Once in a while, I get a chance to meet a person who totally knows what he’s talking about, and the world knows what he’s talking about too. Chris Brogan (@chrisbrogan on Twitter) is such a man.
In this exclusive interview, Chris Brogan, the social media mogul (yeah, not just any guru, but a mogul) is put in the hotseat of an airline CEO. He shares with us what he’d do to run the airline, how he’d implement Web 2.0 strategies at the airline to build the brand and how he’d make them work for the airline and for the customer.
As the CEO of an airline, Chris Brogan would…
Optimize customer service – by providing virtual concierge service
In the past, operational optimization has been the name of the game. But Chris has a different take on the running of an airline – focus on providing customer service.
“Now, there’s a need to understand that customer service is an opportunity house, not a cost center. Use social media to reach people where they are, to give them what they’re asking for, to forge a new relationship that goes beyond my gates, my dates and my planes.”
Tap on social media for short term and long term…
Though relationship building can be a long-drawn affair, it’s the “status updates” on various social networks that Chris sees as an opportunity. When someone Tweets that he “feels like going to Thailand for a holiday” or updates a Facebook or LinkedIn status about an upcoming business trip to New York, that’s an opportunity for an airline to reach out and engage this person. And engagement here means more than just selling.
Start by listening, acting fast, then engaging…
Chris believes that if he was an airline CEO, he’d start listening to what his potential customers are saying and where they’re saying it. He’ll then act fast to engage them, and experiment different ways to provide value to them. And that’s the benefit of using social media – its flexibility of use.
Chris Brogan dishes out very practical and implementable advice on how airlines can build stronger brands, provide customer service and drive sales using social media. Watch the full un-cut video below, for this very intriguing, yet entertaining interview on airline branding and social media. My favorite part of the interview is at 8:31 mins, where Chris tells us what he’d do tomorrow, to get started.
Let’s discuss if what Chris is talking about is do-able or not for an airline today. And if it is indeed practical, then why aren’t airlines doing it? Let’s discuss in the comments or over on Twitter (@simpliflying)