Keynote presentation from Sydney: How airlines can have conversations with customers on social media

Dear SimpliFlyers,

Yesterday, in Sydney, at the Australia Pacific Aviation Summit, I gave my keynote on airline branding and social media a different touch. I emphasized on the fact that airlines and airports need start moving from broadcasting messages to their customers, to having conversations about their brands with their “cult”.

Featuring case studies of over 25 airlines on social media, this was the presentation that I used for my keynote on 6 Aug 2009. It was very well received by an audience of experienced senior aviation executives. And I’d love to have your feedback on it. What do you like most? What’s the biggest challenge?

Keep Flying, SimpliFlying,
Shashank

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Shashank Nigam

Shashank Nigam

Shashank Nigam is the CEO of SimpliFlying and a globally sought-after consultant, speaker and thought-leader on airline branding and customer engagement strategy. He is also the youngest winner of the Global Brand Leadership Award and has addressed senior aviation executives globally, from Chile to Canada and from Sydney to San Francisco. Shashank's perspectives have found their way into major media outlets, including CNN Travel, CNBC, MSNBC, Bloomberg UTV, Mashable and in leading publications like Airline Business, ATW, Aviation Week, and others. Shashank studied Information Systems Management and Business Management at Singapore Management University and Carnegie Mellon University. Hailing from India, he splits his time between Singapore and Vancouver, among other cities.
Shashank Nigam
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Showing 14 comments
  • Sumit Roy
    Reply

    As always, a refreshing presentation.

    I wonder why more PR agencies aren’t offering this service to their clients.

    Or are they?

  • Dennis
    Reply

    Couldn’t make the event but loved the web pres. Hard to get traditional businesses thinking outside the [insert particular shape your business is stuck in] but I’m sure your pres gave them something to take home.

  • storyboarding
    Reply

    I couldn’t have said it any better, it’s about time.

    Signature: Telling stories with right storyboarding presentation together with PowerPoint presentation is like owning a printing press and printing your own currency.

  • Jen Smith
    Reply

    very cool video. Worth watching for anyone who deals with airlines from a pr standpoint

  • Walter Adamson
    Reply

    Great layout and style and sequencing of the rationale, which would also be easily absorbed by executives in many other industries.

    Your community examples are great. I'm always conscious that 90% of branded communities fail, so in reality the planning takes a lot more effort than you convey in order to mitigate that risk. Of course you can't boil the ocean in one presentation but its a simple reminder like that which can make people stop and think before rushing in too deep.

    I'm also very conscious of the fact, when I give people the typical examples of “social media success”, that those smart companies such as Dell or Virgin America have only exposed what they want to expose. To make what they have apparently achieve so easily with just a few tools e.g. Twitter actually takes a lot of hard work and cross organisational planning, training and coordination. To copy what you see on the surface will almost certainly lead to failure and a waste of resources. That's why we preach the need for a proper social media assessment and then strategy considerations, and lastly tools or branded versus social web community considerations.

    In any case, love your work – you have a solid niche here and huge opportunity to help improve the customer experience. In my experience the brand depth of airlines is a thin shadow of the brand promise.

    Walter Adamson
    @g2m Social Media Academy, Australia
    http://www.socialmedia-academy.com.au

  • Walter Adamson
    Reply

    Great layout and style and sequencing of the rationale, which would also be easily absorbed by executives in many other industries.

    Your community examples are great. I'm always conscious that 90% of branded communities fail, so in reality the planning takes a lot more effort than you convey in order to mitigate that risk. Of course you can't boil the ocean in one presentation but it's a simple reminder like that which can make people stop and think before rushing in too deeply.

    I'm also very conscious of the fact, when I give people the typical examples of “social media success”, that those smart companies such as Dell or Virgin America have only exposed what they want to expose. To make what they have apparently achieved so easily with just a few tools e.g. Twitter, actually takes a lot of hard work and cross organisational planning, training and coordination. To copy what you see on the surface will almost certainly lead to failure and a waste of resources. That's why we preach the need for a proper social media assessment and then strategy considerations, and lastly tools or branded versus social web community considerations.

    In any case, love your work – you have a solid niche here and huge opportunity to help improve the customer experience. In my experience the brand depth of airlines is a thin shadow of the brand promise.

    Walter Adamson
    @g2m Social Media Academy, Australia
    http://www.socialmedia-academy.com.au

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