SimpliFlying || Aviation :: Branding :: Technology || Airline marketing, airline brand management, social media, Web 2.0 » Brand Xpression

JetBlue says “sorry”. And we love them even more, for being a human brand

Shashank Nigam — Wed, 23 Jun 2010 01:35:15 +0000

I received an email from JetBlue with an interesting subject today – it said “We’re Sorry”. For some reason, I gravitated towards that email, ignoring all others that were unread in my inbox. Why was that? Because it seemed to be the most “human” email in my inbox flooded with cookie cutter clutter messages. And I love the fact that a company is apologizing. Because most seldom do. Great job Mr Canty!

Of course, JetBlue has done this before, after the Feb 14, 2007 snowstorms that left thousands stranded on the tarmac, and also on Twitter. And it’s for being such a “human” brand that I love JetBlue. Do you?

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What might air travel be like tomorrow, if airlines start using the latest social media tools today?

Shashank Nigam — Tue, 25 May 2010 13:20:27 +0000

Remember the video I did about the future of flight if airlines adopted the technologies available today to enhance the flight experience? Inspired from that, I wrote an article on FlightGlobal’s ShowDaily at the Hamburg Interiors Show last week, which zoomed in on scenarios assuming airlines would adopt the latest free social media technologies today. And the result was quite enjoyable (from the reviews I’ve heard).

Hence, I’d like to share with you the full article here. You can click on the image to read in a larger font size, or view the text-only version here.

On this hypothetical flight,

After booking the flight, my Facebook and Twitter friends planned my trip, thanks to a tool called Flip.to
I pre-ordered food on Twitter
Pre-selected “family zone” on the flight, where people of similar interests would be sitting
I managed to get the wifi free, by filling up a survey on the landing page, when I turned on my browser
“Rented” a power point to plug in my Mac.
Was offered an iPad, but couldn’t rent it, as they were all booked in advance

So, what do you think? Is this too much to ask of our favorite airlines? If there was one airline that was to adopt most of these technologies, who would it be? Let’s hear your thoughts in comments and on Twitter (@simpliFlying)

Special thanks to Mary Kirby of the RunwayGirl fame, for getting this article published.

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Is Alaska Airlines’ Social Media Execution heading South of Expected?

Shashank Nigam — Mon, 26 Apr 2010 04:05:47 +0000

Alaska Airlines is known for being nimble when it comes to customer service, and well loved, because it is smaller than most US airlines. When they got started with social media, there were one of the first to do things right, and had a great vision too, as I highlighted in my interviews and articles last year. However, it seems that things have stagnated. It may not be the case, but that’s what it seems like from the outside.

A reader passionately shared his ideas with me, which culminated in this guest post. Thomas Evans is a Marketing and Social Media professional in Seattle, Washington; and a loyal Alaska Airlines fan. And here’s what he feels about Alaska Airlines’ social media execution.
————————

Meeting the basics…

Currently, if I had to describe Alaska’s use of social media I would describe it simply as, decent. They have an online presence, but they are not providing a ‘north of expected’ experience for the consumers. Sure, they have a Facebook page (in my opinion, one that is need of a major makeover). And yes, they have a Twitter account that is managed and updated regularly. But they could be doing so much more. As a loyal Alaska Airlines flyer and fan, I am curious as to why a company who focuses, emphasizes and does such an exceptional job with their customer service does not put forth a greater effort to build and keep relationships with their customers online.

Social media a competitive differentiation?

If you want to make yourself stand out from competitors you have to be willing to go the extra mile. On Twitter, don’t just sit and wait for someone to reply to a previous Tweet or ask you a question. Go out and look for individuals to interact with. Just the other night I took a look at Alaska Airlines’ Twitter page. It was 11 pm and there were zero responses or signs of interactions with customers all day. I then searched for mentions of the airline. One individual complained about damaged bags and said “Sorry Alaska, you just lost a customer.” As I’m writing this, more than 48 hours later, this person still hadn’t been responded to publicly. Perhaps this individual was dealt with through a DM, but still, the overall lack of interaction is confusing.

Mentioning new flight deals once a day and responding to customer questions that other followers honestly don’t care about is not going to make you stand out.

Engage in conversations, ask questions that will provide free and valuable feedback and data, point followers to interesting or useful posts even if they are not Alaska Air related, engage in casual fun chit chat.
Make it easy and interesting for customers to interact and feel like they have a relationship with the airlines.

