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.
We made a brief visit to the Iloilo International Airport to see off a relative who was travelling from his home base here in Iloilo to Hong Kong to take up a position as an Architect with a large Australian Construction firm. It was interesting and anyone who travels to and from the Philippines should see this presentation to prepare themselves for what is to come.It's a shock, but you do get used to it...it's better you should know before you get here.
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.
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
The essence of social media marketing for airlines - Airline BusinessSimpliFlying
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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
[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.
We made a brief visit to the Iloilo International Airport to see off a relative who was travelling from his home base here in Iloilo to Hong Kong to take up a position as an Architect with a large Australian Construction firm. It was interesting and anyone who travels to and from the Philippines should see this presentation to prepare themselves for what is to come.It's a shock, but you do get used to it...it's better you should know before you get here.
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.
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
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.
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
[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.
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Airport Marketing Exchange: Changi’s Success With Connected TravellersSimpliFlying
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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.
The Disruptor Airline - How online content aggregators may take traditional a...Millennium Aviation, Inc.
The only way the traditional airlines will be structurally profitable is by offering a problem-solving service that is part of peoples’ daily lives, whether they travel or not. But it needs to be consistent when they do. There is no real ROIC in transportation.
Who can completely disrupt the airline industry? Who can change the face of the travel business in a revolutionary way? A marketing company that will trigger you to want to travel. One that will let you know which of your friends you can meet where. One that will network on your behalf and bring new business opportunities and arrange for meetings in places that meet your tastes and preference. One that will suggest and pencil in landmark sightseeing or adventures around your calendar with people you want, integrating social media and business networks. A concierge that will make your life easier and take care of your bags and makes sure your personal media library is loaded into the individual in-flight entertainment system in the seat you selected. One that is not a travel company, but a lifestyle partner that is part of your everyday life, whether you travel or not.
Armando Montelongo faces Civil RICO suit from former students. This is the first amended complaint alleging multiple occurrence of fraudulent activities.
Continental Airlines Flies High with
Real-time Business Intelligence
Continental Airlines Flies High with
Real-time Business Intelligence1
Uday Kulkarni
Arizona State University
1 This mini case study is adapted for executive seminar audience from the original full-length case
study: “Continental Airlines Flies High with Real-time Business Intelligence”, Anderson-Lehman R.,
Watson H. J., Wixom B. H. and Hoffer J. A., Teradata University Network,
www.teradatauniversitynetwork.com
1
Continental Airlines Flies High with
Real-time Business Intelligence
Introduction
Real-time business intelligence (BI) is taking Continental Airlines to new heights. The company has
dramatically changed all aspects of its business, resulting in industry-leading customer service and
generating a considerable financial “lift.” Continental’s president and COO, Larry Kellner 2
, describes
the impact of real-time BI in the following way: “Real-time BI is critical to the accomplishment of our
business strategy and has created significant business benefits." Some of the ways that Continental is
using and benefiting from real-time BI are:
• Flight attendants, gate agents, and all “customer-facing” employees know at all times who
Continental’s high-value customers are, and they provide outstanding service to these
customers, contributing to Continental’s track record of customer service.
• The Operations staff at the hubs monitors on-time performance throughout the day and
makes operational decisions about catering, personnel, and gate traffic flow, thus solidifying
Continental’s ranking as the most on-time airline.
• Pricing specialists track in real-time the impact of price changes on reservations and make
adjustments that optimize revenues.
Company Background Information
Continental Airlines was founded in 1934 with a single-engine Lockheed aircraft on dusty runways in
the American Southwest. Over the years, Continental grew and successfully weathered the storms
associated with the highly volatile, competitive airline industry. In 2011, Continental was one of the
top 5 airlines in the USA measured by passengers carried, destinations, passenger-kilometers, etc. It
carries over 100 million passengers a year to five continents (North and South America, Europe, Asia,
and Australia), with over 2,400 daily departures, to more than 262 destinations. 3
An Airline in Trouble
In the early 1990’s, Continental was in trouble. There were ten major US airlines, and Continental
ranked tenth in on-time performance, mishandled baggage, customer complaints, and denied
boardings because of overbooking. Not surprisingly, with this kind of service, Continental was in
financial trouble. It had filed for Chapter 11 bankruptcy protection twice in the previous ten years
and was heading for a third, and likely final, bankruptcy. It had also gone through ten CEOs in ten ...
