ASSIGNMENT NO 1

Name: Azeef Ahmed

Class/Section: BSAM-7A
SAP ID: 70072932
Submitted to:
How can Airlines use social media for qualitative and quantitative
research?
 Making evidence-based decisions is very important for an airline. As a result,
and for many other reasons, airlines are thirsting for quantitative data
 The hard numbers that say how the airline is performing and what
passengers think about their service is very important for an airline to know
about
 Finding a solid truth is very hard. Answers to questions like:
 Are we doing better than our competitors?
 Are we doing well enough for the customers we want to attract and
retain?
 But qualitative data is also as important for the airline industry. If
quantitative data is good for answering the “what”, then qualitative data
excels at the “why”.
 With the help of qualitative data, Airline companies can make truly informed
decisions. Without it, understanding the reasons why the stats say what they
do becomes incredibly difficult.
 Finding out why passengers prefer one airline to another, or whether they
are being drawn (or pushed away) by any particular aspects of the way
airlines do business, is crucial.
 Media plays a very important role in conducting such surveys, while
advertising what the industry has to offer weather it be a new airline ticket
or a job offer or any kind of attractive products to attract the customers
attention
 Media has made it very easy for an airline company to survey all the
research work needed for the smooth operations of the airlines
How can Airlines gather actionable insights from social media to
improve customer loyalty?
 In today’s modern age, when everybody is connected to each other, and
information is only a click away, customers expect companies and brands to
be available to them 24/7.
 They expect maximum engagement on their side, so as to become loyal
customers themselves.
 Also, they want someone to remove their problems and issues immediately.
 As an airline company, you need to invest in your customer experience and
ensure your passengers are satisfied both on the plane and in front of their
screens.
 Luckily for you, social media today offers the perfect platform for interacting
with your customers and making them happy.
 Set up a Voice & a Personal
 Listen & Respond
 Social Media Analytics
 Create & Publish Informative Content
 Inspire & Motivate
 Be Accurate & Professional
How can an airline use social media to better understand how to
enhance customer service?
Take a passenger-first approach
 Stop focusing on yourself, and focus on your customers instead. In order to shape
a positive experience from the customer's point of view, your airline brand can
follow these five steps:
 Interact in a friendly, authentic, and personalized way.
 Listen to the customer's unique situation and acknowledge their needs.
 Give real-time, accurate information that empowers the customer to make
decisions.
 Go beyond the customer's service expectations so they will remember and
share their great experience.
 Remember the customer's preferences and anticipate their future needs.
Don’t make customers repeat themselves.
 Customers do not want to repeat their issue or personal information, such as
their confirmation or frequent flyer number, over and over every time they’re
handed off to a new agent or department.
 The key to providing personalized attention is case ownership.
 This requires a social media management tool that integrates with a CRM and
maintains detailed customer histories and assigns cases rather than posts.
 This setup ensures that when agents have to pass along a customer, that
customer’s information is readily accessible by the next agent.