Why do rock stars have fans and companies have customers?
Over the last few months, I’ve spent a lot of time translating the developments in social media to how airlines and airports can drive loyalty, revenue and engagement – things that matter to the business – and hopefully answer the above question.
And the one big noticeable trend is the shift from the Customer to the Cult. The latter is essentially a much larger, often more influential tribe, than just those who actually pay to fly. So, why not leverage on them?
I know it might sound a little abstract right now, so I’d like to share with you my keynote presentation from the Points.com customer summit in Toronto. Points.com allows frequent travelers to trade miles between multiple programs, and also ultimately drives loyalty for airlines, due to better earning and burning.
I was intrigued by the Points.com model and highlighted to the audience the two paradigm shifts in travel and three ways to drive loyalty with those in mind.
And for the first time, I didn’t use any presentation slides, inspired from Chris Anderson’s talk at TED.
Enjoy the presentation, and I’d love to hear your feedback (click here if you can’t view the presentation below).
