Airlines: The Future of Loyalty is Social
Thursday, September 29, 2011 at 6:01AM
Randy in airplane, consumer, corporations, research, social, social media, travel

 

SimpliFlying has done some great research on how frequent travelers use social media.  The Future of Loyalty is Social infographic summarizes some of the key findings from the research.

To dig deeper, we partnered with Cranfield University in the UK to conduct a study on how frequent travelers (who travel at least five times a year) use social media. And here are some highlights of what we found:

  1. There are more airlines on Twitter than there are airlines with frequent flyer programs (191 vs 179)
  2. Almost 90% of frequent flyers use Facebook regularly, and over 65% “Like” at least one airline on Facebook
  3. To frequent fliers cheapest fare is the least significant loyalty factor among customer service, earning loyalty points and onboard experience
  4. 72% of frequent fliers would join a social loyalty program
  5. Over 65% of frequent fliers would like to earn social loyalty points via check-ins or by contributing ideas to an airline’s Facebook page.
  6. Over 80% of frequent fliers would like to earn social loyalty points by recommending the airline to a friend or providing positive feedback.

In the infographic below, we have summarized the findings of the study, and will soon release a detailed presentation of these findings too. Special thanks to Gavin Tan and Prof. Keith Mason from Cranfield University for their tremendous help with this study.

 

The simple, isotype-style illustrations are immediately recognizable since they are so similar to the figures used in airports and airline signage.  I think the Frequent Flier Participation Ladder is some fantastic data, and should have been more prominent in the design.

A handful of things I would have changed about the design:

Some great research data, and an infographic was a great way to publicize it.  They were very thankful to the professors at Cranfield University for their help with the research, but I wish they had credited a designer.  Was this done by someone inside SimpliFlying?

Found on MediaBistro

Article originally appeared on Cool Infographics (http://coolinfographics.com/).
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