Social CRM in the airline industry: Engaging the digital natives

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Social media has found its way into most businesses as a tool to push sales. However, its potential to create long-term customer loyalty has not been fully exploited. In industries characterized by fierce competition, customer loyalty is key for sustainable success. How can companies attract future consumers? Born in the digital age, digital natives are powerful experts of social media and will dominate businesses. By focusing and building on insights from the aviation industry, this book develops an approach to use social media in a way that engages the digital natives in long-term customer relationship management (CRM). (Series: Internet Economics / Internetokonomie - Vol. 7)