Building a sustainable strategy

It could be that a single individual or small team handling the social media efforts simply do not have enough time to dedicate solely to Twitter and Facebook because they have so much else on their plates. If this is the case, more people need to be hired. Much of an organization’s social media efforts are simply extensions of their customer service team. Would you want one individual in charge of answering all of your company’s phone calls and emails from customers? I know I wouldn’t.

Finally, we have all heard by now that Alaska Airlines will soon be providing Wifi on all of their flights. While this is a big deal for obvious reasons, it also could provide huge opportunities for the airline to catch up to its competitors in the social media game. This previous Simpliflying post provides simple, yet great ideas of how an airline can obtain valuable information, form relationships and improve customer experience thousands of feet in the air. Among other things, it would be wise for Alaska to start planning ahead.

What do you think about Alaska Airlines’ efforts? How do you think they can do things better? Let’s hear it in the comments, and over on Twitter (@simpliflying)

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Five steps to Customer Service Excellence for United Airlines (with real-life case study)

Shashank Nigam — Tue, 09 Mar 2010 18:36:59 +0000

Over on Twitter, I was alerted to a letter published in Business Traveller Magazine where a customer had sent in a legitimate complaint letter to United Airlines, sharing his experience of poor service in Business Class and suggested that more investments be made into customer service training.

It was great that United Airlines actually responded to the letter in the magazine itself. And that’s where the positives ended. Of the five key points raised by the customer, only one was directly addressed. In fact, the response went on to totally digress from the topic and talked more about the airline’s new premium cabins, and not customer service. That got me thinking, it’s probably not just the cabin crew at United who needs lessons in customer service, but even folks from Corp. Comms.

This is very ironic, because just a couple of weeks ago, at the Loyalty 2010 event, while having lunch with Robert Sahadevan, United’s VP of Loyalty, I was very impressed by the focus they have on their frequent fliers and premium passengers. Hence, this response was disappointing, to say the least.

I thought I’d do my bit here for United (and help other airlines too, who need to get their basics right – you know who you are)

Step 1: Listen to the customer

The key word here is LISTEN. Not look. Not hear. But listen. The difference is stark. If you look or just hear, then you hardly absorb any of the content, let alone understand. It’s very important to seek get an idea of why the customer is saying what he’s saying.

Step 2: Identify the key issues mentioned by the customer

Once you’ve listened to him, identify the key issues the customer has expressed – both positive and negative. In this case, there are five key issues, as I’ve highlighted below (click on the image for larger font). They include the Business Class passenger’s request for water not being answered, to the responses he received from the flight attendants.

Step 3: Address the issues

Needless to say, after the issues have been identified, they need to be addressed. Even if you intend to dodge the bullets, do it subtly. Not the way United’s response totally ignores the issues raised and goes off on a tangent. It almost seems to me as if a United Airlines Corporate Sales person has written this reply!

Not only are hardly any issues been addressed, Rahsaan appears almost proud of the fact that he’s doged every bullet in his response. From his LinkedIn profile, Rahsaan seems too experienced to get this wrong. This gives me the feeling that this may have more to do with United’s policy governing Corporate Communications, than a personnel’s overlooking the issues. Which is a scary thought!

Step 4: Apologise, if you’re wrong

Nowhere does the response from United Airlines make any mention of what they’re going to do to change the situation. In fact, they don’t even accept that they’ve done anything wrong. Let alone apologize for it. Frankly, the letter seems as if it’s been written by a computer, not a person. A personal reply needs to be just that – personal.

There’s nothing wrong in apologizing if you’re in the wrong. The least United can do is to learn from the likes of Southwest Airlines and JetBlue – remember the famous video apology by then CEO David Neeleman?

Step 5: Thank the customer for his feedback

Nowhere does the United response thank the customer for taking his time to send the (very valuable) feedback. Not at the beginning. Not at the end. That’s the least they couldn’t have done, isn’t it?

—-

If you’re from United Airlines and reading this, I’d love to hear your take on this situation. Was it a one-off? May be Customer Service should be responding to such letters, not Corporate Communications.

What do you think? What are some of the best practices of airlines that do customer service right? Let’s share our suggestions with United Airlines so that they can make flying better for all of us!

