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