People often use social media to highlight a negative. Jetstar wanted to bring a bit of positivity back to social media, so we created the Jetstar Thank You department. The “Thank You Department” gives us the opportunity to proactively find and shine light on our biggest fans.
The Thank You Department means Jetstar can build positive conversations and brand sentiment while strengthening customer service.
Using Instagram, we track users uploading images hashtagged #jetstar or #jetstaraustralia. A bit of a scroll through their photos means we get a sneak peak into their interests and passions on a personal level. This allows us to buy them a personalised gift and write them a little note before it’s delivered by post to their address – a really unexpected and pleasant surprise in our very digital world.