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Must-have elements for your airline’s or airport’s social media policy

Rachel Levy — Mon, 15 Feb 2010 08:21:40 +0000

Now that you’ve had a chance to digest the imperatives of a social media policy from my article last week entitled “Five Imperatives For Your Airline’s Social Media Policy“, we decided to write a follow up post with additional considerations for inclusion. Again, these are must-have elements that make your social media policy very user-friendly.

Objectives – Talk about the objective of using social media, so employees have a background as to why the company is participating.
Disclosures — Educate employees about the FTC guidelines (pdf) about endorsements and testimonials, which is explained well in this article. Basically, they are required to disclose the company’s connection with the product or service.
Use common sense — You can explain that further in your company’s language, but it’s a good one to include.
Give and take – Much of social media is about give and take, meaning that you “give” value, and “take” help or value back. Don’t forget to work both sides of the equation.
Personal versus work time — Define what is acceptable to do during work hours. Updating a Facebook status may not be appropriate. But, updating Twitter with personal updates may be, as it’s working towards building relationships. Whatever your opinion is, it’s important to define so employees have guidelines.
Company values – Coca-Cola does a great job in their social media policy (pdf) of incorporating their company shared values. The policy means more to employees when it’s framed in the context of the company’s overall values.
Disagreeing – It’s OK to disagree with people’s opinions, but make sure you stay appropriate and polite.
Crisis situations – If a topic of conversation appears to be a crisis, inform the public relations department.

Do you have anything to add? What else is important to include in a social media policy? Let’s here it in the comments or on Twitter.

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Chris Brogan tweets, JetBlue replies. Kevin Smith is upset. Southwest VP calls him. The common man speaks. The airline brand listens.

Shashank Nigam — Sun, 14 Feb 2010 15:42:58 +0000

It’s the long weekend in many countries. Canada, US, most of Asia-Pacific are on a holiday. Yet, it’s very nice to see that airlines are listening. Chris Brogan tweeted today that he’d pay JetBlue $7,200 for one year of unlimited flying “pass”. And @JetBlue immediately replied that they’re “listening”.

Somewhere else on Twitterland, Christi Day of Southwest Airlines was dealing with an outburst from @TheKevinSmith, on Valentine’s Day eve, which finally involved Southwest’s VP calling Smith personally.

Though these may seem like normal twitter conversations, to me they reflect a paradigm shift in the way airlines have started to deal with their customers. It wasn’t too long ago, where I had to print out and post a letter to an airline for a missed-connection claim, because their email inbox was full! And the matter took over 5mths to get resolved (in the end, I didn’t get my $$).

JetBlue and Southwest have both been beacons of change in the industry, and they’ve shown a more human side of airlines – generally considered faceless corporations. Kudos to their efforts to connect with the customer directly, and truly listen. I think it shows where the future of customer service is heading.

What do you think? Has your favorite airline been listening to you lately?

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Five Imperatives For Your Airline’s Social Media Policy

Rachel Levy — Mon, 08 Feb 2010 14:51:19 +0000

So you’ve got a sizeable social media presence for your airline over the past year. And now, the employees are starting to participate too. But there’s a constant tug of war, between Legal, Corp. Comms and Marketing – on how employees should and shouldn’t participate in social media. The solution? An airline-wide social media policy.

What is a social media policy, you ask? Basically, it addresses the concerns that many airlines have when getting started in social media… What if an employee says something they shouldn’t? How do we respond to passenger complaints and compliments? How can we possibly control what our employees are doing online? If you’ve been up and running on social media for a few months, it’s time you formalize your thoughts in this area, and ensure everyone at the airline is on the same page. Here are five key imperatives for your social media policy:

1. Explain the Scope in User-Friendly Terms

When you say “social media policy” to many of your employees, they may think “that doesn’t apply to me because I’m not in Marketing.” So, it’s important for your policy to explain what types of activities it covers, possibly including their personal Facebook profile, their Twitter account, YouTube accounts, etc. Giving these types of examples up front in the policy will ensure that employees understand that their online persona is a reflection of the company, even if they are not an “official spokesperson” for the company.

2. Authenticity and Transparency

I could write an entire blog post alone about what these two terms mean! But, basically, employees need to be transparent; meaning that they should use their real names in anything they are writing online, and disclose that they work for your airline when appropriate. For example, if they are commenting on a blog post related to the airline industry, they should be clear that they work for your airline. And state clearly whether or not their views are personal, or official.

Authentic and transparent also mean being human. Show who you are as a person, not just an employee. Be real. Be wrong. Be personal.

