social airlines and customer experience in social media
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Is there a correlation between success and social customer service?
Elisabeth Bitsch-ChristensenSenior Market Analyst - Dataföreningen
@echristensen42 - www.echristensen42.com
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“The airline industry is hampered by slim profit margins, forcing carriers to focus on both cost reduction and revenue growth through better customer interactions.”PWC Strategy& 2016
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Source: Datasift
Extract of Twitter data from 2013
between requests
and response = % engagement
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AA 2013 overall CX rating 660
AA 2016 overall CX rating 693 (increase of 33 pts)
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In 2013 KLM was best and BA worst among respondents to the Social Airlines Survey
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SAS has a personal and constructive social media response style
On Facebook SAS normally responds within 2-3 minutes on any direct question.
Social media more or less saved SAS in Nov 2012 when it was threatened by bankruptcy and customers were concerned to book flights.
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Source: http://simpliflying.com/2016/regional-differences-in-airline-social-media-strategy/
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Earnings Growth Before Interest and Taxes
KLM/Air France 16.3%Qatar 15 % British Airways 8.5 %Lufthansa Group 3 % American Airlines 2.5%Scandinavian 2.2%
Embarked Passengers/year Growth
KLM/Air France 644 %Qatar 76 % British Airways 785 %Lufthansa Group 368 % American Airlines 345 %Scandinavian -31 %
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