Why Is Social Media Marketing Important for Airlines in General?

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Why is Social Media Marketing Important to Airlines in General? Social media is important because the emergence of user-generated content via social media influences how people view airlines. According to eMarketer report nearly one in four people used social media in 2013. The number of social network users is expected to grow to 2.55 billion by 2017. (7) The airline industry is the second most socially devoted industry. On Facebook, it is ranked only slightly below telecom industry. Social media is playing an increasing important role in airlines’ daily operations.(6) As it continues to grow, airlines must have a strong social presence and engage with their audience and customers. Through monitoring social media and with the help of online reputation management tools, the business can know: what is being said about it, who is saying it, when they're talking - researching purchases, point of purchase, post-sale, where they're talking -social networks, blogs, forums, review sites, how they're saying it - on your website or theirs, by device, on-the-go versus mobile, and why. (8) There are several reasons why social media is vital for the airline industry. As shown previously, social media has become a part of everyone’s life and it is something that influences their daily life. Social media has played a big role with how people interact with each other and it is something that is not going away anytime soon. Another reason is thousands of customers take complaints and other issues to social media everyday and are much more likely to use social media versus call the airline. (5) In order to stay ahead and ensure the right message is getting out, the airlines must engage with social media. For a real world example, consider musician Dave Carroll, who allegedly looked out the window of a United Airlines plane and saw baggage handlers tossing his $3,500 Taylor guitar

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