3. Confidentiality

Being authentic and transparent don’t mean that everything that happens in the company is open for public consumption. Employees need to understand what is confidential, and exercise judgment about what to share and what to keep private. Explaining what is considered confidential and off limits for social media, is an important part of your social media policy.

4. Think About Who is Listening

Before anyone writes anything online, they should think about who could see it. If your competitor saw it, would that be OK? If your airline’s promotions agency saw it, what would they think? These questions should be asked with every online interaction. If the employee is unsure, they shouldn’t post it.

It’s also important to remember that the Internet is permanent. Anything written will stay on record in some way. Nothing is ever fully deletable.

5. Guiding Principles

Porter Novelli, a public relations company, has a set of guiding principles in its social media policy. This is a great way to summarize the policy into overarching guidelines, rather than rules, that are easy to remember.

The web is not anonymous. Assume that everything you write can be traced back to the company, if not you personally.
There is no longer a clear boundary between your personal life and your work life.
Do not lie or withhold the truth.
he web contains a permanent record of our mistakes. But do not try to change things retrospectively.

I can picture these as thought bubbles running through someone’s head before writing anything online.

While these are the 5 most important items to include in your social media policy, there are many more considerations when writing one. Look out next week for a follow up post with more on this topic.

What do you think? Have we missed any imperatives? Have you had success with a social media policy? What are the key elements there? Let’s discuss.

(Photo credit: Transparency, Big Ear)

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68 love marks from Southwest Airlines’ Paula Berg that can help British Airways prevent a future strike by Unite

Shashank Nigam — Fri, 18 Dec 2009 13:32:12 +0000

A special day in aviation

Two important events took place in aviation today – both of which conjored mixed feelings in me.

1. The British High Court declared illegal the potential X-mas strike by British Airways‘ Unite union. The good news is that this promises hassle-free travel for almost a million BA travelers over the holiday period. The downside is that the union is keen on re-grouping to go on strike early next year.

2. It was the last day at work for Paula Berg, the force behind the successful new media brand strategy of Southwest Airlines for the past decade. She’s leaving to move back with the true love of her life – the mountains. So again, a bitter-sweet news. (Watch Paula’s video interview on SWA’s media strategy here)

What’s the link between Southwest Airlines and British Airways?

“So, what’s the connection”, you may wonder?

Paula had emailed me about her move last week and in her note included 68 reasons why she loved working at Southwest over the last ten year. Can you imagine an employee putting in so much affection and effort while she’s leaving? This only happens when the company has treated her like family.

This is not just something Paula expressed, but also what Southwest’s outgoing President Colleen Barrett confirmed over a year ago in her final interview – that the airline’s prime customers are its employees. And keeping them happy keeps the end-customer happy too.

Now, Southwest Airlines has some of the largest number of employees who’re in a union. But they seldom have employee trouble. Probably because they feel loved and give love back. Whereas at British Airways (and many other airlines), there often seems to be employee trouble. I think two things need to happen here:

1. The airline needs to think more about the employees like family, rather than numbers. If they’ve been promised something, they should be granted it on time

2. The union and employees shouldn’t just think of the airline as a golden goose they can hold hostage on a whim. Think of the long term too. If the Unite strike had gone through during the holiday period, it would have probably brought British Airways to its knees!

And even now, when customers fly British Airways over the holidays, do you think they’d feel the love? Probably not. And this would reflect in their lower service delivery standards too, which already isn’t the best in the world.

Hence, I’d like to share with the world, and especially anyone who works at British Airways, a classic from Southwest Airlines’ Paula Berg , which I’ve sought permission for re-publishing from her email. I hope this warms some hearts and melts some hot-heads and make life better for everyone this holiday season.

