There's no such thing as bad press?
Airlines can't afford to underestimate the power of social media over today's travellers
of people read online reviews before they buy
Source: Global Newswire
of people would pay more for products from a brand with good reviews
Source: Global Newswire
of people have avoided a business with negative online reviews
Source: ReviewTrackers
of people are impacted by business' responses to online reviews
Source: BrightLocal
Word of mouth influence can instantly cause a long-term impact on an airline’s brand
16% of internet users aged 16-64 use Twitter for brand research, and the social platform has increasingly become customer-service focused.
It’s all about maintaining a human approach and responding quickly because 72% of people who complain on Twitter expect a response in under an hour.
Turning around a complaint (in a way that is appropriate for your brand) is a great way to diffuse a situation and make the customer know that your response is personal and that you’re doing everything you can to help.
You can't afford to ignore social media
Using social media monitoring tools and setting alerts for keywords can help airlines respond to disruption in real time and keep customers informed and updated as the situation changes.
The value of this should not be underestimated, with a survey by Gartner showing that companies who ignore support requests on social media see an average churn rate that’s 15% higher than companies who don’t.
