Client: T’Way Air
Branch: Travel / Airline
Case type: Owned Social Touchpoint System
The Digiverse layer connects: Media, Message, Experience, Relationship
Related services: Social Management, Owned Media Standardization, Customer Journey Touchpoint Readiness
Project Summary
Digiverse is helping T’Way Air standardize its fanpage into a trusted, owned social touchpoint capable of supporting the entire journey, from awareness and consideration to booking and service interaction.
Business Context
For an airline brand, a fanpage is more than just a place to post updates. It’s one of the first touchpoints where customers find information, check credibility, follow announcements, ask questions, and get closer to booking tickets.
In this context, social presence needs to be designed as part of the customer journey, rather than just a content posting channel.
The Touchpoint Challenge
T’Way Air needs a fanpage with greater consistency in brand identity, clearer communication roles, and better preparedness for future digital activities.
The challenge isn’t just managing a fanpage, but transforming it into a touchpoint that can support communication, paid media, booking navigation, and customer interaction.
Digiverse System Lens
Digiverse approaches fanpages as the first layer of owned media in its awareness – consideration – booking journey.
Instead of viewing social management as a disconnected operational activity, Digiverse places fan pages within a broader growth ecosystem: where Media, Message, Experience, and Relationship need to be connected to help customers move from awareness to action more easily.
What Digiverse Connected
Media
The fanpage is standardized as an owned media touchpoint, ready to become a destination for paid media, social content, and future communication activities.
Message
Brand identity, cover/profile visuals, and presentation are consistent to create a clearer, more professional, and trustworthy impression.
Experience
Social media is optimized to help users stay informed, interact with brands, and navigate their service exploration journey more effectively.
Relationship
The fanpage is being prepared as a platform to support customer interaction, customer service, and booking-related actions in subsequent stages.
What We Delivered
Digiverse standardized T’Way Air’s social media presence, optimized brand identity elements on the fan page, clarified the role of social media in the customer journey, and prepared this channel as a unified destination for paid media, content, and customer interaction activities.
Value Created
The project helps the fanpage become more operationally ready, more consistent in its brand identity, and clearer in its role of supporting the customer journey.
The main value lies not only in making the fan page look more professional, but in bridging the gap between communication and service-related actions, from information updates to booking navigation and customer interaction.
Why It Matters
A privately owned social media channel shouldn’t just function as a brand bulletin board. When designed correctly, it can become a crucial touchpoint in the digital ecosystem: where customers discover, consider, ask questions, and are guided to take the next action.
Key Takeaway
Social management creates more value when designed as part of the customer journey, not as a standalone posting channel.
Related Solutions
Brand-to-Demand Growth
Customer Growth & CRM
O2O Growth Ecosystem
