Few airlines are known to have embraced the latest technologies to connect with their customers – specifically blogs. Southwest’s “Nuts about Southwest” is probably the only prominent blog by an airline that comes to mind.
Malaysia Airlines blog
Now, Malaysia Airlines has opened up and started a blog named “Living Malaysian Hospitality“, or Living MH for short – MH being the airline’s IATA code (nice play on words). Given that Malaysia Airlines is a government-linked company, this is a remarkable effort, and may do wonders for the brand. For a start, the airline has shown some guts in showcasing actual customer letters on the website. They also claim to accept and share both positive and negative feedback. Such transparency is sure to build trust among the customer base.
Moreover, there are about thirty bloggers from across the airline’s divisions who’ve been regularly blogging since April 2008. Reading blog posts with personal perspectives from specific people will allow the customers to connect a face to the brand – which again creates a warm feeling and fosters trust, ultimately leading to brand loyalty.
So kudos to Malaysia Airlines for daring to be different. It is such efforts that ultimately help companies leapfrog the competition, especially when the CEO of AirAsia is known to often comment on blogs.
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