GravyTrain- Best Digital Advertising Agency in DelhiYukti Thakur
GravyTrain- thegravytrain.biz is the digital wing of Grasshoppers India offers digital advertising services in Delhi such as website designing and development, social media marketing, social media optimization, Search engine marketing, search engine optimization, Pay per click advertising and online reputation management.
Founded in 2008, Edge Marketing Services is a young, enthusiastic and talented team of professionals that help provide strategic counsel, creative solutions and timely responsive services.
In today’s world, with the new age media growing; we’ve expanded our horizons that focuses on our foremost service –Digital Marketing.
UAE has around 9 million internet population. Digital marketing is rapidly growing to become the future of marketing. At Edge Marketing Services, we’ll help your business adapt this new world that helps connect your consumers directly via websites, social media channels, campaigns, email marketing, online ads and integrated BTL activities.
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We don’t make brands, we build them! Contact us, we surely won’t disappoint you.
A brief presentation of the Aegean Airlines digital marketing case study, that started off from the website re-design and went on even to affiliation programs. (presented by Katerina Karayianni, Head of Digital Marketing, at the Online Marketing Conference 2011)
Reactive is a digital agency specialising in strategy, creative, technology and marketing with over 150 staff across our five offices in Melbourne, Sydney, London, Auckland and New York.
Our reputation is one of excellence and innovation in the online channel — evidenced not only by the quality of work we do but also by the results we achieve for our clients.
Over the past sixteen years, we have designed, built and marketed hundreds of websites for some of Australia, New Zealand, America and Europe’s most prestigious clients including blue-chip corporate, retail and travel brands, B2B companies across all industries, as well as Local, State and Commonwealth Government.
Clients we have created websites and performed online marketing for include Rip Curl, British Airways, Cervélo, Sydney Airport, Coles Group, ANZ, Nissan, Tesco and Amnesty International Australia. Our focus is on planning and implementing engaging online experiences that fuel profitable growth for our clients. We work with you to unearth the most effective methods and solutions to fulfill your business objectives online.
Today MI WORLD WIDE Advertising Agency is at the forefront of helping you create ideal brands. MI WORLD WIDE is a Global Brand Culture Marketing Network, building ideal Brands. By fusing culture insights from our BRAND CULTURE PRISM tool and amplifying via Imagery, Engagement, Experiences and Play we help our clients from both advertiser and agency side unleash the potential in their brands.
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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 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
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.”
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
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.
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.
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: 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.
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.
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.
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.
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.
Airport World Magazine, Oct/ Nov 2013 - In the first of a regular series of exchanges, David McMullen catches up with Przemysław Przybylski of Warsaw Chopin Airport (WAW) to exchange ideas and explain why maximising the social media potential of your airport begins with having a clear plan.
The Cherry Blossom season in Hunza begins in the second week of March and lasts until the end of April, varying with altitude. During this enchanting period, tourists from around the world flock to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates visitors.
About the Company:
The Cherry Blossom season in Hunza starts in the second week of March and extends until the end of April, depending on the altitude. During this enchanting period, tourists from around the globe travel to Hunza Valley to witness its transformation into a vibrant tapestry of white, pink, and green. The valley comes alive with cherry blossoms, creating a picturesque and mesmerizing landscape that captivates all who visit. For the best experience, join Hunza Adventure Tours, the top tour company in Pakistan, and immerse yourself in this breathtaking seasonal spectacle.
Antarctica- Icy wilderness of extremes and wondertahreemzahra82
In this presentation, we delve into the captivating realm of Antarctica, Earth's southernmost continent. This icy wilderness stands as a testament to extremes, with record-breaking cold temperatures and vast expanses of pristine ice. Antarctica's landscape is dominated by towering glaciers, colossal icebergs, and expansive ice shelves. Yet, amidst this frozen expanse, a rich tapestry of unique wildlife thrives, including penguins, seals, and seabirds, all finely attuned to survive in this harsh environment. Beyond its natural wonders, Antarctica also serves as a vital hub for scientific exploration, providing invaluable insights into climate change and the Earth's history
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This page by FlynGoo can become your ultimate guide to connecting with a live person at American Airlines. Have you ever felt lost in the automated maze of customer service menus? FlynGoo is here to rescue you from endless phone trees and automated responses. With just a click or a call to a specific number, we ensure you get the human touch you deserve. No more frustration, no more waiting on hold - we simplify the process, making your travel experience smoother and more enjoyable.
