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Simpliflying is changing the way airlines do business. We help airlines engage customers better and boost profitability. With over 25 airlines and airports, across 5 continents, we know what works.

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Consulting

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Our strategy consulting expertise lies in helping our clients develop strategies that are keenly attuned to the new dynamics of engaging today’s Connected Traveler profitably. We’ve helped our clients develop innovative ways – including a couple of World’s Firsts – to drive business objectives.

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MasterClasses

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SimpliFlying MasterClasses are training modules tailored to your needs. Whether you’re a beginner or an advanced practitioner looking to drive specific business goals, we offer hands-on, case-study intensive courses that your airline or airport will find indispensable.

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Speaking

Our consultants are globally sought-after for delivering keynotes and appearing on panels that help the aviation industry understand and embrace the new dynamics fueling an evolutionary genre of marketing, service, and influence.

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Partners

From scalable social customer service solutions, to advanced analytics software that helps you monitor your social presence while benchmarking yourself against competition, we partner with the best in the industry.

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Products

Apart from partnering with great solution-providers, SimpliFlying offers its proprietary ROI Dashboards for airlines to measure the success of their social campaigns as well as Benchmarking Reports in partnership with airlinetrends.com.

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Testimonials

IATA "[Working with SimpliFlying] has expanded our minds, opened our eyes and showed us what to do in concrete, practical, and tangible terms. We see the benefits not only to ourselves but to our members as well." - Maurizio Anichini, Head of Training, IATA
LAN Airlines"SimpliFlying has a great balance - providing strategic insights and directions while maintaining a down-to-earth attitude in guiding LAN in strategy implementation. Justifying our investment to senior management was not difficult." - Karen Bates, Global Online Marketing, LAN Airlines
Lufthansa"The SimpliFlying MasterClass was a combination of trends and insights from the industry, as well as tailor-made topics designed to help Lufthansa progress to the next level of customer engagement. By having every management level participate, Lufthansa achieved great results in regards to 'social status' and loyalty, which was one of the key topics." - Nicola Lange, Director Marketing & Customer Relations, The Americas, Lufthansa
Estonian Air"At Estonian Air, we always look for partners who can bring innovation and good ideas, with the ability to execute. With Simpliflying, we get exactly that." - Tero Taskila, CEO, Estonian Air

Our Clients

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Up
05 '12 Oct

[Presentation] Social Customer Service for Airports

by // October 5, 2012 // 0 responses
[Presentation] Social Customer Service for Airports
Last week I had the opportunity to be a part of the American Association of Airport Executive’s (AAAE) Social Media Summitin Alexandria, VA.  As to be expected from a AAAE Social Summit, the conference was a hit and I was delighted to be a part of this social information sharing forum. I was asked to facilitate a hands-on Twitter workshop for the attendees on day 1 and present on social customer service on Day 2 of the conference, but beyond my presentations, I took away a great deal of insights on some of the cool behind-the-scenes social things that airports are doing.

 

Tools and tips for supercharging your airport’s Twitter strategy

The conference was kicked off by our friend Ben Mutzabaugh of the USA Today Travel Column, Today in the Sky.  I was excited to catch up with Ben again, but was more even excited at the opportunity of hearing what he looks for from airport and airline social media channels when writing his column. Just a few of his behind the scene tips for airports: Let your customers behind “the velvet rope,” build anticipation, and share breaking news. After last year’s inaugural AAAE Social Media Summit, there were a lot of questions surrounding Twitter and the best tips and tools for monitoring and engaging. So this year AAAE dedicated a session to a Twitter workshop.  You can view the presentation from this hands-on session here. Feel free to email me if you’re interested in learning more about the tools I covered: from Hootsuite and Tweetdeck for day-to-day engagement and monitoring to finding geo-located Tweets on GeoChirp.com (many of these are free tools) that we discussed in the session.

  AAAE Social Media Summit (2012) on Prezi

Why airports need to engage the Connected Traveler

For the Social Customer Service Session, my main theme was around customer service for the connected traveler: The traveler who has access to the Internet throughout every single phase of travel – from the booking process, to taxis to in-flight wifi. A number of airports at the conference, including the Toronto Pearson Airport and the Portland International Airport are now using Twitter as a customer service channel, with call center staff trained to respond to social issues just as they would to a caller on the line or a passenger in the terminal.  Learn more about how the socially connected traveler is shifting the dynamics of how airports are thinking about customer service by viewing the presentation below.

Customer Service for the Socially Connected Traveler on Prezi

Interested in picking up a few new ways in which airports are using social media? Be sure to view our newly released 2012 edition of the Top 10 Airports using Social Media.

If you would like to learn more about the presentation or about the ways in which you can begin integrate social media into your overall strategy to drive the business goals of your airport, please contact us at Airports@SimpliFlying.com.

 

Featured Image: Gatwick Airport

Elizabeth Cecconi

Elizabeth Cecconi

Head of Airport Engagement at SimpliFlying
Elizabeth Cecconi headed the airports practice at SimplFlying as the company's Airport Engagement Executive from January to November 2012. She has worked in the Aviation industry for over 8 years, most recently heading all marketing and air service efforts at the South Bend Airport, in Indiana, USA and, prior to that, as a member of the Akron-Canton Airport (Ohio) marketing team. When she is not leading global business development (airports) for SimpliFlying, she can often be found boating on Lake Ontario at her home in Western NY State, or off traveling and skiing.

You can find Elizabeth on LinkedIn.
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