KLM: Service is Sales

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Service is Sales: How the customer is always right and how we are often wrong. Over the last 5 years, KLM Royal Dutch Airlineshas built a solid social presence with over 12 million connected consumers; a 130FTE social care department that helps customers whenever and wherever in their own language within 60 minutes, and numerous successful campaigns. Koen Spiers is the Social Commerce Manager and is responsible for KLM’s commercial social media activities. In this presentation he shared KLM’s current social commerce approach, which is -surprisingly enough- more about service than pure sales.

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