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I'm interested to know what a day in the life of a social media marketer in the airline industry is like?

I love social media and if possible, would like to make it my career. Is there a marketing role at airlines that focuses primarily on social? If so, what do you actually do on a day to day basis? #marketing #aviation #airline-industry

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Daniela’s Answer

Hi Nicole,


How Social Media can help the Airline Industry


In the simplest terms, social media is the platform for development and exchange of what is termed as ‘User Generated Content’. Web 2.0 is a space where applications and content are consistently altered by various users by way of collaboration and participation. So it could also be termed as the technological and ideological base on which social media has been developed.


The airline industry is fast adapting social media technology and tools for its growth and development. Social media is being utilized as a mechanism for product marketing, brand development, enhancing customer experience as well as improvising passenger experience.


Below are some of the primary social media objectives for promoting the business of airline companies:



  1. Building relationships and creating greater interaction with customers


With the support of social media, an airline can respond to various customer complaints and requests in much lesser time.



  1. Listening and responding in real time


Social media facilitates a dialogue between the customer and the airlines and allows the airlines to listen to their customers’ needs. It gives them an opportunity to revert back in real-time. This is a great value-addition to an airline’s services.



  1. Building traffic, increasing customer engagement and brand awareness


The industry is focused on getting more and more customers, and online engagement and interactions are therefore considered important ways to build value for all existing and potential customers. Several airlines make use of social media to manage complaints from customers. It is a very important use of social media tools for the airlines industry.


In:https://www.linkedin.com/pulse/how-social-media-can-help-airline-industry-jay-majumdar


I hope this post can help you!!
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Afaf’s Answer

Social media allows people to freely interact with others and offers multiple ways for marketers to reach and engage with consumers. Considering the numerous ways social media affects individuals and businesses alike, in this article, the authors focus on where they believe the future of social media lies when considering marketing-related topics and issues. Drawing on academic research, discussions with industry leaders, and popular discourse, the authors identify nine themes, organized by predicted imminence (i.e., the immediate, near, and far futures), that they believe will meaningfully shape the future of social media through three lenses: consumer, industry, and public policy. Within each theme, the authors describe the digital landscape, present and discuss their predictions, and identify relevant future research directions for academics and practitioners.
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Laura’s Answer

Short answer: Yes there are absolutely dedicated social media roles, just depends on the airlines' budgets and if they consider social media an important marketing tactic. If there is a social media team, a typical day would involve lots of writing and responding to comments, developing new content to post, analyzing and reporting on metrics (e.g. how many comments/shares, % of positive vs. negative comments, etc).

Longer answer: Social media is a core marketing tactic for all types of businesses/industries. It really just depends how much a company is willing to invest (if they find social media valuable, or if they'd prefer to use other marketing tactics). To have a strong social media presence, you need full-time employees to develop the strategy, maintain the brand tone/personality, do creative design and copy writing for the posts, respond to comments, moderate for inappropriate content, etc. Plus you likely need to buy additional software (like Sprinklr) to help monitor posts/comments, schedule posts ahead of time etc. And if all these efforts and expenses to the company don't translate to actual ticket sales or growth, they might choose to invest in other forms of advertising instead.

Laura recommends the following next steps:

Start following airlines on all the social media channels and see what they're up to.
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