The airline and aviation industry has become an important part of modern society, shaping the way humans travel across the world. In recent years, the competition in the airline industry has increased, which has led to many airlines seeing a decline in profitability. This has led to airlines taking several measures to enhance the customer experience in order to gain customer loyalty and grow their customer base. Social media platforms can be used to improve the airline customer experience and below we have mentioned a few ways how it can be done.
Monitor Social Media Space
The first thing airlines can do to improve customer experience through social media is to start social media monitoring. Social media monitoring is not important for airlines only but for any brand that has a presence on social media. Through social media monitoring, airlines can find out about the interests, pain points, and reviews of their customers. They can also see what people are talking about on social media and what their perception is of the brand.
In addition to this, airlines should also monitor the social media space and see how other conversations are taking place between brands and their customers. This will help them understand how conversations work between customers and brands on social media and what they can do to improve their communication with their customers on social media.
Provide Support to Customers on the Platform of Their Choice
Providing effective support to customers on the platform of their choice is important to improve their experience with the brand. In the digital age, customers are in control of which channel they want to use to communicate with the airline. It is up to the customer whether they prefer to reach out through X (Twitter) DMs, Facebook DMs, Live Chat, or through the airline’s website like virgin-atlantic-wifi.com, but airlines must ensure that they provide effective support to customers on the platform or channel of their choice to provide a seamless interaction between the customers and the brand.
Don’t Make the Customers Repeat Themselves
Making customers repeat their problems or issues is another common issue that can lead to a poor customer experience. Customers don’t want to repeat their personal information or the issue they are facing every time they are handed off to a new agent or department. Making customers repeat themselves every time can lead to a poor experience and may even compel customers to go to another brand.
Airlines can fix this by improving collaboration within their departments and ensuring that their social media team collaborates with the technical support team. Whichever the platform may be, the customer information should be readily available to the next agent and the customers should not be forced to repeat their problems.
Adopt a Passenger-First Approach
In the current era, any brand that is focusing on itself rather than customers is not helping itself. Instead of focusing on themselves, airlines should focus on their customers instead and try to help them. Airlines should adopt a passenger-first approach and interact with them in a friendly and personalized way on social media platforms. Listen to their problems and provide them with real-time and accurate information that can help them with the issues they are facing. Go beyond the customer expectations and provide them with social media service along with Wi-Fi connectivity onboard that exceeds their expectations.
Engage with the Audience in Multiple Ways
Engaging with your customers and audience on social media in multiple ways can also help to improve customer experience. There are ways in which you can engage with the audience on social media including asking questions, holding polls, hosting content, posting videos, and providing interactive content. Engaging with the audience in different ways will demonstrate the brand’s commitment to listening to the audience and staying in touch with them.
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