LCC 2.0: How low cost airlines can use social media to engage their customers
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LCC 2.0 How can LCCs leverage social media to engage the customer? Low Cost Airlines World Americas 2009 Miami, FL June 30, 2009 Shashank Nigam Founder & CEO, SimpliFlying Global Head ‐ Brand Strategy, ACA Associates, Inc
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Transcript of LCC 2.0: How low cost airlines can use social media to engage their customers
LCC 2.0HowcanLCCsleveragesocialmedia
toengagethecustomer?
LowCostAirlinesWorldAmericas2009Miami,FL
June30,2009
ShashankNigamFounder&CEO,SimpliFlying
GlobalHead‐BrandStrategy,ACAAssociates,Inc
Aviation :: Branding :: Technology
Practitioners
Singapore and NYC based
Key take aways...
P.S: Good news! This is the wordiest slide in this presentation...
Key take aways...What is social media and why airlines need to embrace it?
3 myths about social media, debunked!
How are airlines around the world leveraging on social media?
3 steps to get started with social media in the next 3 weeks
Who will implement the strategies?
What are the risks involved in this approach?
Simply, how social media can help YOU fill more seats
P.S: Good news! This is the wordiest slide in this presentation...
READY?
What’s Web 2.0?Community || Collaboration || Content || Co-Creation
55%
of consumers want ongoing conversations with companies and brands
89%
said they would feel more loyal to a brand if they were invited to take part in a feedback group
Of these 89%,
Of these 89%,
43% would like to see companies offering customer service through social media
Of these 89%,
43% would like to see companies offering customer service through social media
41% would like companies to solicit feedback
Of these 89%,
43% would like to see companies offering customer service through social media
41% would like companies to solicit feedback
37% would like companies to provide new ways to interact with the brand via social media
What does that mean for the airline?
THE NEED TO BE PART OF THE CONVERSATION
3 MYTHSabout social media, debunked
Social media is free...
... free like a puppy
Social media is like a BBQ cookout...
... not a flea market
If I build it...
... they will come
How to do it?
Interaction without interruption
A community for common interests
A community for a specific target group
A community for potential customers
A community in another community
Co-Creation
Customer often knows best
In the end, it’s the involvement that matters
Airlines need a Personal!ty
But first...
Airline food, anyone?
Em
bracin
g the
accid
en
tal spo
ke
spe
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Empowering the common man
Empowering the common man
Empowering the employees
A Holistic Strategy?Interaction without interruption
Co-creation
Having a personality
JetBlue Airwaysblogging...
JetBlue Airwayson Twitter...
JetBlue Airwayson eBay...
Great ideas.Now what?
The thing about ROI
$
Need not be just about money
To capture a specific market...
Go where the customer is.
It can be about engaging the employees
The key is to have a quantifiable measure of success beforehand
How to get started?
!"#$%&'
(&)*)%'+&&,-&.%'
3 steps to get started with social media in the next 3 weeks
One person/team, supported by Subject Matter Experts
1. Give ownership to one person or team
2. It’s OK to start small, but do it well
3. It may require a long-term approach to succeed
4. Success metrics may be different from other efforts
Risks? What Risks?
How to tackle risks?
How to give up control?
Recognize - What can go wrong?
Prepare - To involve the community
Be Resilient - Bounce!
In Conclusion...
Airlines need to be a part of the conversation about their brands...
Using the latest technology tools to listen & engage allows...
Interaction without interruption
Co-creation
Building of a personality
Firm implementation
It’s not the strongest of the species that survives, nor the most intelligent. It is the
one that is most adaptable to change.
Charles Darwin
