Keynote from IATA Commercial Symposium 2009 – Driving revenue for airlines from real-time customer insights on social media

Posted on December 10, 2009, 2:19 am, by Shashank Nigam Comments Comments

Dear SimpliFliers,

As many of you know (from my about page/LinkedIn/Twitter), I’m in Athens, Greece right now at the IATA Commercial Strategy Symposium 2009. It began with me leading a sold-out pre-conference hands-on workshop for airline executives on social media. Today and tomorrow I will be Chairing the e-Marketing and IT tracks.

And I also do a keynote, focusing on trigger points within the customer lifecycle on social media that can be leveraged for driving profits by an airline. And as always, I’d like to share my slides with all of you on the day of the keynote itself. They’re right below (If you can’t see them, click here)

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 (read my thoughts), where you can update your real-time position while traveling, on Facebook and Twitter. I’d love to have your feedback on the presentation!

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  • oussama
    Great presentation that shows the potential that social media presents for the airlines in terms of branding and customer loyalty. This is a great starting point on how to reach out to your passengers and becomes especially important because the great majority of the airlines have not addressed social media or even acknowledged its importance.

    There is a need for a lot of work, to define content, reach and delivery mode , by airline marketing departments. It is not only content that is important but the potential hazards and pitfalls associated with the mere speed that social media poses.

    Keep up the good work, this is only the begining.
  • Thanks for the constant encouragement!
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