Navigating the skies of consumer sentiment
One tweet can make or break your brand’s reputation. For one of the world’s largest airline brands, success meant more than transporting passengers efficiently. It was about anticipating their expectations, addressing their frustrations, and shaping exceptional experiences in real time with social media intelligence.
The airline did not have a systematic process to monitor competitor moves and gauge consumer attitudes in a meaningful way. While customers posted their experiences online—positive and negative—the brand required greater insight into nascent trends, service shortfalls, and changing customer expectations. Without actionable and data-driven insights, they were flying blind.
That’s when they turned to Netscribes.
Using data intelligence to carve a competitive edge
Netscribes created an in-real-time social media intelligence platform that was intended to monitor customer opinion, competitor action, and market trends on digital channels. Analyzing millions of discussions, we identified what mattered most to travelers—from complaints regarding cancellations and delays to issues surrounding baggage care and price transparency.
This insight enabled the airline to respond swiftly. Through competitive benchmarking, they recognized service gaps, optimized their marketing strategy, and initiated proactive customer engagement. Instead of responding to problems, they were now pre-empting them.
Social media intelligence not only provided them with a better picture of their competitive position but also enabled them to rethink their customer satisfaction strategy in a digital-first world.
Social media intelligence creating impact that speaks for itself
Our data-driven approach to decode customers systematically rendered transformative results:
- Social media negative sentiment decreased within two months, with a notable decline in delays being mentioned.
- A drop in complaints on channels being tracked, as it improved proactive engagement.
- Improved marketing campaigns, fueled by data-driven insights into travel habits and trends.
- Competitive positioning is improved, with real-time intelligence informing strategic decisions.
By converting fragmented discussions into organized insights, Netscribes enabled the airline to leverage social media intelligence as a business asset.
Take your strategy to new heights with social media intelligence
Airline success isn’t merely about smooth flights—it’s about knowing customers before they take off. At Netscribes, we harness our social media and competitive intelligence solutions to enable brands to decipher consumer opinion, monitor competitor actions, and optimize their service strategies with certainty.
Download the complete case study to learn how data-driven intelligence transformed a top airline’s competitive strategy.
