TECH TRENDS
Orla Graham , Insights Consultant at CARMA
must consider authorities , audiences , investors and internal teams when carving out narratives . For example , if social media mentions are rising around a delayed flight or a policy change , this approach allows airlines to assess the broader context – what the sentiment is and what specific issues are being raised . Using this information , comms teams can swiftly deploy tailored messages and adjust their strategy to mitigate reputational risks . that withstands disruptions . Airlines that adopt a proactive , data-driven approach to reputation management can transform audience feedback into actionable improvements , reducing the impact of negative experiences and amplifying the positive .
By blending insights from social media , online and print coverage analysis and audience research airlines can craft a robust communication strategy that extends beyond their immediate customer base . This proactive approach allows them to understand and engage with key audiences , spot issues before they escalate and make informed improvements that resonate with passengers .
Airlines that embrace data-driven reputation management can be one step ahead at a time when it can easily feel like they are five steps back . Using technology to closely monitor how stakeholders feel helps forge stronger connections , paving the way for long-term loyalty in challenging reputational situations . x
IT ’ S NOT JUST ABOUT COLLECTING DATA ; IT ’ S ABOUT INTERPRETING THAT DATA IN A WAY THAT HELPS AIRLINES ANTICIPATE ISSUES AND COMMUNICATE EFFECTIVELY .
Redefining reputation management
Armed with robust data from online articles , social media posts and audience research , airlines can shift from playing defence to a proactive reputation strategy . Rather than waiting for complaints to hit the news cycle , airlines can get ahead of issues and show passengers that they ’ re listening .
A combined data approach empowers airlines to craft and control their narrative in a crowded , competitive industry . Research enables airlines to spot emerging trends , address recurring pain points , and measure the effectiveness of their communication strategies . By spotting trends and addressing common pain points , they can demonstrate a commitment to continuous improvement , building a brand that passengers trust and recommend .
Reconnecting with customers in turbulent times
Protecting reputation isn ’ t just about managing crises – it ’ s about establishing trust and loyalty
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