Quoted from Paula’s personal email…

68 REASONS WHY I’VE LOVED WORKING AT SOUTHWEST AIRLINES

This puddle.
The response you receive when you tell someone that you work for Southwest Airlines.
Free flights.
The People – There are times when I pass folks in the halls that I don’t even know and am overwhelmed with the feeling that any one of these people would give you the shirt off their back if you needed it.
Bags Fly Free – It just feels good to work for a Company that tries to do right by its Customers.
The Freedom to move about the Company – I love that several of our VP’s began their careers on the frontline – loading bags, working the ticket counter, and servicing aircraft.
On business trips with colleagues, I can look around the dinner table and think, “There’s no one else I’d rather be with right now.”
Halloween – how many people can say they’ve seen their CEO in platform boots and a cod piece?
Having a team of Schedule Planners on hand to “optimize” our Halloween performance schedule.
The view from the deck.
Having a personal weather man to let you know when to head home or hunker down to avoid bad weather.
Lunch in the cafeteria always feels like a high school reunion.
The Button Man (sometimes known also as The Magnet Man) – because every Southwest event needs a souvenir.
Hearing the Southwest Choir practice in the atrium behind my office.
Casual Dress.
Hand-written notes from Colleen Barrett.
Kisses from Herb Kelleher.
That Warrior Spirit.
Parties in the hanger.
Rapping, singing, flipping, and beat-boxing Flight Attendants.
Aviation bloggers and enthusiasts.
Employee lanes at the airport.
Eight percent 401k match.
Best corporate blog three years running according to PR News (…and if I do say so myself).
The Culture Committee.
There is no shortage of peanuts or peanut references.
There is never a dull moment.
The Spirit Jr. Costume.
This photo.
Texas – From the hospitality to the maverick spirit, and all the folks that call you honey, sugar, and darling.
Southwest swag – like the Southwest Airlines lint roller, the Cargo koozie with the crab arms (“we ship your catch”), the flip-flops that leave the Southwest logo imprinted in the sand, and the Southwest bike (one of these days, I’m gonna get my hands on one of those bikes).
Fred Taylor and Proactive Customer Service.
Employees first, Customers next, Shareholder’s last.
36 years of profitability.
Profit sharing.
Free parking in the Employee lot at the airport. With the upcoming renovation of Dallas Love Field, this option in no longer available. And, technically, being that I wasn’t actually an airport Employee, I was never really supposed to park back there anyway. But, oh the good ole days! (NOTE: To the owners of the red Camero and the black Porsche that are still parked over there, you better move your cars ASAP or you’re gonna get towed!)
Crazy email strings – Like the one a co-worker accidently sent to hundreds of people that revealed highly confidential information about a new city. Doh! Or the one that someone intended for a few friends, but accidently sent to the entire company, asking what they wanted her to pick up for a Bar-B-Que. Everyone responded. Not everyone thought it was funny. I think you know where I stand on this one. It still makes me giggle.
Weekly emails from Carla looking for her missing mail cart (…I love you, girl!).
Daily emails announcing that there is queso, Bar-B-Que, or birthday cake in the breakroom.
Parking next to a Boeing 737.
That new plane smell.
Driving into work with the planes taking off on the runway along Denton Drive. Sometimes I want to race them, but the potholes and my less than favorable standing with the police always stop me.
Stuart Thomas’s abstract Halloween costume illustrating RASM and CASM.
Countless “Wanna Get Away” moments – like the time I took a fly ball to the chin at the Customer Relations/Rapid Rewards softball game and had to come to work for a week with a black and blue goatee. Or the time that I split my pants from seam to seam and walked around all day in chaps. Or the time I walked into a plate glass window escorting Jim Wimberly to a photo shoot.
The joy of looking up someone’s phone number in the online Company Directory and discovering a ridiculous employee photo.
The “no drinking before 5pm” rule.
The Freedom to be yourself – In 2002, while working in the Customer Relations Department, I went nearly three months without washing my hair, just for fun. In the third month, my supervisor called me in to his office and gently suggested that I may want to “keep our Customers in mind.” I love that it took that long.
Secret project codewords like Sockeye, Wyatt ERP and Tipper.
The crossword puzzle in Spirit Magazine.
Brainstorming sessions in the Magic Factory.
Mr. Toad’s Wild Ride from Headquarters to Dallas Love Field on the Southwest shuttle bus.
On any given day you might see a live Texas longhorn, NBA Legend Bill Walton, the Stanley Cup, or a margarita machine on campus.
The Southwest cans of water. I mean really…how cute are these things!
Doug Lawson – our resident “Viv Engineer” who, among other things, studies the movements and behavioral patters of animals (like ants, bees, and herds) and applies that knowledge to algorithms that make our airport operations more intuitive and efficient.
Linda Rutherford – without Linda, there would be no blog and no Emerging Media Team.
License plate frames that say “my other car is a Southwest 737.”
Bob Jordan’s Mustache.
Sitting on a plane and listening to the folks around you talk about how much they love Southwest Airlines.
Amazing people like Bill Owen, Anne Hancock, Brian Lusk, and Carole Adams, who, for me, will always epitomize the Spirit of Southwest.
Dallas Love Field – just 15 minutes from my apartment to the gate.
Lunch at the PR table.
The view from the window seat.
Getting a thumbs’ up from Gary.
Chetto Drafts in the Landing.
James Tibbons and this video.
The Southwest Communications Department – I’ve spent nearly every work day for the past six years with the same group of people. They know me as well or better than anyone, and they have loved me, nonetheless.
My very good friends, who have taken care of me when I was sick, had me at their homes for holidays, allowed me to loaf on their couches when I didn’t have a television or a home, and were on call to bail me out of jail if I were ever arrested.
Bloody Marys on a plane – they’re just better up there.

