Running an airline is tough. Faced with a daunting array of hard costs, the air travel industry is competitive and challenging. But some airlines are able to break through and excel, and there is one key area where an advantage can be gained in this $66 billion business: customer service.
Airlines Improve On-Time Arrivals for Information
A handful of airlines are implementing Enterprise Social Networks (ESN) to improve collaboration, especially when it comes to real-time information flow with regard to unexpected flight changes and customer feedback.
By equipping their employees—especially flight crews—with mobile-enabled ESN, these airlines are empowering their people to improve the customer experience. Whether it’s giving fliers more accurate updates with regard to changes, or more effective relaying of customer feedback to corporate.
In addition to customer benefits, a real-time collaboration platform allows crew members to stay in touch with each other across the miles and time zones, building a stronger sense of teamwork—and from a corporate perspective, better alignment with the brand.
Read more about implementing Enterprise Social Networks on the TIBCO tibbr blog.