Why does KLM think that Customer Service is the most important application of social media How does KLM determine which social media platforms to use Explain the reasoning behind KLMs dont be afraid to fail philosophy KLMs one stop shop model probably increases the time a social agent spends responding to a customers inquiry Why does the company use this approach Many airlines have yet to embrace the use of social media like KLM What challenges do you think other airlines face when making the transition to using social media Source Compiled from Baer and Brown (n d ), ter Haar (2015), Koetsier (2015), Simson (2015), Azfar (2016), Hutchinson (2016), KLM (2016), Talkwalker com (2017)

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Question: Why does KLM think that Customer Service is the most important application of social media? How does KLM determine which social media platforms to use?

Why does KLM think that Customer Service is the most important application of social media?
How does KLM determine which social media platforms to use?
Explain the reasoning behind KLMs . . . dont be afraid to fail philosophy.
KLMs one-stop shop model probably increases the time a social agent spends responding to a customers inquiry. Why does the company use this approach?
Many airlines have yet to embrace the use of social media like KLM. What challenges do you think other airlines face when making the transition to using social media?

Source: Compiled from Baer and Brown (n.d.), ter Haar (2015), Koetsier (2015), Simson (2015), Azfar (2016), Hutchinson (2016), KLM (2016), Talkwalker.com (2017).

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