Category Archives: RIMC - Page 2

KLM: Service is Sales

Speaker:

Koen Spiers
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.

  1. Service – service is sales.
  2. Brand & Rep – Brand actions speak louder than tweets.
  3. 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.

Video: Reykjavik Internet Marketing Conference 2013

Video summarizing the 10th annual Reykjavik Internet Marketing Conference 2013.

Some nice links:

http://www.huffingtonpost.com/craig-kanalley/reykjavik-internet-marketing-conference-2013_b_2956855.html

http://yarddigital.com/reykjavik-internet-marketing-conference/

http://www.forbes.com/sites/sap/2013/03/18/content-marketing-what-happens-in-iceland-doesnt-stay-in-iceland/

http://searchenginewatch.com/article/2256622/Winning-the-Search-Social-Game-of-Thrones-QA-With-Bings-Duane-Forrester

http://econsultancy.com/is/blog/62398-northern-lights-on-search-and-social-bing-google-twitter-and-dell-at-rimc13

http://www.holisticsearch.co.uk/2013/03/21/reykjavik-internet-marketing-conference-day-1/

http://www.holisticsearch.co.uk/2013/03/22/reykjavik-internet-marketing-conference-rimc13-day-2/

http://fusionstealth.com/2013/04/reykjavik-internet-marketing-conference-2011/

http://www.stateofsearch.com/event/reykjavik-internet-marketing-conference-2013/

Even more:

The State of Search & Social – #RIMC13

RIMC 2013: Tools of the Trade #RIMC13

The PC is Dead. Long Live Mobile… & the Tablet! #RIMC13

RIMC 2013: Site Architecture the Right Way – Shari Thurow #RIMC13

RIMC 2013: Duane Forrester – First Keynote #RIMC13

Reykjavik Internet Marketing Conference in Asia News Iran

Reykjavik Internet Marketing Conference, RIMC 2012, was in Asia News the leading business paper in Iran.

RIMC 2012 in ASIA News

Microsoft’s Phil Greenwood talks at RIMC 2012

Here’s a video of Phil Greenwood at RIMC 2012.

Matt Neal speaks at RIMC 2012

Matt Neal from Bright Sparx speaks at RIMC 2012.

Charles Dowd speaks at RIMC 2012

Charles Dowd interviewed at RIMC 2012.

Eli Pariser speaks at RIMC 2012

Here’s a brief interview of Eli Pariser conducted earlier today at RIMC 2012.

Interview with Mikkel DeMib in regards of RIMC 2012

Here is a video interview with Mikkel DeMib about his RIMC 2012 involvement.

Iranian blogger Mr. Taster coming over to Iceland to speak at RIMC 2012

Mr. Taster an Iranian food critic is coming over to Iceland to speak at the Reykjavik Internet Marketing Conference, RIMC 2012. He uses Facebook mainly to market his services and what makes his story unique is that Facebook is banned in Iran. Below is a picture he did send me in relation to his trip over.

Mr. Taster goes to Iceland

Rumor has it that Eli Pariser is speaking at RIMC 2012

Rumor has it that Eli Pariser author of “The Filter Bubble” is speaking at the Reykjavik Internet Marketing Conference 2012 – Other speakers include people from the BBC, Microsoft, former head of SEO for the Chicago Tribune, Yahoo! and more. For more information and to monitor progress go to www.rimc.is/en/.

Here you can see Eli Pariser speak at TED.

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