How can low cost airlines drive customer engagement using social media initiatives? Speaking at our 2012 World Low Cost Airlines Congress Christian Kamhaug former Head of Social Media for SAS (Scandinavian Airlines) discussed how they are listening to, engaging with and involving their customers by using social media to build lasting relationships and boost their image and drive traffic to the website.
SAS has been somewhat of a leader in this area amongst European airlines in the last couple of years, they have been a member of Facebook since 2009 and were the first airline to ever crowd source a destination. This involved Facebook members actually suggesting destinations and then SAS would hold a vote from a shortlist of the top 10. By letting the public decide they created a buzz about all the new destinations and shows that they are an airline that listens, engages and involves their customers.
Another great idea for them was a competition they launched called "Design our cups" which is pretty self explanatory, they received 750 different designs in one week and more than 8000 votes. The winner received 100,000 Eurobonus points and their design on 3million cups!
This kind of open approach really pushes customer engagement to new levels and makes the customer feel part of the brand, you can download the full presentation by clicking here>
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