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Join our 4-day Masai Mara Wildebeest Migration Safari in Kenya. Witness the incredible wildebeest migration, enjoy exciting game drives, and stay in comfortable lodges. Get up close and personal with one of nature's most amazing exhibits! Book Your Safari Today at - https://bushtroop-safaris.com/
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Discover the wonders of the Wenatchee River with a variety of river tours in Monitor, WA. Whether you're seeking thrilling whitewater rafting, peaceful kayaking, family-friendly float trips, or scenic sunset cruises, there's something for everyone. Enjoy fishing, wildlife spotting, bird watching, and more in this beautiful natural setting, perfect for outdoor enthusiasts and families alike.
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Exploring Montreal's Artistic Heritage Top Art Galleries and Museums to VisitSpade & Palacio Tours
Montreal boasts a vibrant artistic heritage, showcased in its top art galleries and museums. From the expansive collections at the Montreal Museum of Fine Arts to the cutting-edge exhibits at the Musée d'art contemporain, discover the city's rich cultural landscape. Experience dynamic street art, indigenous works, and contemporary pieces, reflecting Montreal's diverse and innovative art scene.
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Unlock the secrets to success with our comprehensive 8-Step Glamping Accelerator Go-To-Market Plan! Watch our FREE webinar, where you'll receive expert guidance and invaluable insights on every aspect of launching and growing your glamping business.
Discover Palmer, Puerto Rico, through an immersive cultural tour that unveils its rich history and vibrant traditions. Experience lively festivals, savor authentic cuisine, and explore local markets. Visit historical landmarks, museums, and stunning colonial architecture. Engage with friendly locals, enjoy live music, and hike scenic nature trails, all while participating in cultural workshops and discovering unique artisan crafts.
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How to change name on Volaris ticket? This is one of the most common questions asked by travelers flying with Volaris Airlines. The mentioned details can help you with your name rectification on the airline ticket. If you are still facing difficulties call the consolidation desk at +1-800-865-1848.
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4. Our Story begun 17 months ago
on 25.03.2012
SINCE
Hello Tomorrow
Best emerging airline in Social
7.5M Views120k Followers1.3M Followers2.1M Fans
12,500
Subscribers
200 videos
published
5. Hello Tomorrow
Best emerging airline in Social
Global Ranking Airline Fans Engagement
Rate
Interactions People Talking About
1 Emirates 2,091,174 1,241 % 625,085 216,703
*Socialbakers, the social analytics company that provides social media network statistics and analysis from Facebook,
Twitter, Google+, LinkedIn and YouTube, helping companies monitor the effectiveness of their social media campaigns
“With its engagement, amongst pages over 1 000 000 fans, in Q3,
Emirates were among the TOP 10 brands on Facebook, and the #1 airline
in the world”
Jan Rezab, CEO and Founder of *Socialbakers.
6. Hello Tomorrow
Best emerging airline in Social
Our Brand Platform
Hello Tomorrow
&
Our Social Channels
We create meaningful connections with our passengers, fans and advocates beyond their travel
experience. We build greater brand loyalty and reinforce our brand pillars, through ‘always on’
engagement on their channel of choice.
29. 1
Sydney Airport
Simpliflying Finalist Presentation.
‘Best Emerging Airport on social media’
27/09/2013
Colin Ford
Social Media and Digital Co-ordinator
30. Sydney Airport on social media
On top, Down Under.
2
Facebook
November(2011(
Zero%fans%
August(2013(
58,000+%fans%
Twitter
November(2012(
Zero%
followers%
August(2013(
1,468%
followers%
31. Sydney Airport on social media
On top, Down Under
3
1.5 million Facebook check-ins.
Most checked-in place in Australia, ahead of the Sydney Opera House, the Melbourne
Cricket Ground, Darling Harbour …
Highly engaged community.
