In the world of digital social networking, consumers can influence how brands are perceived. Airliners, often besieged with challenges in areas such as service, security, regulations, oil prices, make convenient targets for online critics. While many uncertainties exist in the business of running airliners, one certainty brought about by Web 2.0 is that customer experiences, good and bad, will be reported. That is why Shashank Nigam, CEO of SimpliFlying, an airline brand consultancy, believes that brands within the airline sector need to respond quickly.
Business | Marketing
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Branding for airliners in a Web 2.0 world. (2009). Knowledge@SMU.
Available at: http://ink.library.smu.edu.sg/ksmu/295