Presentation focusing how airline companies can leverage social media to engage with passengers, generate revenue and innovation. The presentation is focused on the middle east but the concepts pretty much apply all over the world.

1. PAX
CONNECTING PEOPLE
THROUGH SOCIAL MEDIA
Pedro Waengertner
pedro@conectt.com.br
@pedrowm

2. AGENDA
• Social Media and Internet Today
• What drives results?
• The opportunities in the Airline Business

3. WHAT IS HAPPENING TODAY?

4. MIDDLE EAST
LAST YEAR
E-COMMERCE
GREW 300%
MOST COUNTRIES
SOCIAL MEDIA
WITH OVER 40% OR DRIVING
50% INTERNET SOCIAL CHANGE
PENETRATION

5. SENSE OF EMPOWERMENT...
“Social media played a role in empowering me to influence change in my
community/country (% of respondents)”
Source: Arab Social Media Report

6. GUESS WHO
RULES ON
MIDDLE EASTERN
SOCIAL MEDIA?
Source: Bayt

7. Startup Scene driving innovation
It all started with...

8. WHAT´S NEXT?

9. WHAT IF WE COULD CHECK-IN ON FACES,
INSTEAD OF PLACES?

10. Where are we now? REAL
BUSINESS
ASSET
INTEGRATING
WITH
INTERNAL
BACKOFFICE
MEASURING
AND
CONTROLLING
TRYING TO
FIGURE OUT
WHAT WORKS

11. WHAT ABOUT THE PAX?
ALWAYS CONNECTED
SOCIAL MEDIA SAVVY
DEMANDS SERVICE RIGHT NOW
BHOD
DOESN´T DIFERENTIATE BUSINESS CHANNELS

12. PASSENGER LIFE CYCLE
PLANNING BOOKING TRAVELING SHARING
CONSIDER EVALUATE BUY EXPERIENCE ADVOCATE BOND
CONSUMER BUYING PROCESS
Inspired by: Simpliflying

13. OPPORTUNITIES IN THE AIRLINE BUSINESS
CUSTOMER
PROMOTION
SERVICE
ANCILLARY
INNOVATION
REVENUE

14. FIRST JUST LISTEN
PLANNING BOOKING TRAVELING SHARING

15. IT´S A MARATHON
Percentage of managers who believe
52% social software is important or somewhat
important to their business today
Percentage of managers who believe
86% social software will be important or
somewhat important to their business in
three years.

16. FOCUS ON THE LONG TERM...
OR GO CRAZY!!
They Love You One Day, Hate You The Next
Source: Fastcompany

17. PROMOTION

18. PROMOTION- THOUSANDS OF
OPPORTUNITIES
Airport Social
On-Plane Social Checkin
entertainment Conversations

19. PROMOTION: KLM SURPRISE

20. CUSTOMER SERVICE

22. CUSTOMER SERVICE-AA
In 6 minutes...

23. CUSTOMER SERVICE- CITYJET

24. ANCILLARY REVENUE

25. ANCILLARY REVENUE
In each stage, there are several opportunities:
PLANNING BOOKING TRAVELING SHARING
• Social booking
• Social seating
• Social loyalty programs

26. ANCILLARY REVENUES- SOCIAL BOOKING

27. INNOVATION

28. INNOVATION OPPORTUNITIES
30% of consumers say they
interact with corporate social sites to
submit ideas for new product/services

29. IDEA GENERATION – QUALITY HUNTERS

30. YOUR SOCIAL MEDIA STRATEGY
SHOW ME
MEASURE RESULTS AND SCALE
THE MONEY!
THINK LIKE A
EXPERIMENT STARTUP
FIND
DEFINE REAL BUSINESS GOALS
OPPORTUNITIES
WORK ON YOUR SOCIAL ENGAGE WITH YOUR
PRESENCE AUDIENCE
START LISTENING MONITOR
CONVERSATIONS

31. THANK YOU VERY MUCH!
Pedro Waengertner
pedro@conectt.com.br
@pedrowm