The Airline industry is one that has been at the forefront of adopting and embracing social media as a customer service channel. From check-in to touchdown, airlines passengers are inherently pressed for time. At various points throughout the passenger experience, usually starting 24 hours before takeoff, time sensitive deadlines are signposted for check-in, clearing security, boarding planes and making onward connections. It’s therefore not surprising that many passengers prefer to turn to social for speedy minimal-effort customer service when things start to go wrong with their itineraries.
But what does good look like for the airline industry? And what can other industries learn and apply to their own social customer service strategy? We sat down with Shashank Nigam from SimpliFlying to hear his perspective on how the airline serves the social traveller, plus his predictions for 2016.
For more information on how to assemble a great social customer care team, check out Conversocial’s Definitive Guide to Social Customer Service. You can also request a demo our social customer care platform, trusted by airlines globally to power their social care programs.
Shashank Nigam is a globally sought-after consultant, speaker and thought leader on airline branding and customer engagement strategy. He is the Founder and CEO of SimpliFlying, one of the world s largest aviation marketing firms, having worked with over 70 airlines and airports in the last six years. Nigam is also the youngest winner of the Global Brand Leadership Award and has addressed senior aviation executives globally, from Chile to Abu Dhabi. Nigam s impassioned, straight-shooting and honest perspectives on airline marketing have found their way to over 100 leading media outlets, including the BBC, CNBC, Reuters and Bloomberg, and into leading publications like the Wall Street Journal, New York Times and Airline Business.
Nigam studied Information Systems Management and Business Management at Singapore Management University and Carnegie Mellon University. Hailing from India, he splits his time between Singapore and Ottawa, among other cities. He loves to watch and play Cricket, and is a brand new dad!