Virgin America has become one of the fastest airlines to fully embraced technology and completely integrate itself in social media. Virgin has totally utilized new technologies like high-tech entertainment units, WiFi and on-board servers making them leaders of their field. The airline uses social media channels to respond to in-flight tweets, re-booking customers who post about missing flights and provides updates on flight schedules via text, email, Facebook and Twitter. Virgin has found social media to be a valuable tool that engages fans and guests to build customer loyalty while greatly improving guest services. They use these media tools to reach out to customers when a flight is canceled due to storms and have been able to connect with people via Twitter and re-accommodate them.
These channels have not only proven to be beneficial for customer service but also fiscally. Virgin promoted a sale on Twitter called "Fly Forward, Give Back" and as a result, it helped become the companies fifth-most successful day ever in terms of ticket sales. Virgin America is a great example of how a company can use social media to profit while improving its customer service and image.
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