Transforming into a social business is quite a challenge. KLM receives 14,000 messages every week, of which 10,000 messages via Twitter and 4,000 via Facebook. And it is expected that these numbers will only grow. At the end of January, KLM reached its 1 millionth fan on Facebook. That is not only a great number – it is 3rd worldwide in the aviation industry -, it is especially special because the figures regarding engagement seem to show that KLM is indeed becoming social. 1 in 10 (10%) KLM fans have interacted with KLM, which is a very high percentage. It is therefore not surprising that KLM has set up a Social Media Hub, where 40 FTEs are continuously working on direction, production and service via social media. KLM announced today that it will also offer service in Spanish via social media. In addition, the company is considering service in Japanese due to the many questions in that language.
Meet & Seat: Tense expectations
Expectations were high, after reports about KLM's new service Meet & Seat leaked bahamas phone number list earlier this year; a service that allows passengers to use social media to determine which fellow passenger they will sit next to. CNN, Fox News and many others already reported on it. Some were positive, others critical (in connection with privacy). It was nice to hear today that when Meet & Seat still had to be developed, all that reporting helped in the reflection. People asked themselves: is what we are doing logical, does it make sense and how was it discussed? Furthermore, KLM was keen to emphasise that the product was developed in collaboration, co-creation with customers. Incidentally, a number of these customers were also invited to the launch today; truly social and a first for KLM.