What the $15 Billion Virtual Goods Market Can Teach Airlines and Hotels

As I chatted with my friend in Europe well into the night last night on my iPhone, I accidentally stumbled into the “store” of the LINE app I was using to conduct the chat. With the click of a button, I could buy entire volumes of cutesy “stickers” featuring some cartoon-like character that I could […]

Airbus Air Transport Seminar China: Presentation in Granada, Spain; 20 October 2011

I’ve posted my presentation from Airbus’ Air Transport Seminar for Chinese carriers, which took place today at the M.A. Nazaries Hotel in Granada, Spain. This is a general overview of the state of social media in the airline industry, focusing on how social media has changed the traveler lifecycle and how airlines can better engage […]

Customer Engagement Strategy for the Airline Industry