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Big Brand Theory: KLM Uses Social to Meet Customers Where They Interact

Big Brand Theory: KLM Uses Social to Meet Customers Where They Interact

KLM Royal Dutch Airlines is the poster child for social media customer service. Last year, KLM’s social media manager Karlijn Vogel-Meijer reported that the airline is now generating €25m ($US27.3m) in sales, per year, that they can directly attribute to their social media efforts. That’s no small feat – so how do they do it? I got a chance to speak with Vogel-Meijer to find out just how KLM goes about their social media process.

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