Social Media, Ka-ching! Capitalizing on the New Frontier to sell more travel
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Presentation slides on Malaysia Airlines Social Media initiatives at the Travel Distribution World Asia 2012 at Marina Bay Sands on 09 February 2012.
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Social Media, Ka-ching! Capitalizing on the New Frontier to sell more travel
- 1. We make friends travel. Easily Social Media, Ka-ching! Capitalizing on this New Frontier to Sell More Travel Mohd Hisham Saleh Head of Social Media & Innovations, Malaysia Airlines
- 2. Like Comment Share 350 After Like Comment Share 1 Social Media has changed the way we travel Before Now January 2011 2010 Born
- 5. 1st Net2nd Net3rd Net Dory Nemo Deb/Flo
- 7. 3x Likelihood of internet users with post graduate degree are visiting LinkedIn – male especially. 62% Share of page views by female visitors on Facebook – likely Asians AFRICAN AMERICANS Demographic more represented on Twitter than any of the 9 other social networks *Source: Nielsen except ^ ^80% Customers with loyalty membership use MHbuddy – Malaysia Airlines Facebook booking Now January 2011 2010 Born
- 8. • It has become personal customer sharing of personal preferences • It works in real time information is transparent & can spread easily • It’s in their hands 37% consumers use social media on mobile phone • Limitless outreach millions are on at least one social media channel It’s all about Customer Experience Now January 2011 2010 Born
- 9. When to cash in on the travel experience? Before You Travel While You Travel After You Return Home
- 10. Now January 2011 2010 Born Now January 2011 2010 Born Like Comment Share DY 3 hours ago near Kuala Lumpur Yeah! Ok @BUD, will join you. Lets sit next to each other. 1 Like Comment Share BUD 4 hours ago near Kuala Lumpur @DY, I booked a flight to Penang! U want to join me? 4 We had this simple idea for MHbuddy
- 11. Book, check-in & share directly from Facebook Now January 2011 2010 Born
- 12. Now January 2011 2010 Born • We determine our solid end goals – to enable our fans to plan, book and check in for their flights • We set simple expectations – they may get together, hook up and share their travel plans • We master one thing at a time – we enhance our mobile booking engine by adding social capability • We make it as part of our routine – constantly adding loyalty campaign to sustain the interest • We make our efforts continuous – plan a continuous campaign to the traffic to the apps How do we make this work?
- 13. Appeal to customer’s desires to influence travel
- 14. Appeal to customer’s desires to influence travel
- 15. Opening to a wide reach of your loyal audience & reward them!
- 16. Teaser posted to entice fans at 9am b4 work starts Appe-teaser All promo fares published at 12.30pm & available for booking Lunch Box Mon Tue Wed Thu Fri SunSat Normal Sales Volume Lunch Hour Opening to a wide reach of your loyal audience & reward them!
- 17. Constantly measure your brand social sentiment
- 18. Now January 2011 2010 Born • Own your end goals, be ready to improvise from time to time • Be brave to try new things. There’s ROI but it requires focused effort • Know your market potential, don’t be a Jack of All Trades and Master of None Lessons & Tips
- 19. We make friends travel. Easily Thank You!