Public keen to communicate! Constant interaction on Facebook and Twitter.
Driving business goals.
- Reputation management and customer service/engagement
- Dovetails with existing offline business strategies
- Promoting retail products, car parking
- Promotion of new airline routes
32. Blu Emu launch campaign
Relaunching a carpark on social media
4
Blu Emu launch – rebranded Sydney Airport parking product.
Participants uploaded a picture with the
Blu Emu on Twitter or custom Facebook
tab, and shared with friends for a chance
to win a prize.
Campaign ran from 10 September 2012 – 31
October 2012.
Objectives:
- Drive brand awareness of Blu Emu Car
Park
- Drive brand engagement
33. 5
Blu Emu explodes.
6,000+ comp views.
500+ photo entries on
Facebook and Twitter.
150+ tweets.
10,000+ new fans and
followers.
34. #SYDspotting competition
Building buzz about an exciting new route
6
Inviting planespotters to share high quality photos with the broader community.
Participants share a photo with the
#SYDspotting tag for a chance to win an
exclusive photo session with an aircraft.
Public could vote on their favourites.
Campaign ran from 27 July 2013 – 8 August
2013.
Objectives:
- Activate the dedicated planespotting
community
- Drive buzz around our first commercial
Dreamliner route, and first direct connection
to India in decades
- Crowdsource a quality image library of
aircraft activity at Sydney Airport
35. #sydspotting #win
160 high quality
submissions.
8,000 views of entries by
general public.
1,440 votes and shares.
10,000+ clicks on Twitter
and Facebook posts.
36. Coming soon
LinkedIn, Youtube, plus more…
8
LinkedIn
Company profile appeared organically – now has 1,500 followers, soon to be officially
activated.
YouTube
Multiple inactive accounts – reclaimed and ready to be reactivated.
Instagram
- Reputation management and customer service/engagement.
- Dovetails with existing offline business strategies.
- Promoting retail products, car parking.
- Promotion of new airline routes.
40. Increase of awareness
Get Eindhoven Airport top-of-mind, on a nationwide level
Increase the awareness of our destination portfolio
!
Brand development
Focus on humanity, transparency and accessibility
Prove these themes through operation and communication
Interaction & partnerships
Focus on connected traveler through online, e-mail and social
In close cooperation with airline partners and partners outside the terminal
Strategic Focus
42. Create fun and inspiring content
We believe that our different platforms give us a chance to share fun, relevant and interesting content
that informs and entertains our passengers and business partners through various stages of the ‘customer
journey’.
On Facebook we share information about the building process of the new terminal, we inspire fans to
go and visit new destinations, we tell more about our 80 year old history, we inform passengers on
retail and restaurants in the terminal, give travel tips and promote good deals. Also, we try and have
fun to plug into news items or events with funny visual posts (slow starting summer, extreme holiday car
traffic
etc.)
On LinkedIn for example, we share information about real estate possibilities, we produce
infographics about our airlines and their development at the airport and we share presentations about
things that matter to our business.
43. LinkedIn
Every platform is used to communicate different content, relevant for a
variety
of target audiences.Throughout the year, we started experimenting with
LinkedIn and developing a content strategy.
Our content strategy is based on
- Products
- Careers
- Airline in the Spotlight: Infographics on our airline partners
- Presentations
- Corporate news
- Route development
- Building process and opening of the new hotel and terminal
View our LinkedIn page here: h@p://linkd.in/1bFNOMH
44. Facebook Christmas campaign
PAID%
Why
The holiday season = busy times for airports. In our first campaign effort on Facebook
we wanted to claim the holiday spirit online as much as in the terminal
How
We created the Christmas Shopping Quiz on Facebook.The mechanism was simple:
answer Christmas related questions about London and Budapest (our most popular
December destinations) as quickly as possible and share your quickest time on your
Facebook timeline
Results
2.810 new fans joined our Facebook page through the this quiz, that was pushed through
Facebook ads, Facebook shares and a radiocampaign on the number three radio station
of
the country (barter deal)
OWNED% EARNED%
45. Girls Flight Out
PAID%
Why
To promote the Eindhoven - Barcelona route from transavia.com, we set up
a competition on Facebook in partnership with Net5 (Dutch female
oriented
TV channel) and transavia.com: the ‘Girls Flight Out’
How
transavia.com set up an exclusive flight to Barcelona for 150 BFF’s, lady
celebrities and members of the press. In Barcelona, all passengers where
treated as VIP’s, filling their days with drinking Champaign, shopping and
watching Net5 sneak peeks.
