Airline customer service now more important than brand awareness on Social Media
In the latest report by SimpliFlying, customer service has overtaken brand awareness to emerge as the top social media priority for 88.5% of airlines executives.
This Airline Social Media Outlook 2016 survey was recently conducted with 166 airline executives from 78 airlines worldwide to get their feedback on the present and the future of Social Media in the industry.
To highlight a few findings from the report:
- Over 76% of airline executives from Marketing department have chosen customer service as top social media priority for 2015-2016.
- There is a disconnect between senior and middle-level airline executives regarding the challenges and potential of social media.
- Dedicated social team model shows the most success in achieving goals, even though distributed team model is more widely used in airlines.