- Social Media
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Using social media is all about interaction with the passenger. Unfortunately, not every airline uses social media. Below there are 5 appealing reasons for airlines to use social media, I would like to discuss why social media increases customer loyalty. Because airlines can do so much more and better!
1. Special offers and prize contests
Offering special offers and prize contests have always been an effective way to bond with customers. Social media simplifies this, because such offers and contests are instantly received by people who have liked and followed an airline. Expensive advertisements on internet and billboards are now worth an extra consideration.
2. Announcements and flight statuses
When your airline has just announced a new route, a new flight schedule or something else you want to notify your customers; social media helps. Also less positive news can be announced through Facebook and Twitter, like a temporary non-operative route caused by political or meteorological
circumstances or there occurrence of delays at the hub airport,which affects your operation. It’s all possible.
3. Customer services
When your customers have problems with booking a flight, requesting special meals on board or using their frequent flyer miles, your Facebook and Twitter page can be the solution for those customers. Many people are not looking forward to holding the line and eventually speak to a customer service agent. Allocating a few of those agents on your social media network, will give the opportunity to customers to post their problems there. This makes your airline interactive since social media appeals to many people. Additionally, people can post a problem on social media and then relax, without having to wait endlessly with one occupied ear.
Regularly posting a nice action photograph of an aircraft in your fleet will make many people’s day. And of course the free version of a prize contest (a contest) is a fun way of bonding with customers. Post an image of a difficult part in an aircraft and ask what this part is called. The person who first posts the name of the part correctly is the winner and deserves all the credit. There are many other ways of course to entertain your followers and likers.
5. It’s FREE!
And the best thing of all: using social media is completely free of charge! Another good reason in these hard economic times.