The Top 10 Twitter Initiatives by Airlines

As Twitter celebrates its fifth birthday amidst much fanfare, replete with revelation of details about its early days, we thought it apt to analyze and publish the best Twitter initiatives by airlines. Along with Facebook (on which we did a Top 10 last month), Twitter holds forte as the “go-to” social media platform for most businesses looking to engage their customers.
 
Airlines are no different. A recent infographic, analyzed here on SimpliFlying, showed that more than 180 airlines are now using Twitter. Amidst this melee, however, quite understandably, some airlines have done better than others in understanding and mastering Twitter as a tool for driving business goals. The case-studies included in the following presentation illustrate some outstanding examples of how airlines have driven revenue, engagement, loyalty, crisis management and customer service via Twitter.
 
While Twitter is primarily seen as a fantastic customer service and engagement tool due to the instant, real-time responses that can be sent out to customers, it has also proved remarkably helpful in handling crises.
 
However, with almost every recognizable airline now on Twitter, new challenges have arisen. Airline executives handling social media for their airline should now think about answers to these new challenges:
 

1. Given that most airlines are now on Twitter and trying to address similar customer needs and desires, how do you differentiate your brand activity on Twitter?


2. Have you established any best practices for Twitter use? What is the long-term strategy you have in place for Twitter?

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