Case Study: How Cathay Pacific revolutionised communication with their cabin crew using tibbr
Cathay Pacific is the international flag carrier of Hong Kong, employing more that 9,000 cabin crew across 8 countries.
Elaine Champion, Manager Cabin Crew Relations & Communications at Cathay Pacific, recently presented a case study about how they discovered an effective way to connect their 10,000+ frontline cabin crew members using enterprise social networking platform, tibbr.
They completely revolutionised the way their staff communicate, going from a bi-weekly corporate newsletter and face-to-face staff conversations to real-time travel alerts, announcements and increased employee engagement. Some of their key use cases included:
- Broadcasting critical updates and travel alerts.
- Going paperless, for information previously communicated through bi-weekly printed material to mailboxes.
- Live streaming of their monthly General Manger’s update, with real-time questions and feedback.
- Gathering rapid feedback on policy changes.
Looking at the awards achieved by Cathay Pacific during 2013, there is no doubt that enterprise social networking is contributing to their success:
- World’s Best Cabin Staff (Skytrax World Airline Awards).
- Airlines Service Award (CAPITAL WEEKLY Service Awards 2013).
- Outstanding Brand Award (Economic Digest “The Outstanding Brand Awards 2013”).
- Multiple award for customer service (Hong Kong Association for Customer Service Excellence).
Need help with developing the business case, implementing or relaunching an Enterprise Social Network? Please contact James Dellow or Anne Bartlett-Bragg at the Ripple Effect Group.