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KLM social media manager Karlijn Vogel-Meijer was one of the most enlightening speakers at 2016's Festival of Marketing.
She told the story of KLM's work on social media, including the latest footnote - using AI and bots to enhance the customer journey whilst maintaining a human touch.
Here's a recap..
Okay, it's probably disingenuous to pretend that social media is still something nascent and unproven for brands.
Even with a tricky attribution problem to solve, most brand marketers and advertisers agree it just makes sense to target these large, active and known audiences.
Having said that, some brands 'got' social media a lot quicker than others.
Case studies are always hugely popular on the Econsultancy blog because they act as a valuable source of inspiration for marketers.
In this post I’ll roundup six interesting mobile case studies, some of which perhaps lean more towards being about multichannel marketing.
These have mostly been borrowed from the Econsultancy Case Studies Database, which is packed full of useful examples from a range of brand and industries.
Last week, thousands of marketers attended our Festival of Marketing at the Tobacco Dock in London.
It was a two-day celebration of the modern marketing industry, featuring speakers from brands including LEGO, Marks and Spencer, Coca-Cola, Buzzfeed, KLM and many more industry experts sparking discussions in a unique mix of Q&As, debates, case studies and workshops.
Although it would be impossible to condense one session into a single quote, or even cover every single session in each strand (there were 10 stages featuring approximately 120 sessions plus five keynote speeches), here’s a quick round-up some of the key takeaways from our event.
When trying to improve your digital marketing skills it’s advisable to learn from the best in the business.
In social media that means taking a lesson from KLM, an airline that can achieves €25m in social sales each year.
At Econsultancy’s Festival of Marketing today KLM’s social media manager Karlijn Vogel-Meijer gave an insight into the company’s strategy, which is built around a laser focus on the customer experience.
The talk kicked off with a reminder of a very important rule for social marketers: you’re a guest at someone else’s party.
130 dedicated social customer care employees, social payment for customers, flight attendants supplied taking social enquiries offline, an updating Twitter header displaying average response time.
These are some of the elements of KLM's social customer care that make it world beating.
Let's have a closer look, courtesy of Robertjan Groenveld, social media hub manager at KLM, speaking at Socialbakers' Engage London 2014.
As Random Acts of Kindness week was earlier this month, it got me thinking: is this culture of kindness something that could cross over to how brands behave?
Are they already doing business by doing good? Social media makes it possible for brands to do ‘random’ nice things for customers (or fans or followers).
Is this self-serving? Or is it genuinely the start of something great?
This week shows the holiday spirit of a popular airline and a clothing line in our weekly showcase of The Dachis Group's Social Business Index. Our focus is on two well-known brands – Air France-KLM and H&M - as analyzed by Allison Squires at the Dachis Group.
We'll also take a glimpse at the top twenty brands on the Social Business Index, a real-time ranking of more than 30,000 global brands based on their performance in the social space, to see how the biggest brands in social are faring.