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Rescooped by Os Ishmael from Business in a Social Media World
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KLM Knows Its Social Media ROI

While many marketers confess to still being stumped when it comes to measuring social media's return on investment, at least one major brand seems to feel pretty confident about it: KLM Royal Dutch
Airlines, the flagship carrier of the Netherlands, long a standout for its forward-thinking social media strategy.

Via Cendrine Marrouat - cendrinemarrouat.com
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Cendrine Marrouat - cendrinemarrouat.com's curator insight, February 24, 2015 2:03 AM


It's not a secret that KLM is one the best social companies in the world. Here is an article that proves it once again. 


MediaPost's Erik Sass writes about two interesting ideas the team has experimented with: 


- "the company’s social media channels function as their own e-commerce channels, so customers can actually convert while still on the social platforms."


The result? According to KLM social media hub manager Gert Wim ter Haar, the company makes €100,000 every week from that platform alone.


- "after noticing a high volume of customer complaints on social media about how long it was taking to claim lost property, the airline began sending teams to check planes and return lost items immediately after landing -- then promoted the new service with a video on social media."


Fascinating, don't you think?


Read the article at http://www.mediapost.com/publications/article/243887/klm-knows-its-social-media-roi.html 


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Cendrine Marrouat

Rescooped by Os Ishmael from digital marketing strategy
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“Embracing Feedback”: Advice on Social Care from KLM

“Embracing Feedback”: Advice on Social Care from KLM | Digital Brand Marketing | Scoop.it
Another story from a leader in social customer care, like others you may have heard from our ENGAGE conference last week. Check out our exclusive interview below!

Via Cendrine Marrouat - cendrinemarrouat.com, malek
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Cendrine Marrouat - cendrinemarrouat.com's curator insight, November 29, 2013 12:41 AM

 

Have you checked out KLM’s Twitter account lately? If not, go take a look at their banner ((https://twitter.com/KLM). You will find something really neat: the average expected response time for customer care. And it is updated every 5 minutes!

 

The company has rocked the customer service area for almost three years because it understands that there is no business without customers. The social media team gets the job done 24/7 on Twitter and Facebook, and fully embraces monitoring.

 

My favorite part of the interview is when Gert Wim, one of the managers of the team, talks about embracing negative feedback: “Look at it as a chance to be allied with the customers.”

malek's curator insight, November 29, 2013 8:47 AM

A great example of best practice in customer service