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Airline Social Media Loyalty Scheme Thesis Survey  
User currently offlinegavintkb From UK - England, joined Jun 2011, 6 posts, RR: 0
Posted (3 years 5 months 1 week 5 days 15 hours ago) and read 3442 times:

Hi all,

I am currently writing a thesis on how airlines can use social media to drive customer loyalty. It is a fairly new concept in the air transport industry and I would appreciate it if you could complete my survey in order to help me with my research.
The survey should take around 5 - 7mins.

Airline Social Media Loyalty Scheme Survey



Thank you for your help and time.



Gavin

[Edited 2011-06-14 04:23:15]

[Edited 2011-06-14 04:23:36]

[Edited 2011-06-14 04:34:24]

17 replies: All unread, jump to last
 
User currently offlineB6JFKH81 From United States of America, joined Mar 2006, 2900 posts, RR: 7
Reply 1, posted (3 years 5 months 1 week 3 days 3 hours ago) and read 3352 times:

Done! Very interesting topic to do your thesis on! Let us know how it turns out as this is still a fairly new arena for the airlines. Hope you get lots of good info!


"If you do not learn from history, you are doomed to repeat it"
User currently offlinesignol From United Kingdom, joined Oct 2007, 3018 posts, RR: 8
Reply 2, posted (3 years 5 months 1 week 2 days 19 hours ago) and read 3320 times:

Completed. I'm a big fan of airline social media sites, as it was thanks to the Air France Facebook page that I won a competition last year to go to the Abu Dhabi F1  
I'm also impressed by the way a new airline startup, Velvet Sky in South Africa, have used social media, mainly Facebook, to improve their brand awareness and build their business.

signol



Flights booked: none :(
User currently offlineairportugal310 From Tokelau, joined Apr 2004, 3678 posts, RR: 2
Reply 3, posted (3 years 5 months 1 week 2 days 10 hours ago) and read 3300 times:

Done-ski

One thing that came to mind instantly is how jetBlue gives you 100 TB pts for checking in at their official FB terminals. I have racked up somewhere around 600pts by now doing that. Easy!



I sell airplanes and airplane accessories
User currently onlineAirCanada787 From Canada, joined Nov 2010, 286 posts, RR: 0
Reply 4, posted (3 years 5 months 1 week 2 days 2 hours ago) and read 3273 times:

Done! It was quite interesting.

Good luck!



The mind, like a parachute, functions only when open.
User currently offlinetruemanQLD From Australia, joined Feb 2007, 1578 posts, RR: 0
Reply 5, posted (3 years 5 months 1 week 1 day 17 hours ago) and read 3249 times:

Done! If you want an excellent example of airlines using social media you just have to look at QANTAS during the recent volcanic-ash problems. They were brilliant (on Facebook and Twitter)

User currently offlinegavintkb From UK - England, joined Jun 2011, 6 posts, RR: 0
Reply 6, posted (3 years 5 months 1 week 1 day 10 hours ago) and read 3225 times:

Thank you all, I appreciate your help with the survey. It is interesting to see how many people don't actually follow airlines in social media. I should've included an extra question to find out why. It could be because it is still a relatively new media channel, but I shall find out!

Airlines such as JetBlue, bmibaby, Air NZ are beginning to use check-ins to reward their customers. Will be interesting to see how it develops and if more airlines start doing the same, how will they succeed in driving loyalty.


User currently offlineL410Turbolet From Czech Republic, joined May 2004, 5738 posts, RR: 19
Reply 7, posted (3 years 5 months 1 week 1 day 9 hours ago) and read 3221 times:

Quoting gavintkb (Reply 6):
It is interesting to see how many people don't actually follow airlines in social media. I should've included an extra question to find out why.

I am one of those who has a Facebook profile but uses it once in a week at the most and considers it a giant waste of time (sort of like a.net). Would love to see the results of the survey once it's finished, though.


User currently offlineCoachClass From United States of America, joined Jan 2010, 447 posts, RR: 0
Reply 8, posted (3 years 5 months 1 week 1 day 7 hours ago) and read 3213 times:

I think that the Facebook/Twitter phenomena is basically limited to people under 50 or so and tech savvy with the Blackberry, etc. I'm in my 60's and can't see myself joining either. It also seems kinda complicated, and, to a certain extent it takes away everyone's privacy. And, I think you're inundated with so much needless information that it could cause a sensory overload, as they say.