On our Facebook page, ladies where able to sign up for the trip (1),
invite their BFF (2) and share it on their wall (3).
Results
The competition was promoted through Facebooks ads.This generated
2.169 new Facebook fans in just one week time.
OWNED% EARNED%
46. Base opening Ryanair
PAID%
Why
Ryanair started their base activities on Eindhoven Airport in 2013,
resulting in a cross media campaign through which we gave away free
tickets to Ryanair destinations.
How & Results
A simple retweet competition resulted into almost
1.700 retweets, gaining us 600 new followers.
Also we started a Facebook campaign through which
our fans could invite someone to join them on Ryanair
flights. In a few days time already 1.200 fans signed up for this,
inviting friends to Like our Facebook page.
OWNED% EARNED%
47.
48. Facebook VIP
PAID%
Why
Our Facebook page gives our fans enough entertainment and information when
they are not traveling or during their orientation phase. But how do we make
Facebook relevant for travelers that are actually at the airport? And how do we
show the world that we are a small but social savvy airport?
How
We created a VIP program that our fans can join. Every month we select VIP’s to
enjoy the onsite program which contains free Facebook parking right at the
entrance, personal assistance, exclusive baggage drop/ check-in desk, free
meal
and fast track at security
Results
Using Facebook ads, we generated over 1.000 VIP members. Since Eindhoven
Airport is a first mover on this we attracted global publicity, including influential
aviation and trends media….
OWNED% EARNED%
49.
50. No Twitter?!
Well, we do have Twitter, but it has no major focus.This is because we
believe we don’t have sufficient resources to manage our Twitter
account
actively.
We do tweet about external or internal situations that influence the
operation.We do share press releases through our Twitter channel. And
we answer all questions asked, within 24 hours if possible. Our
account is managed by marketing, communications AND operations.
That’s why, without even trying, we have around 2.400 followers
51. General
Input & Results
General
Small regional airport with 2.9 million passengers
25.000 flights
Over 60 destinations
Digital
1,1 million unique visitors per year
From 0 to over 17.000 Facebook fans in one year
Over 45.000 Facebook check-ins (#4 location in NL)
Weekly Facebook reach of +300.000 people
Highest engagement rates compared to Dutch competition
Over 2.000 Twitter followers
Over 30.000 app downloads
Budget
€20.000 all year (including technical development, design and mediabuying)
FTE
1
52. Key take outs
In 2013 we were able to create a strong foundation for our digital & social strategy
The consumer is reached through multiple platforms
Although a limitation in available resources we were able to maximize engagement and reach
We create awareness during the Orientation Episode within the customer journey, through
relevant posts and targeted advertising
Integrated social media in the customer journey (traveling towards and being at the terminal)
through the Facebook VIP program
We actively monitor and manage numbers as much as possible: engagement and reach
Keep learning, keep innovating
56. Innovation
• Best Emerging? MIA!
• Why?
• Astonishing results in only 100 days
(Facebook and Twitter launched June 19, 2013)
• Creative, Clever, Engaging Content
• Quick, Personalized Responses with Exquisite Customer Care
• High Engagement with Customers, Business Partners and
Community
• Impressive Metrics and Results
57. Innovative Engaging Content
• Created a first-ever airport naturalization ceremony for 85
candidates who became U.S. citizens at MIA in honor of our
85th anniversary. For most of the new citizens, landing at MIA
was their first taste of freedom.
• Invited multi-Grammy winner Jon Secada to sing the U.S.
National Anthem at event and Platinum-selling recording
artist, Lee Greenwood who performed his iconic,
“God Bless the USA”.
• Event widely covered by traditional media and garnered
exceptional SoMe metrics.
