Presentatie webcare alex van leeuwen buzz capture 8 maart
Presentatie webcare tjalling smit klm 8 maart definitief
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2. Social Media at KLM The leverage between brand, care & conversion Type here to add names of the composers (optional) Tjalling Smit
3. Storyline Social Media: from ‘experimental’ start to serious crisis communication channel The need for social media reinforced Strategic approach Social Media within KLM today
9. Storyline Social Media: from ‘experimental’ start to serious crisis communication channel The need for social media reinforced Strategic approach Social Media within KLM today
19. Storyline Social Media: from ‘experimental’ start to serious crisis communication channel The need for social media reinforced Strategic approach Social Media within KLM today
28. 16 dd-mm-2008 Name of presentation - Version 1.01 Challenges webcare & servicing First one-stop shop concept Legacy systems Old media processes and lead times Position Social Media customers versus other groups Technical challenges (case management, monitoring) Etc.
29. dd-mm-2008 Name of presentation - Version 1.01 17 Strategic plan Four phased approach Gain followers From negative to neutral From neutral to ambassador Convert to klm sales
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31. Unless there are focus countries in which other platforms are the standard
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33. dd-mm-2008 Name of presentation - Version 1.01 20 Make their dream come true Surprise them Answers their questions Every customer a VIP Value their opinion Really listen to them Inform them Solve their problems
34. dd-mm-2008 Name of presentation - Version 1.01 21 Challenges Keeping track: measurement Social Media cannot be seen on it’s own Central vs Local Managing our reputation while expanding Social loyalty vs established loyalty Next step:
35. Dank voor uw aandacht! www.onlinetuesday.nl www.meetup.com/onlinetuesday @onlinetuesday