social airlines and customer experience in social media
TRANSCRIPT
Is there a correlation between success and social customer service?
Elisabeth Bitsch-ChristensenSenior Market Analyst - Dataföreningen
@echristensen42 - www.echristensen42.com
“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
Source: Datasift
Extract of Twitter data from 2013
between requests
and response = % engagement
AA 2013 overall CX rating 660
AA 2016 overall CX rating 693 (increase of 33 pts)
In 2013 KLM was best and BA worst among respondents to the Social Airlines Survey
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.
Source: http://simpliflying.com/2016/regional-differences-in-airline-social-media-strategy/
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 %