Social Media Manager
KLM Royal Dutch Airlines
Responsible for: – Setting up and managing international online (Social Media) campaigns. – Campaign strategy – Developing new (commercial) campaign concepts – The Integration of Social Media in other online-marketing campaigns – The commercial use of Google+ – Social advertising
Koen has his job because of the Eyjafjallajökull eruption in 2010. The question for KLM was “are we going to respond” as if we did, there’s no turning back. They did respond and answered as many questions as possible.
- Service – service is sales.
- Brand & Rep – Brand actions speak louder than tweets.
- Commerce – Make commerce social by design.
KLM’s challenges geographically.
- 65 countries
- 131 worldwide desitinations
- Over 100 languages
- 25,8000,000 passengers per year
Flying is a huge moment of stress people. More than 100 people working on social media now in over 10 languages. 35,000 interactions per week, 75% of which are through Facebook. They now take away forms and replace with social media interaction. Lost and found team have 3 dedicated employees to retrieve lost objects.
Crew now have an iPad to connect to airports during flights and connects with Salesforce to integrate social inflight.
Reactive – Proactive – Predictive. This process means managing expectations. KLM promise to respond within an hour but with this has to come transparency.
Social Payment is now active within Facebook and Twitter to make things really simple to do something such as an upgrade. This came to 100,000 EUR in payments in the first 2 weeks alone meaning it really works.
Has your brand recently faced drop in number of subscribers on Facebook? Well then, there is a possibility that your brand page is affected by Facebook news algorithm (Facebook’s version of Panda – I am hoping that Facebook calls their updates something cool like the Dragon Update or Black Ninja… etc…). Most of the marketers have been trying to understand this latest news feed update from Facebook and its implications.
What is Facebook News Feed?
News Feed is the center column which gets reflected on user’s profile page. This section shows latest updates, photos, videos, links, likes, app activity from your friends and pages your follow on Facebook. News Feed generally informs about latest information from who all are there in your friends list. Read more »
Here is an infographic we created about Influencing complex sales cycles through content in B2B. This is a very undervalued part of the Marketing efforts of B2B companies. This infographic illustrates the impact different content has on various stakeholders through out the path to conversion.
For a long time now I have been a fan of various forms of motor sports, especially Formula 1. It’s something about the speed and tactical elements that I admire; I like to feed this into my working ethos. But, I mainly enjoy watching F1 on a Sunday, catching-up on some ‘me time’ whilst my kids are occupied with their weekend cartoons.
I admit that F1 is not for everyone, alongside motor sports in general. However, I happened to stumble upon this video currently trending via YouTube that had me in stiches….and everyone else I showed it to for that matter:
Read more »
‘Online public relations’ is a very powerful marketing tool that is being used widely by the majority of online marketers and business owners to influence multiple stakeholders.
But what exactly makes online public relations an effective online marketing tool? How does online press release distribution result in improving a website’s ranking in major search engines?
Online press releases offer amazing visibility to a business, both in B2B and B2C. When a piece of news is published over the web, it is circulated to web portals, news sources and search engines. A business is able to enjoy instant visibility by virtue of submitting its press release at press release submission sites. Read more »
SEMPO just posted on their blog an article about the opportunities in Global Search Engine Marketing and the common mistakes done by International Marketeers around the world. Though 63% of the searches done on Google are in English 70% of the queries generated on search engines across the world are not in English. Underlining the fact that Google is not the only search engine and the opportunity in Global is in understanding the the fact that “Translation is not a matter of words only: it is a matter of making intelligible a whole culture.” (Anthony Burgess) However when we look at most companies search engine marketing practices in global terms, they seem to have missed the obvious.
You can read the full Opportunities in Global Search Engine Marketing here
In the SEO industry today, the problem is not lack of necessary tools, but rather which tools to be used in SEO. The answer is, “nobody can tell you”. And not because these tools are irrelevant but rather because these tools are not made with one size fits all principal. Thank god for that. The range of tools are available because there are a variety of business and within the same type of businesses, there are many approaches one takes towards company strategy, including search engine marketing. Read more »