While at the 2009 World Brand Congress in Mumbai, India, David Rogers had the chance to speak with Shashank Nigam, founder of Simpliflying, about social media and the airline industry.

They discussed the impact of social media on service industries, case studies from the airline industry and why customers can relate better to brands that show a human face.

gsb.columbia.edu/globalbrands
simpliflying.com

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