59. Reach: 23,880
New Followers: 182
Direct Mentions: 111
ReTweets: 98
Impressions: 109,231
MIA 85th Anniversary Celebration
Innovative Engaging Content
60. Photo Of The Week
• Weekly features with magazine-quality photos
• Interspersed Aviation Department staff photos to
develop staff as SoMe brand ambassadors
• Engaged business partners, such as Lan Cargo, Boeing, etc.
• Generated impressive metrics/engagement
Innovative Engaging Content
Virality: 3.8%
Reach: 24,016
Engaged: 1,512
People Talking: 913
62. Innovative Content
Virality: 5.32%
Reach: 1,465
Engaged: 170
People Talking: 78
Virality: 3.61%
Reach: 637
Engaged: 97
People Talking: 23
MIA – 2nd Season TV Show Post Card Promoting New Routes
63. Exquisite Customer Care
• Creative, personalized responses
• Quick service recovery with innovative solutions that build relationships with thought leaders
who have become MIA brand ambassadors
• Popular Jamaican DJ “Walshy Fire”, complained about lack of “healthy green” food options &
lack of “homegrown” businesses
o Engaged with him and next day, MIA named a dish in his honor,
“Erie Green Plate”, at one of our “Homegrown” restaurants.
o Becomes on-going MIA brand ambassador
• Well-known Florida SoMe director complains regarding no mommy nursing station
o Personally met & expedited her family’s travel
o Engaged her regarding our new SoMe efforts & nursing station initiatives
o Becomes on-going MIA brand ambassador
• High - influencing travel writer & television personality loses iPad & and can’t get airline to
return it
o Within 24 hours request for help, we intercede with airline & package iPad
for next day shipment
o Becomes on-going MIA brand ambassador
68. THANK YOU
DICKIE DAVIS
Director – Terminal Operations & Customer Service
RICHARD ETIENNE
Chief Creative Services – Marketing
EVELIO ZURIARRAIN
Terminal Operations Agent
71. 2"2
BUSINESS IMPACT
Over a relatively short period of time, BNE has expanded its social media presence significantly,
reaching new customers, sharing BNE information and fostering peer-to-peer and peer-to-
business engagement across the social space.
In less than three years BNE has grown a social community of over 25,000.
BNE has run three hugely successful Facebook contests in 2013. These contests have
profiled partnerships with airlines and arts partners and also given BNE an opportunity
to gather meaningful data.
BNE has responded to over 600 tweets on Twitter in 2013.
BNE has engaged in over 400 conversations on Facebook in 2013.
Our social community spans more than 20 countries
Connected communities of aviation enthusiasts with each other.
72. Social media now plays a critical role in how Brisbane Airport
(BNE) communicates with a very diverse audience of
passengers, meeters and greeters and the wider community.
Social media platforms offer BNE a new way of interacting,
proving information and receiving feedback.
BNE has made significant progress in the social media arena
since launching its Facebook page in 2011 and in only two years
is leading Australia’s airports in strategic engagement with
travellers via an active presence on Facebook, Twitter, Pinterest,
and Instagram.
As part of a broader Digital Strategy, BNE’s Social Media
Strategy aims to keep our passengers and community engaged
with BNE and educate them on airport initiatives and changes.
3
BRISBANE AIRPORT
AUSTRALIA’S SECOND BUSIEST AIRPORT BY
AIRCRAFT MOVEMENTS.
73. We have formed a unique Australian first partnership with
Queensland University of Technology (QUT), with the
appointment of a Chair of Innovation, Professor Alexander
Dreiling, to assist BAC in developing a broad based digital
strategy.
As part of this strategy, Professor Dreiling is assisting BNE to
harness the breadth, intimacy and immediacy of online tools
such as Twitter, Facebook, Pinterest and Instagram to improve
communication and enhance the experience of passengers.
As a result of this appointment, BNE is leading Australia’s
airports in engagement with travellers via social media avenues
including Facebook, Twitter, Pinterest and Linked-in.
Engagement on these social media platforms grew by 80 per
cent in FY12 and 36 per cent in the first six months of FY13.
