Social Airlines and Customer Experience in Social Media
•
0 likes•1,672 views
Is there a correlation between success and social customer service. This study compares most engaged airlines in 2013 with actual traffic and financial growth 2015.
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (19)
Similar to Social Airlines and Customer Experience in Social Media
Similar to Social Airlines and Customer Experience in Social Media (20)
More from Elisabeth Bitsch-Christensen
More from Elisabeth Bitsch-Christensen (17)
Recently uploaded
Recently uploaded (20)
Social Airlines and Customer Experience in Social Media
- 1. Is there a correlation between success and social customer service? Elisabeth Bitsch-Christensen Senior Market Analyst - Dataföreningen @echristensen42 - www.echristensen42.com
- 4. “The airline industry is hampered by slim profit margins, forcing carriers to focus on both cost reduction and revenue growth through better customer interactions.” PWC Strategy& 2016
- 8. Source: Datasift Extract of Twitter data from 2013 between requests and response = % engagement
- 9. AA 2013 overall CX rating 660 AA 2016 overall CX rating 693 (increase of 33 pts)
- 10. In 2013 KLM was best and BA worst among respondents to the Social Airlines Survey
- 12. SAS has a personal and constructive social media response style On Facebook SAS normally responds within 2-3 minutes on any direct question. Social media more or less saved SAS in Nov 2012 when it was threatened by bankruptcy and customers were concerned to book flights.
- 17. Earnings Growth Before Interest and Taxes KLM/Air France 16.3% Qatar 15 % British Airways 8.5 % Lufthansa Group 3 % American Airlines 2.5% Scandinavian 2.2% Embarked Passengers/year Growth KLM/Air France 644 % Qatar 76 % British Airways 785 % Lufthansa Group 368 % American Airlines 345 % Scandinavian -31 %