Tracking Word Of Mouse On Twitter

Running head: TRACKING WORD OF MOUSE ON TWITTER 1

Tracking Word of Mouse on Twitter

Name

Institution

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Tracking Word of Mouse on Twitter

Introduction

Qatar Airways exists as one of the most reputable airline business entity that has

survived the scare of wreckage in the competitive and volatile airline industry. The volatility

comes from the fact that in most cases the industry suffers from negative a view, which ends

up denting the image and consequently the reputation of the country. Regarding the need to

having a tracking system of the various positive and negative reviews, the company has

averted the rampant cases of air mishaps, terrorism threats, and many other issues. The report

therefore gives a comprehensive outlook on the twitter content regarding Qatar Airways with

focus on the Word of Mouse reviews concerning the sales, the quality of customer services.

Other aspects such as the company's image, reputation, and social initiatives that the

clientele can enjoy may also form a subject of consideration to this effect. Since the report

involves an 8-week report, the paper would give critical findings of the news got from

Twitter and its effects on the company's operations. From the findings, the group may then

embark on mitigating the problems as they seek to increase the prospects of the company in

the competitive airline industry. The main areas of analysis will have six critical areas

namely: consumers, products/services, technology, location/markets and the concern for

survival and the profitability of the company.

Qatar Airways' Hospitality

The prevalent reviews from a whopping 90% of the customers and reviewers of the

company's services via Twitter showed the company's committed to reliable and friendly

hospitality. Firstly, the airline boasts of over 40,000 workers who show discipline and focus,

committed to serving the clientele with the traditional Qatar mode of hospitality. The

company recognizes the fact that their workforce constitutes one of their prime competitive

advantage over the same players in the industry. For all the employees with Qatar Airways,

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the company orients them into believing that the second corporate value in the company

expects them to serve the interests of the customer as an extension of the traditional Qatar

hospitality. The assertions from another perspective of the of the word of mouse pointed to

the fact that the flight attendants always go out of their way to listen to every detail of the

customers' needs. From the findings, the company seeks to drive the value of their hospitality

services through excellence since the company has not only enabled this culture but also tries

to enact a constant trademark for this service. In fact, through its excellence in according

services to its clientele, the company won the overall title for the best airline in the world in

2015. Despite these positive reviews, these positive reviews have still given the airline an

opportunity of becoming more powerful and having an enriching impact for the entire

customer who has made Qatar Airways their choice when traveling

Efficiency

The company has exuded many cultural advantages where the turning point has held

on the need for the company to maintain an edge on other elements that emit uniqueness to

Qatar. The strategy has since found a definition in need for earning and keeping the loyalty of

customers hence enabling the company to run an efficient operations and management

system. Consequently, having customer an increased customer loyalty would help in running

an efficient operation that in turn maximise a higher Return on Investment for other

shareholders in the company. Suffice to say; the company has lived up to the expectations of

the clientele where it has minimized the cost of its operations in a bid to maximizing its

returns. It means, the measure of efficiency for the airline has pointed to the fact that

departures have become prompt, as 92% of scheduled departures have proceeded within 15

minutes after the time. Since the 2016 report gave the best finding ever in the last decade, the

hub operation has focussed its operational efficiency in achieving these results as the clientele

remain the ultimate measure of convenience.

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Network Strategy: Increasing the Number of Destinations

The general outcry of a section of the client has always pointed to the fact these

efficient services provided by the airline company have never reached certain destinations

around the globe. The company responded to this need through the introduction of 13 new

more and new routes in fiscal 2016. A further 150 destinations have experienced expansion

across Europe, Africa, and the Middle East. Some of these destinations have Durban,

Faisalabad, Los Angeles, Multan, Nagpur, Sialkot, Sydney, Boston, Zanzibar, and

Birmingham. Another concern to network strategy acknowledged over Twitter has also

placed the use of the Qatar Shuttle that flew between the destination of Doha and Dubai. The

customers have also wanted the pilot project extended to other high profile destinations.

The clamor therefore shows the call for improvement of connectivity between these

destinations with the super-fast Qatar shuttles. From 2015-2017, the company has heeded to

call on its customers to customize their service responsiveness to the various needs of

customers in transit through the busy and trafficked corridors. It also becomes worth noting

that the company's network strategy still maintains relevance through the addition of cities

relevant to the customers' catchment areas. These areas mostly point to areas where

customers show familiarity with commercial links that may show some under-serviceability

yet can prove viable as travel destinations.

Qatar Airways Corporate Social Responsibility (CSR) Probability

Through their twitter handle, most customers have also put the airline to task

concerning their corporate social responsibility programs. The concerns have mostly

questioned about the distribution of these projects or initiatives, the biases in them, and the

amount of money that the company allocates to these projects. In the findings of the special

projects that the company participates in, one clear thing, concerning this issue have

identified more than 50 running projects launched in the last fiscal year. These projects

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revolve around healthcare, sports, and education as the major pointers of CSR activities that

have elevated the reputation and the public image of the company. On the education sector,

the company boasts of the ‘Educate a Child Programme' that seeks to reduce the high levels

of illiteracy around the world. It mostly centers on the provision of education to children who

no access to education through denial by the parents or guardians. The company has since

signed the UNESCO Basic Education Memorandum of Understanding (MoU). Through this,

the company has ensured that millions of children out of school due to inaccessibility of

educational opportunities get back to school. On the healthcare sector, it has continued to

support the Children Brain Tumor Foundation (CBTF), an organization that seeks to improve

the health of children suffering from this condition through research and advocacy. Qatar

Airways supports the CBTF through the contribution of the annual benefits that they organize

through raising funds.

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