Social Media and the Airline Industry

In a previous post, we showed the approach of KLM Royal Dutch Airlines towards the usage of Social Media to enhance their customer’s experience.

The video below includes an interview with Shashank Nigam, founder of SimpliFlying – a blog on aviation, branding and technology. He discusses the impact of social media on the airline industry and why customers relate better to brands that show a human face with David Rogers, executive director of the Center on Global Brand Leadership, during the 2009 World Brand Congress in Mumbai.

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KLM’s Social Media Surprise

KLM has become a heavy Twitter user. Now they’ve awarded passengers who announced their KLM flight with a little surprise, see also the short movie below. To what extend to you think airlines should use social media to enhance the customer’s experience?

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