Expert address by Shashank Nigam, CEO of SimpliFlying.com, at the LCC World Americas Summit in Miami, FL on 30 June 2009.
The presentation details why social media is important to LCCs and how they can use it immediately for customer service, sales and more.
Beyond Boundaries: Leveraging No-Code Solutions for Industry Innovation
LCC 2.0: How low cost airlines can use social media to engage their customers
1. 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
5. 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...
8. 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
10. Of these 89%,
43% would like to see companies offering
customer service through social media
11. Of these 89%,
43% would like to see companies offering
customer service through social media
41% would like companies to solicit feedback
12. 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
49. 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
53. Airlines need to be a part of the
conversation about their brands...
54. Using the latest technology tools to
listen & engage allows...
Interaction without interruption
Co-creation
Building of a personality
Firm implementation
55. 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