Developing Further Relationship with the Customers through Social Media

Decent Essays
As relationship progresses customers become more profitable as relationship progresses, customers become more profitable (Kotler & Keller, 2006) It is important to have convenient channels to develop current relationship with National Residents who accounted for 50% of the local market share in 2013. It can be built using new media providing customers not only with Information but also education and entertainment. An integrated, two way communication strategies will be ideal as customers will able more engaged and will able to provide their likeness, comment, feedback, repost, follow Sri Lankan Airlines as a part of their lifestyle. It will give airline, opportunity to be top of the mind of the customers when it comes to air travelling and customer relationships can be developed through social media sites and digital communication strategies. Sri Lankan Airlines is already part of many social networking sites such as Facebook, Twitter, Linked In, and Google Plus etc. Airline has also taken part in digital communication sites such as You Tube, Mobile Applications, however Airline has not been used new media to gain maximum benefits in term of developing current relationships. Some recommendations using new media to improve current relationship with the main customer group are discussed below. Social Media -The main advantage of the social media sites, they allow identifying customer preferences and behaviors. Today, it is about how the information is presented to
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