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.
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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.”
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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.
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.
The Disruptor Airline - How online content aggregators may take traditional a...Millennium Aviation, Inc.
The only way the traditional airlines will be structurally profitable is by offering a problem-solving service that is part of peoples’ daily lives, whether they travel or not. But it needs to be consistent when they do. There is no real ROIC in transportation.
Who can completely disrupt the airline industry? Who can change the face of the travel business in a revolutionary way? A marketing company that will trigger you to want to travel. One that will let you know which of your friends you can meet where. One that will network on your behalf and bring new business opportunities and arrange for meetings in places that meet your tastes and preference. One that will suggest and pencil in landmark sightseeing or adventures around your calendar with people you want, integrating social media and business networks. A concierge that will make your life easier and take care of your bags and makes sure your personal media library is loaded into the individual in-flight entertainment system in the seat you selected. One that is not a travel company, but a lifestyle partner that is part of your everyday life, whether you travel or not.
Armando Montelongo faces Civil RICO suit from former students. This is the first amended complaint alleging multiple occurrence of fraudulent activities.
Continental Airlines Flies High with
Real-time Business Intelligence
Continental Airlines Flies High with
Real-time Business Intelligence1
Uday Kulkarni
Arizona State University
1 This mini case study is adapted for executive seminar audience from the original full-length case
study: “Continental Airlines Flies High with Real-time Business Intelligence”, Anderson-Lehman R.,
Watson H. J., Wixom B. H. and Hoffer J. A., Teradata University Network,
www.teradatauniversitynetwork.com
1
Continental Airlines Flies High with
Real-time Business Intelligence
Introduction
Real-time business intelligence (BI) is taking Continental Airlines to new heights. The company has
dramatically changed all aspects of its business, resulting in industry-leading customer service and
generating a considerable financial “lift.” Continental’s president and COO, Larry Kellner 2
, describes
the impact of real-time BI in the following way: “Real-time BI is critical to the accomplishment of our
business strategy and has created significant business benefits." Some of the ways that Continental is
using and benefiting from real-time BI are:
• Flight attendants, gate agents, and all “customer-facing” employees know at all times who
Continental’s high-value customers are, and they provide outstanding service to these
customers, contributing to Continental’s track record of customer service.
• The Operations staff at the hubs monitors on-time performance throughout the day and
makes operational decisions about catering, personnel, and gate traffic flow, thus solidifying
Continental’s ranking as the most on-time airline.
• Pricing specialists track in real-time the impact of price changes on reservations and make
adjustments that optimize revenues.
Company Background Information
Continental Airlines was founded in 1934 with a single-engine Lockheed aircraft on dusty runways in
the American Southwest. Over the years, Continental grew and successfully weathered the storms
associated with the highly volatile, competitive airline industry. In 2011, Continental was one of the
top 5 airlines in the USA measured by passengers carried, destinations, passenger-kilometers, etc. It
carries over 100 million passengers a year to five continents (North and South America, Europe, Asia,
and Australia), with over 2,400 daily departures, to more than 262 destinations. 3
An Airline in Trouble
In the early 1990’s, Continental was in trouble. There were ten major US airlines, and Continental
ranked tenth in on-time performance, mishandled baggage, customer complaints, and denied
boardings because of overbooking. Not surprisingly, with this kind of service, Continental was in
financial trouble. It had filed for Chapter 11 bankruptcy protection twice in the previous ten years
and was heading for a third, and likely final, bankruptcy. It had also gone through ten CEOs in ten ...
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.
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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.”
