1. Using Social Media For Travel Business Presentation made at India TravelDistribution Summit : 2010 HareeshTibrewala hareesh@socialwavelength.com

2. Agenda What can Social Media be used for Case studies Social Media Monitoring In house study of the domestic airline brands Communication Approach Social Media MegaTrends

4. Generating Sales

5. Customer Service

6. Reputation Management

7. Co creating products

9. Discounts and Deals Farecompare.com Operate about 160 Twitter accounts Accounts are segregated airport wise Tweet out latest offers for outbound travel from that location Boon for bargain hunters

10. Building Online Community Virgin Atlantic Vtravelled.com Review site where visitors write their reviews about places they have visited Share their pictures Give recommendations about where to stay, places to visit, things to do BA has now launched Metrotwin in India

11. Domestic AirlinesSample ConversationsIn-house Project By Social Wavelength

16. Handling Social Media CommunicationHow Jet Blue Does It What happened Flight attendant Slater choose to come down via the air-chute instead of the normal aircraft exit ! Claims he was provoked to do so What Jet Blue did It wouldn’t be fair for us to point out absurdities in other corners of the industry without acknowledging when it’s about us….. ongoing investigation…. to recognize our 2,300 fantastic, awesome and professional Inflight crew

17. Handling Social Media CommunicationHow Jet Blue Does It What happened Looks like Jet Blue’s legal dept is stifling social media responses. And getting snippy. Not good PR or SM. http://ow.ly/2oqkv#jetblue What Jet Blue did @kathybabb Not entirely. http://bit.ly/aAvnJQ

18. Handling Social Media CommunicationHow Jet Blue Does It What happened Hey Jet Blue — am hearing that you are giving $100 vouchers to the passengers on Monday’s Flight 1052. True?” What Jet Blue did @BrookebCNN it’s not uncommon to give vouchers to customers that have an experience outside the norm – including things as simple as no TV!”

19. Communication Approach Social Media is not about shouting out loud. It is about quiet conversations You have to learn to listen, before you start talking It is about creating “shareable” content. Your users (consumers) are also your content distributors

20. Communication Approach It is not a ‘campaign’, it is a process that will eventually evolve into a culture Once you start, there is no going back. Therefore start with baby steps. But start you must Social Media is a part of integrated marketing communication…it has to align with your other communication channels “Rich content” is the king

21. Social Media Mega Trends Web 2.0 is bigger than Web 1.0 Carry your friends recommendation where ever you go Social Media will force us to be more honest Role of Brand Manager will change : more like a ATC Corporate silos will vanish

22. Questions? If you need a copy of this presentation, please leave your business card. We will email it to you. Hareesh Tibrewala Jt. CEO, Social Wavelength. hareesh@socialwavelength.com Company blog: blog.socialwavelength.com LinkedIn: linkedin.com/in/hareeshtibrewala