Hong Kong Airlines: Turning a social media crisis into a soaring success

A social media crisis can hit at any time. How you handle it, proves your mettle as a marketer.

This case study looks at how Hong Kong Airlines handled a pricing crisis, and turned it into a PR win.

With effective social listening, they could:

  • Detect and react to the issue within hours.

  • Compare how their competitor British Airways handled a similar issue (spoiler: not very well).

  • Create more customer conversations, with a 4,900% increase in engagement.

Learn more about crisis management.

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