User currently offlinegavintkb From UK - England, joined Jun 2011, 6 posts, RR: 0
Reply 9, posted (3 years 5 months 1 week 5 hours ago) and read 3165 times:

Thanks for your feedback L410Turbolet and CoachClass.

I agree with both of you and to be honest the results are leaning towards that. Facebook is the most popular platform, however as you suggested a lot of people have it but are not active on it.

A good point with the tech savvy people suggestion too, also there is definitely a larger audience who only spectate compared to the ones who contribute and critic. I will be getting in touch with airline marketing/social media departments to find out their thoughts, how successful their campaigns have been and whether they have received the results they were hoping to achieve.

I guess at the end of the day, social media is typically a more enhanced version of a website, it is another media channel and it is there to supplement the existing media channels that airline use rather than becoming the primary media channel.


User currently offlinegoblin211 From United States of America, joined Jun 2010, 1209 posts, RR: 0
Reply 10, posted (3 years 5 months 1 week 1 hour ago) and read 3150 times:

I enjoyed doing this survey. I typically don't do surveys but yours, i must admit was very interesting.


From the airport with love
User currently offlineplaneguy727 From United States of America, joined Mar 2007, 1251 posts, RR: 1
Reply 11, posted (3 years 5 months 6 days 23 hours ago) and read 3143 times:

Done. In my work we interact with social media a great deal.

Would you like us to ask others to complete the survey to increase your response rate?



I want to live in an old and converted 727...
User currently offlinegavintkb From UK - England, joined Jun 2011, 6 posts, RR: 0
Reply 12, posted (3 years 5 months 5 days 4 hours ago) and read 3096 times:

Thank you goblin211, I'm glad you gave it a go and enjoyed it  

Hi planeguy727, I would really appreciate it if you can pass it on to others. I currently have about 125 respondents and more will be great! Thank you!


User currently offlineplaneguy727 From United States of America, joined Mar 2007, 1251 posts, RR: 1
Reply 13, posted (3 years 5 months 5 days 2 hours ago) and read 3086 times:

Sent to a bunch of people - hope a decent number participate

[Edited 2011-06-21 17:10:22]


I want to live in an old and converted 727...
User currently offlineKingFriday013 From United States of America, joined May 2007, 1300 posts, RR: 10
Reply 14, posted (3 years 5 months 5 days 1 hour ago) and read 3067 times:

Just finished it too. You brought up some pretty interesting things, like the possibility of being seated with people who share similar interests or lifestyles. Although it could end up turning into a fight for a window seat 

-J.



Tho' I've belted you an' flayed you, By the livin' Gawd that made you, You're a better man than I am, Gunga Din!
User currently offlinegavintkb From UK - England, joined Jun 2011, 6 posts, RR: 0
Reply 15, posted (3 years 5 months 4 days 11 hours ago) and read 3050 times:

Quoting planeguy727 (Reply 13):
Sent to a bunch of people - hope a decent number participate

Thank you, I did see a few more responses come in and I will leave the survey online until Sunday  
Quoting KingFriday013 (Reply 14):

Just finished it too. You brought up some pretty interesting things, like the possibility of being seated with people who share similar interests or lifestyles. Although it could end up turning into a fight for a window seat 

-J.

If you're interested, there is a website that has started this idea, although I haven't quite figured it out yet! search for "satisfly" in google.


User currently offlinebj87 From Netherlands, joined Jun 2009, 448 posts, RR: 0
Reply 16, posted (3 years 5 months 4 days 11 hours ago) and read 3047 times:

Done, good survey on an interesting topic.

Will throw a link in the teacher spam circuit here at school. Hopefully some will participate.


User currently offlinegavintkb From UK - England, joined Jun 2011, 6 posts, RR: 0
Reply 17, posted (3 years 4 months 3 weeks 2 days 11 hours ago) and read 2905 times:

Thank you all for your responses. The survey is now closed. Appreciate all your help!

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