great thing about Facebook is that,
if you grow your fan base, you
can communicate with thousands
at one time. In the end, we want
our customers to know that we
genuinely care about their airport
experience. They feel connected to
us, and we feel connected to them.
Smart airports will pay close attention to their Facebook page and
will engage with more customers
Although its reach isn’t as sig-
nificant, Twitter also continues to
offer an excellent communication
conduit to customers and other
stakeholders such as the news media. Many of the
same general Facebook outcomes and strategies
can be applied to airport Twitter accounts, too.
Passengers post their most immediate thoughts
and impressions on Twitter, all day, every day. Let
the conversation go on without your input, at your
peril. Commit to responding as quickly as possible.
Thank your customers. Delight them. You’ll be
glad you did.
2. MOBILE IS GETTING BIGGER AND
BIGGER. Without a doubt, this is the next big
thing for airports. Mobile communication tablets,
smartphones, laptops, ipods and other similar
devices are sighted as often as luggage and neck
pillows at airports across the world. When considering the millennial generation especially, no other
form of communication is more important than
the mobile device. According to data collected by
location-based ad network Ji Wire, millennials own
an average of 2.4 Internet-connected devices and
use them to make purchases, play games, check-in
and stay connected to those who matter most to
them on social networks.
have its own
taken at the