Social Listening "Alaska Airlines"

    The brand you select is Alaska Airlines. People think that it has good service, that the staff is very attentive, that they have non-stop flights. I was very interested in the brand's advertising because I found it interesting and many people sometimes think that their offers or promotions and services are exaggerated from what they really are, I think it is like in everything, each person has a different opinion and I think that many most of the time people demand more than they want to pay.

    Alaska Airlines' value proposition is to offer the most nonstop destinations on the West Coast of any airline and have the number one market share on the West Coast. As a result, they are making significant investments in products, services, and networks to become the West Coast's airline of choice.

    One of the specific things that people think about is the service, they say it is very good, even in emergencies, others think that they should have flights to other parts of the world, like Rome or Naples. Still, they also have doubts and questions, for example: what is needed to travel with a pet or if they need to obtain a passport for a 3-month-old baby, among others. In addition, they also had bad comments due to delays or cancellations.

    Alaska Airlines is promoting its service on direct flights throughout the West Coast with more than 125 destinations.

    Marketing efforts are all about expanding the gracious hospitality you've come to expect from Alaska Airlines, they've reinvented the way you fly with fresh touches added throughout your trip to make it a relaxing revelation. Enjoy free movies and TV shows on your own device. Most Alaska Airlines aircraft offer satellite Wi-Fi access, which is 20 times faster than the standard air-to-ground system. The Alaska team is committed to creating an airline that people love.

    They are also trying to attract people with the "Mileage Plan" membership that allows frequent travelers to earn miles every time they fly with Alaska Airlines, this means that customers can redeem those miles for award travel and enjoy all the benefits of being a loyal Alaska Airlines customer.

    The marketing challenge Alaska Airlines faces is competition with other airlines, on social media, because it is difficult to keep all customers satisfied.

    Concerning customer opinions about what they thought of the airline, the company responded but only to customers who appreciated its services and were happy to fly in Alaska, because to customers who had complaints or bad comments, the airline has yet to answer. I think it was a good decision to avoid commenting on bad comments because this way you can avoid confrontations on social networks and at the same time avoid making the problem worse.

    Personally, if I were the manager, I would also respond to bad comments with a simple apology and I would also investigate customer comments more thoroughly to know if my staff is trained or to know how to improve it, but if the customer is right, offer a discount for your next flight.

    In this task, I learned that it is very difficult to satisfy the needs of customers and even more so when they are too demanding, but it is also a different way of looking for more ways to attract more people with different needs but with the same objective; What is? to consume the same product or service.