AIRticulate

Social Media Just a Fad, Huh?

This may not be directly airline-related per se, but the 5.8-magnitude earthquake that struck my native Virginia this afternoon says a lot about the influence of social media.  Facebook said that news of the earthquake appeared on the status of 3 million users by 1:55pm, just four minutes after the quake struck!  Twitter counted 5,500 […]

Cathay Pacific’s “Blending Borders” Campaign: Engaging Customers from Hong Kong to Chicago…

Cathay Pacific has proven to be one of the better airlines over the past few years at engaging customers through online contests. While most airlines scoff at the notion of giving anything away for—gasp!!—free (!!!), Cathay hasn’t been afraid to do this. And of course given the collective time and effort made by contest participants, […]

Why Should I?

As airlines continue to grow into the social media age, there seems to be a common, clumsy mistake that will likely become a major point of contention in this space:  a call to action without a communicated incentive. Halfway through my flight from Washington (IAD) to Seattle last week, I received a special surprise along […]

Hooray, So You’ve Got A Loyalty Program…Now What?

Frequent flyer programs (FFPs) are expensive. With a total value of outstanding miles in the hundreds of billions of dollars, not to mention the operational costs of implementing, managing and promoting the program, the fact that every major carrier has a loyalty program obviously means there isn’t much debate at the executive level that the […]

Customer Engagement Strategy for the Airline Industry

Webdesign