More often than not, airlines are looking to social media and its multiple access points: smartphones, tablets, seatback IFE, phablets, kiosks, laptops, and even desktops to impact the customer experience throughout the travel ribbon. The secret to delivering omnichannel loyalty is engaging the traveler at each touchpoint– meaning prior to booking a flight, throughout the ticketing process, during the actual flight, upon destination and then rebooking. The more a traveler is engaged via these touchpoints and throughout their travel experience in a seamless, unobtrusive manner, the better the odds that loyalty will ensue.
Interested in stats and fun facts about the world of online traveling? Check out this cool info graphic!