managing expectations

You don’t know what you got till it’s gone. And that starts to be painfully true for web relations. Over the course of the last year, brands conditioned consumers to expect nothing less than Facebook and twitter care, within 24 hours. Somewhat more than a year ago, when I worked at InSites Consulting, we started […]


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The suitcase principle

by Polle on June 11, 2012

Two years ago, when we were running Schiphol airport to surprise consumers during KLM’s KLM Surprise campaign, one twitter user responded to our efforts with the the quote I’ll never forget “@KLM, I love #KLMSurprise … but where is my suitcase?“. And it made total sense. It really is a sticky thought, “@KLM, I love […]