4"4
SOCIAL MEDIA
PARTNERSHIPS
74. 5"5
FACEBOOK
AN INTEGRAL PART OF OUR STRATEGY
Facebook offers our customers a large, informal and social environment in which they can engage in
peer-to-peer discussions, share their experiences with Brisbane Airport and source information.
19,000
20
Likes
Countries
6%Growth rate
• Access to BNE intellectual capital: We use
Facebook to provide our customers with an
opportunity to have direct dialog with BNE
Community Officers who source information
from all areas of the business and build
relationships with our customers.
• Customer listening: We mine Facebook
community conversations and utilise
Facebook to listen to customer sentiments
and concerns.
• Community building: We host contests on
Facebook to help users connect with one
another; personalise the community and
increase user affinity and loyalty.
75. • Access to up to the minute information in the event of minor or major crisis on airport.
• Immediate answers to questions for passengers both departing and arriving.
• Customer listening: We use twitter conversations to guide changes around the airport to better improve
the airport experience for our passengers
6
TWITTER
AN INFORMATION TOOL
76. BNE was Australia’s first airport to launch a dedicated Pinterest
page sharing information about everything from Brisbane and
Brisbane Airport history to travel tips, famous faces at the airport,
fashion, airlines, destinations and general aviation.
Brisbane Airport’s Pinterest ‘boards’ are currently followed by a
number of organisations including ‘Australia (Tourism)’, ‘San
Diego Airport’, ‘Atlantic City International Airport’ and ‘Brisbane
Girls Grammar’ among others.
Pinterest offers our social community:
• The history of Brisbane Airport.
• Travel tips.
• Destinations you can fly to from Brisbane Airport.
• General aviation images.
7
PINTEREST
AUSTRALIA’S FIRST AIRPORT WITH A DEDICATED
PINTEREST PAGE
77. Our Instagram account is used to promote the beauty of
Brisbane Airport, the romance of travel and the destination of
Brisbane and Australia.
With nearly 2500 posts tagged with #BrisbaneAirport and over
160 followers, the Brisbane Airport Instagram account is quickly
becoming a big part of our social offering.
Instagram also lists airports as one of the top 15 places photos
are taken making this a very important part of our social strategy.
A current promotion leverages our partnership with Brisbane
Festival to promote the event and Brisbane as a destination.
Instagram offers our social community:
• A behind the scenes look into Brisbane Airport.
• Shares travel stories from our passengers and their
experiences at Brisbane Airport.
• Provides a creative way to share Airport offers.
8
INSTAGRAM
#BrisbaneAirport with nearly 2,500 posts
78. Brisbane Airport is the first airport in Australia to allow passengers to publicly share personalised SMS messages
on two large LED digital screens located in the international departures area, but highly visible from several levels
of the terminal.
Since the installation of the 3m x 5m screens, hundreds of visitors to the terminal have taken the opportunity to
post a message, be it ‘farewell’, ‘welcome’, ‘we’ll miss you’, ‘come back soon’ or ‘congratulations’.
9
INTERACTIVE DIGITAL SCREENS
THE FIRST AIRPORT IN AUSTRALIA
79. The primary goal of our social community is to
improve the travel experience for our
passengers and encourage engagement
between our passengers and Brisbane Airport.
Traditionally the passenger relationship has
been ‘owned’ by the airline, however by building
a solid social community BNE has been able to
achieve a number of initiatives to improve
Brisbane Airport.
"
10"10
KEY RESULTS
ON SOCIAL MEDIA
Key achievements
» In less than three years we have grown a social
community of over 25,000.
» Our social community spans more than 20 countries.
» Engaged in over 400 conversations on Facebook in 2013.
» Responded to over 600 tweets on Twitter in 2013.
» Run three hugely successful Facebook contests in 2013.
These contest have profiled partnerships with airlines and
arts partners and also given BNE an opportunity to gather
meaningful data.
» Improved BNE Airport based on customer concerns and
feedback gathered through social platforms.
» Connected communities of aviation enthusiasts with each
other.
» Improved community engagement.
80. - END -
Stay tuned to http://simpliflying.com for the awards results