The Future of Loyalty is Social

A SimpliFlying INFOGRAPHICS The future of loyalty is social 88.3% Based on a study of people who fly at least 5 times a year O 37.7% 71.6% - Frequent fliers are heavy users of social networks Here's where you can find them online 63% Twitter Facebook 35.8% YouTube Linkedin 24.1% TripAdvisor Blogs 23.5% Wikis 17.9% FlickR Frequent Fliers 27% 1 The frequent flier participation ladder * US Adult online 38% consumers CREATOR (publish content) 13% 18% 19% CRITIC (comment and post) 28% 15% COLLECTOR (use RSS or feed readers) 19% JOINERS (publish, comment, share) 54% 33% SPECTATOR (read, watch but don't interact) - Frequent fliers "following" their 1A majority of frequent fliers "like" at least one airline favorite airlines on Twitter are steadily increasing on Facebook 6.3% +11 4% +11 3.7% 6 to 10 5% 6 to 10 24% 1 to 5 53% 1 to 5 66% None 38% None 1 Frequent fliers seek multiple benefits by following airlines on social networks 50% 43.8% 22.2% 37% 14.2% To get the latest info about deals & competitions To stay updated with latest news To get realtime flight updates and To contact the airline To affirm loyalty from the airline announcements to the airline - Factors that encourage frequent fliers to fly a particular airline Degree of influence 10.6% 12.6% Very strong Moderately strong Reading about friends' Deals and promotions on Somewhat Not much experiences Facebook and strong Twitter Not at all 25.6% 23.9% 11.2% 4% 10.6% 8.8% The airline's 15% The ability to Ability to earn points/vouchers through social media sites social media presence (viral, videos, games, etc.) sit next to a frienc some- one with similar interests 29.2% 22.4% %07 - Booking behavior Where do you go BEFORE you book a flight? Where do you actually book a flight? Facebook 0% Facebook 0% Twitter 1% Airline's web 81% Airline's web 45% Travel web 14% Travel web 43% Phone 1% Travel agent D 2.5% Travel agent D 2.5% 1 Assessing the future of loyalty 4 years 30 years old! 191 179 Airlines with Airlines on Twitter loyalty programs 1 Factors that make frequent fliers loyal to a particular airline 26.5% 23% Frequent fliers who would join a social loyalty program 23% ill.L Yes NO 15% 72% 11% 2% (28% Cheapest fare Good customer service Earn frequent flier points Good safety record Onboard Other experience 1 Preferred ways of earning loyatly points via social media 10% Strongly preferred Moderately preferred Somewhat 12% Provide Check-in to locations preferred positive feedback Slightly preferred Not at all about an airline 22.4% 13% 7% 10% 15% Become the airline's 25% Tweet about the airline Contribute to ideas on brand ambassador on social media sites Recommend the airline to a friend the airline's social media %9% page %61 %81 SimpliFlying To view more, visit http://bit.ly/sfinfographics Based on survey by Cranfield University of 200 frequent fliers who fly at least 5 times a year. Survey on SimpliFlying.com. Number of airlines on Twitter from Eezeer.com. Helping airlines engage travelers profitably * Figures for 2007, ladder and descriptions adapted from Forrester's NACTAS Q4 2006 Devices and Access Online Survey. 21.1% 34.2% 15.6% 21.9% 16.8% 26.3% 14.5% 21.4% 18.1% 27.7% 38.1%