Case Study: Spring Airlines Benefits From Social Intelligence

Adoption of social intelligence and social listening is booming in China. As a pioneer of social listening in China's aviation industry, Spring Airlines successfully leveraged social intelligence tools to differentiate its products and services. The airline began by listening to the Sina Weibo social media platform for public relations and brand tracking purposes and then began to use social intelligence tools to drive more actionable business insights. This case study analyzes the social intelligence journey of Spring Airlines and its social operations team and describes what customer insights professionals should do to build up their organization's social intelligence strategy in China.