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7
TEAM STRUCTURES
PRIORITIES
BUT ALL OF THIS REQUIRES GREATER
PRIORITIES AND CHALLENGES VARY FROMREGION TO REGION
DEDICATED TEAMS ARE MOST LIKELY TO BE RECOMMENDED BYPEERS AS SHOWN BY THEIR POSITIVE NET PROMOTER SCORE (NPS)
Dedicated team structure has become the most prevalent form of organising social media teams
13% 12%37%
63%50%
25%
8%
CUSTOMER SERVICE IS THE NUMBER ONE PRIORITY FORAIRLINES IN 2016/17
2016 2015
2016 2015
UNLIKE THE PAST, THIS YEAR EVEN SENIOR MANAGEMENT NAMED CUSTOMER SERVICE AS
THEIR TOP PRIORITY
SENIOR MANAGEMENT ARE LOOKING TO ALIGN SOCIAL MEDIA BETTER WITH OPERATIONS
52%60%
29%
20%
0%
10%
0%
30%
HumanResources
FinancialResources
TechnologicalResources
Align withoperations
Other
29%
19%?
More resources19%Better
technology
19%
Better training10%
Restructuremy team
5%
BUDGET
THERE IS GREATER EXPECTATIONS OF BUDGETS GOING UP THIS YEAR THAN LAST YEAR.
CHANCES OFBUDGET INCREASE
Likely Not Likely/ Can’t say
40.00%
59.62%
THERE IS A DIFFERENCE BETWEEN AIRLINES’ PRIORITY FOR BUDGET ALLOCATION AND THAT OF EMPLOYEES
WHERE THE BUDGETS ARE CURRENTLY GOING
$$$ WHERE AIRLINESTAFF WANT IT TO GO
$$$
IncreasedAdvertising
TeamTraining
BetterTechnology
90airlines
140participants
6continents
Making Airlines Remarkable
2016 2015
STRATEGIC FOCUS CHALLENGES
Align social media with operations
Drive greater resources into social media
Acquire better technology and tools
Better training for employees
Restructuring the social media team
Insufficient allocation of resources
Lack of tools and software
Lack of senior management’s support
Inflexible team structure
Lack of training for staff
MIDDLE EAST Top strategic focus 2016/17:
Top challenges:
APACTop strategic focus 2016/17:
Top challenges:
SOUTH AMERICA Top strategic focus 2016/17:
Top challenges:
AFRICA Top strategic focus 2016/17:
Top challenges:
External Agency
External Agency
2016 2015
Dedicated teams
Dedicated teamsDistributedteams
Distributedteams
-49%-29%
Loyalty12%
7%
Customerservice
41%32%
Ancillaryrevenues
15%4%
CrisisManagement
6%13%
Branding26%
43%
Ancillaryrevenues
BrandingCustomerservice
Loyalty
49%
21%
18%
23%
39%
20%
41.67%
58.33%
Websitewww.simpliflying.com
Twitter@simpliflying
Facebookhttps://www.facebook.com/simpliflying
Linkedinhttp://lnked.in/simpliflying
NORTH AMERICA Top strategic focus 2016/17:
Top challenges:
EUROPETop strategic focus 2016/17:
Top challenges:
