Airlines are using their customer communication channels to attempt to reassure people about the safety of flying and make clear the changes they have made amid the ongoing coronavirus pandemic.
Brands that avoid generic messages about staying at home, togetherness or looking to the future with optimism are more likely to resonate with consumers during the pandemic.
As British Airways celebrates its 100th anniversary, it is facing poor rankings, striking staff and irritable consumers but to secure the brand’s future it needs to stop focusing on the past and invest in the future.
The campaign, ‘Made by Britain’, aims to “ignite” British Airway’s emotional link with the flying public as the airline kicks off its centenary celebrations.
Carolina Martinoli has been named British Airways’ director of brand and customer experience, replacing Troy Warfield who left earlier this month.
The airline says it plans to appoint a successor for Warfield, who was only in the role for 18 months, “in due course”.
The IT outage that impacted thousands of flights is hitting consumer perceptions of the airline brand.
With the value of the British pound continuing to slide post-Brexit, there are fears for the stability of major brands from sectors including banking and retail.
Brands are increasingly including customer experience in CMO’s remit as the 24/7 nature of consumer interactions means marketers must be responsible for every touch point, from stores to apps, not just the marketing campaign or social media strategy.
BA has appointed Avis marketer Troy Warfield as its new director of customer experience as it continues to reshape its marketing team.
British Airways has knocked Visa from the number one position in the annual top 20 Business Superbrands rankings as it also extends its consumer brand dominance.