Over the last two years, KLM made some remarkable steps towards a consumer connected company. The start of their social media efforts was during the ash cloud in 2010, when the company realised an investment in social media was needed to keep in contact with their customers. Since then, they created momentum to build huge followings on twitter and facebook, some remarkable campaigns (e.g. KLM Surprise, Tile and Inspire, LiveReply) and become one of the best in class in travel and social media in general.
During my time at Boondoggle Amsterdam and Boondoggle Leuven as well as InSites Consulting, and, later, as a independent consultant, I was involved in several projects: