WestJet Social Listening
The company that I selected was WestJet. It's Canada's second-largest airline and won the Travelers Choice Award in 2017, 2018, and 2019. This company gained my interest because of how popular and affordable it is to fly with. It flies to over 110 destinations worldwide and has over 18,000 reviews.
WestJet's value proposition is being affordable for everyone while also rising to whatever challenge is in front of them. They are focused on making sure their customers are taken care of and that everyone has a great flight.
For the most part, it seems WestJet has very positive reviews. One comment said, "WestJet has the best lounge experience in Calgary. The staff is so friendly, and the service is fantastic". Then I replied, "That sounds wonderful". Another comment also said, "Love the YYC Elevation Lounge". I replied, "That does seem very cool". Lastly, one bad comment stated, "Why do you allow your flight attendants to treat your passengers so awful". I then replied, "That doesn't sound very good". WestJet did a fairly decent job responding to comments both good and bad to engage with their customers.
In their Instagram posts, they show a lot of different places you could go using their airline. It seems to work pretty well because then you're curious about that place and they show some of the different things you could do while you're there. They also post picks of the inside of their plan to show off different seating options and how nice their seating is. Some marketing challenges could be that it's hard to stand out. All planes are supposed to be nice and get from one place to another, so they have to show that they also have great customer service along with other things they offer.
On a good chunk of posts, WestJet did actually manage to respond. They handled good comments differently than bad comments and overall did a good job letting their customers express themselves. I think this was definitely a good thing.
If I were the brand manager, I would do the same thing but show more of the places our customers could go through us. This would be good for sparking the idea of vacation to the viewer and it's a cheap way to advertise.
I learned how much social media affects businesses. It can help a business get feedback and expose their company to all sorts of viewers from different kinds of backgrounds. If I had a business, social media would be a big target to get more clients.
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