Much LUV, my friends.

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Five ways airlines can tame Twitter – Jesse Engle of CoTweet shares his expertise

Shashank Nigam — Wed, 11 Nov 2009 09:05:02 +0000

Twitter is the latest rage, and companies are flocking to it in hordes. Half of Fortune 100 companies are already on Twitter. Helping put some order to the chaos is Jesse Engle’s CoTweet – a startup that has caught the eye of big Twitter corporate players like Ford and JetBlue. CoTweet helps frontline staff collaborate in real-time conversations with the customers. And it comes packed with workflow and CRM-type tools.

How can airlines tame Twitter?

Twitter is different when it comes to branding and connecting with your customers. Twitter is all about earning the right to be heard, as opposed to putting a list of people together and sending them an email. And this is why a number of brands struggle with it.

When I met Jesse at the Inbound Marketing Summit in Boston last month, I thought he’d be the best person to talk about how airlines can get on-board this latest craze and actually master it. And he sure obliged to my request.

Watch the full interview (8:30 mins) to hear Jesse explain:

How airlines with little money or resources can get started on Twitter (1:07)
How to set up an initial team to handle Twitter (1:30)
How to listen well on Twitter (1:50)
How many minimum hours per week are needed for managing Twitter (2:10)
How to deal with irrelevant “noise” on Twitter (3:05)
Should an airline’s Twitter profile be personal or corporate? (4:20)
How to scale up Twitter “operations” once they start going well? (5:20)
Why we should talk to Morgan Johnston from JetBlue =p (5:31)
What does a successful Twitter strategy look like? (6:25)
What’re the future opportunities on Twitter (7:28)
If airlines can manage frequent fliers through Twitter (7:57)

So, what do you think about airlines’ efforts on Twitter branding? Do you think Jesse’s suggestions make sense? Let’s discuss in the comments or over on Twitter (@simpliflying)

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How can legacy airlines, airports or hotels make an entry into social media? Start from within

Shashank Nigam — Mon, 02 Nov 2009 04:26:37 +0000

In the past few weeks, I’ve interacted with senior executives leading Marketing/Digital Marketing at a number of legacy airlines. Most of these have hardly made baby steps into social media branding. The biggest hurdle they seem to face is not achieving success in their new initiatives, but proving themselves internally.

And that’s only natural, since most monolithic organizations have more naysayers than doers. And the doers seldom have more clout than the naysayers. So, how to overcome this challenge?

Look within – start from the inside

My suggestion to these executives was to look at the upcoming marketing plans/campaigns. Something that’s already been budgeted for, and would be rolled out in the next three months. Then, work with the marketing team to “social media-fy” that plan. Basically, you’d want to add wings to the campaign through social media. And make sure there’s a way to measure the results (even if qualitative) so that you can measure the before-and-after effect of social media on the initiatives.

This allows you to achieve a few things:

You prove that social media adds value
There’s no need for substantial additional budget to run the SM activities
Working from an already-planned initiative is much easier than proposing brand new (=risky) social media campaign
You can then duplicate this for a couple of other marketing initiatives and then branch out social media gradually
You prove your worth, and get started on the road to becoming a social media rockstar

Once you’ve done this, you can easily embark on the 11 steps I’ve suggested earlier, to quick-start the social media branding strategy at your airline, airport or hotel.

Does that help? Legacy airlines, are you listening?

If you have questions about the process, or would like to seek personal help in making this work, feel free to reach out to me by email: shashank[at]simpliflying[dot]com. Meanwhile, I’d love to hear your thoughts on your efforts in social media in the comments or over on Twitter (@simpliflying)

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