Infinite Path

Social media has, for some time now, been lauded as a fantastic tool for companies of all shapes and sizes to embrace.

It’s commonly recommended as a brand strategy; companies are encouraged to interact with their customers via the medium in order to thank them for positive feedback and work on anything which needs a bit of tweaking.

And, according to London City Airport, the use of social media has quite a significant impact on customer satisfaction.

It claims to have drawn in a loyal customer base which is three times more likely to engage with the hub via Twitter and Facebook, compared to the customers of other airports throughout Europe. The customer satisfaction scores are extremely high – 8.7 out of ten – a record level for the hub and this is said to be mainly down to its use of social media channels.

The airport is always keen to respond to its customers’ queries and concerns and this has led to it attracting a growing army of followers on the medium. It tries to keep its customers up to date and informed at all times, which, unsurprisingly, pleases the travellers who use the travel hub.

Chief commercial officer at London City Matthew Hall said social media has, over the past two years, “transformed the way the airport communicates and interacts with customers”. It really does go to show the impact social media can have on creating a loyal customer base.

In order to really make social media work, you’ll need to be consistent – reply to all of your customers, regardless or whether they’re positive or negative in their feedback. And you also need to do it frequently, it won’t work unless you regularly check and update your pages, ensuring your customers stay interested in your social media offering.