As relationship progresses customers become more profitable as relationship progresses, customers become more profitable (Kotler & Keller, 2006)
It is important to have convenient channels to develop current relationship with National Residents who accounted for 50% of the local market share in 2013. It can be built using new media providing customers not only with Information but also education and entertainment. An integrated, two way communication strategies will be ideal as customers will able more engaged and will able to provide their likeness, comment, feedback, repost, follow Sri Lankan Airlines as a part of their lifestyle. It will give airline, opportunity to be top of the mind of ...view middle of the document...
It was destination-related tweets and the airline managed to engage customers and prompted them to learn more about destinations It created Twitter with information about Sri Lankan Airlines destinations and the smart inclusion of a tag with the name of a destination in each tweet ensured that these tweets would appear in all Twitter searches of the town’s name and countries.
LinkedIn LinkedIn is the professional’s social network, connected with more than 277 million members and over 2 million companies in its database. Linked In will establish connectivity for Sri Lankan Airline which will bring leads to the company and company pages in the LinkedIn site are a great source of information. And the feature provided, customers can recommend the airline to their friends and family.
Foursquare Foursquare is about a location based social network site, where people can quickly interact with the environment. It can be used with any mobile devices. Foursquare can be an ideal tool to implement by Sri Lanka Airlines because by listing the airline venue on Foursquare for free automatically open up for many great things such as Airline can claim location on Foursquare, sending updates from the venue, offer passengers with online and offline deals, the passengers can leave feedbacks.
You Tube can provide the customers information, education and entertain at the same time. Sri Lanka Airlines has a page on You Tube however page has not been updated or there are not much content. Airline should engage continually by adding new videos of product and services, about Sri Lanka, Advertisements, and CSR activities. It will create a personalised relationship with their customers and provide them with prior experience before they actually fly. It allows numbers of views , comments,...