Social media has allowed individuals to communicate with other individuals, often in real-time. Conversations that are written down and can be visible by anyone who wants to see it. Google helps us find information online, including conversations, more easily.
Part of the reason I’m in this business is because I get bored without consistent challenges and I have a passion for travel. Social media changes daily. If I get complacent, our business won’t survive. This forces our entire team to be consistently learning and innovating.
I am currently sitting on an AirTran plane across the USA with onboard wifi. I unfortunately have to admit that having wifi makes me happy (its the little things…). Welcome to the future.
The job description of flight attendants just got a whole lot more complicated. Now, in addition to keeping us safe and not spilling drinks when it gets bumpy, they’re also a live support desk and computer technician rolled into one. They’ll get questions about different computers and browsers and all kinds of problems that aren’t necessarily related to wifi.
The (good) airlines will also be adapting their PR and crisis-response strategies to become even more real-time. Offering a new service (wifi) is a great selling point. Making sure it works is essential. Training staff on the new product is exceptional service. Giving consumers access to social communication while they’re actually experiencing your service is cutting edge engagement!
Allowing your customers to talk about your product service while they’re actually experiencing it is amazing empowerment. You’re giving up more of your brand but you’re gaining loyalty in return by making your customers feel part of that brand. It’s also risky. You’d better make sure your product is up to scratch, you have systems in place to listen to what customers are saying and your staff are trained on how to respond.
When we’re sitting on a plane with not much to do, and have our computer on, that’s really dangerous for the airlines. I could make a video, edit and upload it right now. All while I’m sitting in your seat and looking for things to occupy my time. How far can this go?
Think of all of the implications. I could be planning my trip and booking my hotel right now – last minute travel arrangements will surely increase. I’m spending 8 hours online today that I wouldn’t have been able to do last year – tech savvy people who can afford to fly will spend more time online. If I’m traveling for business, I’m not cut off while I’m in the air – up goes employee productivity.
Does this mean that flight attendants should start monitoring the conversation on Twitter to see what’s being said on their flight?
[...] had so many more ideas since my first quick blog about the implications of internet access onboard planes that I thought I’d brainstorm some [...]
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