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Presentation focusing how airline companies can leverage social media to engage with passengers, generate revenue and innovation. The presentation is focused on the middle east but the concepts pretty much apply all over the world.
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CONNECTING PEOPLE THROUGH SOCIAL MEDIA
Pedro Waengertner
pedro@conectt.com.br
@pedrowm
PAX
AGENDA
• Social Media and Internet Today
• What drives results?
• The opportunities in the Airline Business
WHAT IS HAPPENING TODAY?
MOST COUNTRIES
WITH OVER 40% OR
50% INTERNET
PENETRATION
MIDDLE EAST
LAST YEAR E-COMMERCE
GREW 300% SOCIAL MEDIA
DRIVING SOCIAL CHANGE
“Social media played a role in empowering me to influence change in my community/country (% of respondents)”
SENSE OF EMPOWERMENT...
Source: Arab Social Media Report
Source: Bayt
GUESS WHO RULES ON MIDDLE EASTERN
SOCIAL MEDIA?
Startup Scene driving innovation
It all started with...
WHAT´S NEXT?
WHAT IF WE COULD CHECK-IN ON FACES,
INSTEAD OF PLACES?
TRYING TO FIGURE OUT
WHAT WORKS
MEASURING AND
CONTROLLING
INTEGRATING WITH
INTERNAL BACKOFFICE
REAL BUSINESS
ASSET
Where are we now?
ALWAYS CONNECTED
SOCIAL MEDIA SAVVY
DEMANDS SERVICE RIGHT NOW
BHOD
DOESN´T DIFERENTIATE BUSINESS CHANNELS
WHAT ABOUT THE PAX?
PLANNING BOOKING TRAVELING SHARING
CONSIDER EVALUATE BUY EXPERIENCE ADVOCATE BOND
PASSENGER LIFE CYCLE
CONSUMER BUYING PROCESS
Inspired by: Simpliflying
INNOVATION ANCILLARY REVENUE
CUSTOMER SERVICE
PROMOTION
OPPORTUNITIES IN THE AIRLINE BUSINESS
FIRST JUST LISTEN
PLANNING BOOKING TRAVELING SHARING
IT´S A MARATHON
Percentage of managers who believe social software is important or somewhat important to their business today
Percentage of managers who believe social software will be important or somewhat important to their business in three years.
52%
86%
They Love You One Day, Hate You The Next
Source: Fastcompany
FOCUS ON THE LONG TERM...
OR GO CRAZY!!
PROMOTION
On-Plane entertainment
Airport Social Checkin Social
Conversations
PROMOTION- THOUSANDS OF OPPORTUNITIES
PROMOTION: KLM SURPRISE
CUSTOMER SERVICE
In 6 minutes...
CUSTOMER SERVICE-AA
CUSTOMER SERVICE- CITYJET
ANCILLARY REVENUE
ANCILLARY REVENUE
BOOKING TRAVELING SHARING
In each stage, there are several opportunities:
• Social booking • Social seating • Social loyalty programs
PLANNING
ANCILLARY REVENUES- SOCIAL BOOKING
INNOVATION
30% of consumers say they
interact with corporate social sites to submit ideas for new product/services
INNOVATION OPPORTUNITIES
IDEA GENERATION – QUALITY HUNTERS
YOUR SOCIAL MEDIA STRATEGY
START LISTENING
WORK ON YOUR SOCIAL PRESENCE
DEFINE REAL BUSINESS GOALS
EXPERIMENT
MEASURE RESULTS AND SCALE
MONITOR CONVERSATIONS
ENGAGE WITH YOUR AUDIENCE
FIND OPPORTUNITIES
THINK LIKE A STARTUP
SHOW ME THE MONEY!
Pedro Waengertner
pedro@conectt.com.br
@pedrowm
THANK YOU VERY MUCH!
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