You would think after all the recent airline viral videos related to overbooking and ongoing complaints about seat room and extra fees that airline industry customer satisfaction scores would be at new lows. And you’d be wrong. They are actually at record highs… that is according to J.D. Powers from their 2017 annual North American Airline Satisfaction Study. This is the thirteenth year for the study and airline customer satisfaction scores have never been higher. The study explains why, but you’ll need to read this article from NPR to learn why. The key point we want to note is that a few very visible crises don’t change long term perception of customer satisfaction, if customers feel you are improving your service.
Goldman & Associates Blog
Airline Customer Satisfaction at New High
Surprising Tech Trends Among Seniors
Yesterday we posted about a new Pew Research Center study on tech adoption by seniors. There were a few surprised in the results that we want to highlight today. These include early tech adoption and video gaming by seniors. Most people would assume that seniors are not early adopters of new tech, but the research shows that roughly one are. In addition, one in four older Americans are online gamers, though the research doesn’t indicate whether the types of games they play are the same as those played by young gamers.
Tech Adoption by Seniors Expands
Older Americans, 65 and older, are catching up with the rest of the population when it comes to tech adoption. A recent study by Pew Research Center shows that many more seniors are using smartphones, social media and broadband internet. However, the statistics draw a clear line between those older Americans who are better educated, wealthier and are at the younger end of the aging spectrum. This is the subgroup that is rapidly changing the statistics for all seniors using tech. Still, there continues to be barriers to adoption even in this group. For example, tech set-up is of great concern to even these adopters. The extensive and detailed analysis of the research can be found here.
Will Virtual Reality Remake Hollywood?
U.S.News thinks it will. The publication cites an IDC Research analysis that the worldwide virtual reality market will grow from $5.2 billion in 2016 to $162 billion in 2020. U.S.News speculates that it won’t be the big studios that will be making the move to VR first. It will most likely come from young entrepreneurs producing content for the gaming industry and then moving into mainstream movies. However, we question whether the consumer investment in virtual reality equipment will drop rapidly enough to make VR a prime means of viewing and whether home viewing will lead the way. Our thought to speed the transformation is theater companies could essentially rent virtual reality equipment for each movie showing while still providing the same food and drink amenities. This might leave Hollywood’s heavy hitters in place
A Dubious Honor for Instagram
It’s the worst social media app for the mental health of young people, with Snapchat not far behind … the story from CNN.
Making the Most of Social Media Analytics
Tips on understanding social media analytics … they come from Adweek.
Use of Random Sampling in Research
Pew Research Center has a great video that explains random sampling and how a survey of 1000 people can provide details on what the whole United States is thinking. It is an effort by the organization to more effectively communicate how research techniques, developed over many years, can very accurately determine statistical details. For those who have never taken a statistics class, it is a very good introduction on how this form of research works.
Social Media and Weddings
It should be no surprise that social media has become the driving influence behind weddings. A hundred years ago weddings were a prominent part of the society page of the local newspaper. Today, our connections to social circles have only expanded and become more refined. Social media sites start their involvement with weddings before there is even an engagement. Adweek has provided an article and infographic that examine the many social media aspects of a wedding.
The Wild West of Live-Streaming
BBC Business has an article titled, “Is live streaming your life good for business or dangerous?” It is a provocative question and one that really needs to be thought through. People see live-streaming as a potential income stream, but letting strangers know where you are all the time could create serious problems. Live-streaming has no boundaries and has led to shaming and bullying. Worse, murders and suicides have been shown as they occur. This is an area of society and business that has no rules, and eventually … probably should.
Executive Decision Making and Ethics
Public relations pearls of wisdom can be found in unusual places across the Internet. Daily Herd Management, a farming publication, has an excellent advice column titled, “The Ethics of Decision Making”, by B. Lynn Gordon, South Dakota State University Extension. It reminds us that executives who make decisions on ethical values will choose the correct course of action. Ethical decision making isn’t always easy, but it is respected by employees, stockholders and customers. Of even more importance, it makes a hard choice easier to live with and generally stops a potential public relations crisis before it happens. The column is well worth reading.