Airlines in social media – the road ahead. Keynote presentation from #APEX2011

I had the pleasure of presenting at the APEX 2011 Summit in Seattle this week. I was opening the social media Education Track with a presentation that aimed to set the tone for the rest of the day – and worthy speakers to follow. Hence, I focused on the road ahead for social media at airlines.

There were four key themes I highlighted on how social media will impact airlines in the coming months:

  1. The availability of in-flight wifi to 200 million people this year would change customer engagement models
  2. Loyalty programs would evolve to include social loyalty, where virtual actions lead to virtual rewards, like badges, rather than just free flights
  3. Revenue and distribution would adapt to the social graph to skip the GDS, like the Malaysia Airlines Facebook booking app, or Alaska Airline’s FlyingSocial
  4. Customer service will evolve where people expect to do all actions through social media, that they now do over the phone with an airline. Hence our partnership with InterGlobe Technologies to launch a social media call center

Check out these trends and more, in the presentation embedded below (Flash required).


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