Is there a correlation between success and social customer service?

Elisabeth Bitsch-ChristensenSenior Market Analyst - Dataföreningen

@echristensen42 - www.echristensen42.com

“The airline industry is hampered by slim profit margins, forcing carriers to focus on both cost reduction and revenue growth through better customer interactions.”PWC Strategy& 2016

Source: Datasift

Extract of Twitter data from 2013

between requests

and response = % engagement

AA 2013 overall CX rating 660

AA 2016 overall CX rating 693 (increase of 33 pts)

In 2013 KLM was best and BA worst among respondents to the Social Airlines Survey

SAS has a personal and constructive social media response style

On Facebook SAS normally responds within 2-3 minutes on any direct question.

Social media more or less saved SAS in Nov 2012 when it was threatened by bankruptcy and customers were concerned to book flights.

Source: http://simpliflying.com/2016/regional-differences-in-airline-social-media-strategy/

Earnings Growth Before Interest and Taxes

KLM/Air France 16.3%Qatar 15 % British Airways 8.5 %Lufthansa Group 3 % American Airlines 2.5%Scandinavian 2.2%

Embarked Passengers/year Growth

KLM/Air France 644 %Qatar 76 % British Airways 785 %Lufthansa Group 368 % American Airlines 345 %Scandinavian -31 %