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
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SimpliFlying Featured: Spotlight on Gatwick's Rebrand #airportmarketingXSimpliFlying
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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: 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
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.
Its running cost is among the diverse vital aspects you must consider before buying an electric scooter. Calculate the cost of getting e-scooter charge for your regular usage to calculate its economic efficiency, similar to people who investigate the mileage of petrol or diesel-driven scooters.
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.
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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SimpliFlying Featured: Air Transport IT Summit Highlights
1. www.sitasummit.aero | 11
The 2014 Air Transport IT Summit | The Highlights
“ YOU NEED TO KNOW WHAT YOU
MEASURE. ONLY THEN CAN YOU
BENCHMARK YOURSELF AGAINST
OTHER AIRLINES.”
SHASHANK NIGAM
CHIEF EXECUTIVE OFFICER, SIMPLIFLYING
So when can
we have the
first airline
empowering
employees to
answer any
questions from
the customer?
AGE OF CONNECTIONS
“Today’s travelers are empowered and we have to deal with
them differently. Social media is no longer an afterthought. It’s
integral to the airline business. This is the age of connected and
empowered travelers.
“How do you satisfy these customers? As an airline, are you
ready to deal with these guys? This is not tomorrow. This is the
day before yesterday. And, they are the travelers of today. There
are several business functions that social media deeply impacts
other than marketing.
“Critically, the new terminal at GRU
REAL-TIME CUSTOMERS
“The first is real-time customer service. It’s not 24 hours later.
It’s not, “We’ll reply within 14 days.” It’s real-time. And it makes
a difference. KLM, one of the best airlines using social media in
the world, handles 30,000 passenger queries a week through
Twitter and Facebook. Of that, 2,000 are replies to passengers
who are either traveling or who have a PNR number. The world’s
largest social media staff is with KLM: they have 132 people
dedicated to social media, including two full-time staff to focus
on passengers on the ground at Amsterdam Schiphol Airport or
in a plane Facebooking or Tweeting.
“Real-time customer service is key. Airlines are doing it today.
Customers’ expectations are being set not by you, but by those
airlines that are replying to every single thing within minutes.
They’re defining expectations. The merged US Airways and
American have 100,000 employees. I bet at least 10% of those
have deep knowledge about issues impacting the customer. So
when can we have the first airline empowering employees to
answer any questions from the customer? In fact, it seems that
Finnair is going in this direction. It will be good to see when they
go live and what comes out of it.”
BE CRISIS-READY
“Second thing is be crisis-ready. That’s the one thing you ought
to get right. I’ll share a very quick example which was rather
famous. Krista is a Google employee who became famous after
taking a photo of an aircraft and tweeting it just 28 seconds after
the aircraft crashed on landing in San Francisco.
“Within minutes, she was inundated with requests from
journalists from all over the world. Trouble is, she got the facts
wrong and said the flight was from Taipei. In the next 24 hours,
she had 4,450 mainstream media mentions. The airline produced
a press release eight hours after the incident, the first update on
Twitter or Facebook six and a half hours after the incident.
“But San Francisco Airport was on the ball. They were updating
not just passengers, but other airlines and keeping everyone up
to date. You’ve got to be like San Francisco. You don’t start digging
the well when you’re thirsty; you‘ve got to prepare right now.”
RETURN ON SPEND
“Third, know the metrics. What gets measured gets done.
“On the first of April every year, WestJet in Canada have a video
that goes crazily viral. Those who watched last year’s video to
the end were given a coupon code that led them to the airline’s
website to book a ticket. Over the first 24 hours the video
resulted in 6,000 flyers and 4,000 bookings.
“Or take KLM again. For every euro they spend on social media,
they make 1.2 euro in direct sales and 2.8 euro in indirect sales.
“So you need to think hard about how can you provide real-time
customer service and how close you are, because it’s not
something that’s appearing out of nowhere. The trends have
been set for two years now. Social media goes way beyond
marketing: it’s not just an afterthought.”