In this presentation, I share examples of how travelers are openly sharing their travel information online, and how airlines can use this for their advantage - for driving revenue and loyalty. One very good example of this is Lufthansa's MySkyStatus.com, where you can update your real-time position while traveling, on Facebook and Twitter. I'd love to have your feedback on the presentation!
2. Aviation :: Branding ::Technology
Practitioners first
Top 5 Twitter-ers on airlines
Blog Articles read over 250K times
Global outlook: Singapore & NYC based
Stellar Board of Advisors
Patrick Murphy - ex-Chairman, RyanAir
Chris Brogan - THE social media guru
Donald Schenk - CEO, Airline Capital Associates
3. Agenda for this morning
1. Revenue Mgmt for Dummies
2. Airline Customer Lifecycle? Sounds French!
3. What customer insights are available on SM?
4. Leveraging real‐time events ‐ 3 ideas
5. Putting it all together ‐ Let’s go to Dubai!
6. Q&A
6. Driving Revenue
Get people to fly more
F often: Frequency!
Get more people to fly:
R Reach!
Make more $ per
Y customer: Yield!
Get them to decide to fly
D sooner: Decision!
12. How can the airline use these insights?
1. User updates travel status (Twitter/FB)
2. Status integrated in social media apps
3. Past status offers customer insights
4. Huge opportunity for:
1. Building apps with targeted offers
2. Location-based recommendations
3. Viral-status apps
Reach
Decision
16. Real‐Time: Dealing with delays
1. People updating status
from lounge
2. Gate-agent doesn’t know
3. What if Gate Agent had
Co-tweet?
17. Real‐Time: Dealing with bag loss
1. The airline knows about
bag-loss before pax
2. Why not SMS him and tell
him to go home?
3. Let him track bag by
mobile
32. The key is to have a quantifiable measure of success beforehand
33. Connecting $$ + Lifecycle
Advocate/Fan [Y/R]
Frequent Llyer [Y]
Flown once [F]
Aware of you, but not Llown you before [D]
Nothing [R]
34. “... you don’t want to be the one looking like an
ostrich with its head in the sand...”
Azran Osman-Rani, CEO, AirAsia X
At Aviation Outlook Summit Asia Pac, 5 Aug 2009