Lithium Technologies: Social Media Introduces New Challenges For Airlines

Lithium Technologies GM Asia Pacific Andrew Sandes, explores how social media channels introduce new challenges for airlines. These include: extreme customer expectations; unpredictable and high volumes and noise during one off and crisis events and; a high risk/reward ratio for customer management. Mr Sandes discusses how crises can produce volume surges in social media postings, and how Lithium can assist with dealing with this.