gavintkb
Topic Author
Posts: 6
Joined: Tue Jun 14, 2011 11:06 am

Airline Social Media Loyalty Scheme Thesis Survey

Tue Jun 14, 2011 11:22 am

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]
 
B6JFKH81
Posts: 1982
Joined: Thu Mar 16, 2006 6:35 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Thu Jun 16, 2011 11:12 pm

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"
 
signol
Posts: 2652
Joined: Tue Oct 30, 2007 5:18 pm

RE: Airline Social Media Loyalty Scheme Thesis Sur

Fri Jun 17, 2011 7:27 am

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: NWI-AMS-JNB-DUR, JNB-AMS-NWI
 
User avatar
airportugal310
Posts: 3218
Joined: Sun Apr 11, 2004 12:49 pm

RE: Airline Social Media Loyalty Scheme Thesis Sur

Fri Jun 17, 2011 3:34 pm

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
 
AirCanada787
Posts: 255
Joined: Wed Nov 17, 2010 7:56 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Fri Jun 17, 2011 11:59 pm

Done! It was quite interesting.

Good luck!
The mind, like a parachute, functions only when open.
 
TruemanQLD
Posts: 1346
Joined: Sat Feb 24, 2007 1:09 pm

RE: Airline Social Media Loyalty Scheme Thesis Sur

Sat Jun 18, 2011 9:04 am

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)
 
gavintkb
Topic Author
Posts: 6
Joined: Tue Jun 14, 2011 11:06 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Sat Jun 18, 2011 4:26 pm

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.
 
L410Turbolet
Posts: 5455
Joined: Wed May 05, 2004 9:12 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Sat Jun 18, 2011 5:22 pm

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.
 
coachclass
Posts: 354
Joined: Tue Jan 12, 2010 7:59 pm

RE: Airline Social Media Loyalty Scheme Thesis Sur

Sat Jun 18, 2011 6:39 pm

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.
 
gavintkb
Topic Author
Posts: 6
Joined: Tue Jun 14, 2011 11:06 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Sun Jun 19, 2011 9:24 pm

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.
 
goblin211
Posts: 267
Joined: Sun Jun 06, 2010 4:30 pm

RE: Airline Social Media Loyalty Scheme Thesis Sur

Mon Jun 20, 2011 12:46 am

I enjoyed doing this survey. I typically don't do surveys but yours, i must admit was very interesting.
From the airport with love
 
planeguy727
Posts: 1054
Joined: Fri Mar 30, 2007 2:58 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Mon Jun 20, 2011 3:14 am

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...
 
gavintkb
Topic Author
Posts: 6
Joined: Tue Jun 14, 2011 11:06 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Tue Jun 21, 2011 9:59 pm

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!
 
planeguy727
Posts: 1054
Joined: Fri Mar 30, 2007 2:58 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Tue Jun 21, 2011 11:48 pm

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...
 
KingFriday013
Posts: 879
Joined: Fri May 18, 2007 7:56 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Wed Jun 22, 2011 12:35 am

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!
 
gavintkb
Topic Author
Posts: 6
Joined: Tue Jun 14, 2011 11:06 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Wed Jun 22, 2011 2:47 pm

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.
 
bj87
Posts: 188
Joined: Wed Jun 03, 2009 10:26 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Wed Jun 22, 2011 3:24 pm

Done, good survey on an interesting topic.

Will throw a link in the teacher spam circuit here at school. Hopefully some will participate.
 
gavintkb
Topic Author
Posts: 6
Joined: Tue Jun 14, 2011 11:06 am

RE: Airline Social Media Loyalty Scheme Thesis Sur

Sun Jul 03, 2011 2:34 pm

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

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