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

rson

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

QuestionsEmail: shashank@simpliflying.com

Twitter: @simpliflying