KLM’s social media strategy
I am sure a lot have heard these words in you working environment recently “social media, we need some of that”. The words twitter, LinkedIn, Facebook to those of us of a certain age are a little daunting and yet the “new generation” of younger professionals and not so professional find the social media world “just” part of their daily communication circle.
Social media is transforming the way in which people interact, and the continued proliferation of network-connected devices (smartphones, tablets, etc.) will only further this style of interaction and this blog from KLM (although a year old) follows their story in the use of social media and strategy, from setup, experimentation, exploration through to having social media as part of the business model for KLM.
KLM is somehow 'the' Dutch example in the perfect use of social media to connect with your customer. In a fun, engaging, professional, sales-oriented, customer service kinda way and all on the same channels. You need to be a perfect chameleon to combine all those at the same time.