Every single day in North America there are 28,537 commercial flights according to the National Air Traffic Controllers Association, the airline industry has a lot of fierce competition and there are 2 companies that stand out: American Airlines which has the largest fleet with 994 airplanes and Delta Airlines with the most enplaned passengers with 164.6 million travelers in 2013. Both airlines offer similar products, prices and experiences, which make them very competitive, so how are they trying to increase their customer’s satisfaction and market share?
One of the tools they are using is social media, which has a very active role in both companies and they have a strong social strategy in order to have a direct and closer communication and hear the feedback from their end customers and both have a strong presence as shown below, where you can see a comparison on their 5 main social media channels as of 4/14/2014:
Customers are engaged and there is a lot of activity on their media channels, these companies are taking social media very seriously as Jonathan Pierce, Director Social Communications of American Airlines, stated on an interview by David Howell on September 2013:
“We listen every minute of every day to what our customers are telling us, and that helps shape the content we create, the issue resolution we provide, and the loyalty we work hard to earn and retain.”.
Delta is not falling behind and they are having a very good and positive feedback of their customer interactions as can be seen on this link.
American Airlines is slightly ahead and has more social media presence but there is not a clear winner everything is matter of perception and personal preference, both companies are trying to explode as much as possible these tools to listen, help and be closer to their customers.