Dutch news agency ANP today mentions some remarkable quotes from Bram Gräber, MD of KLM Netherlands.
The article states that in the future, a large part of customer contact will lead through social media such as Twitter and Facebook. Since a few days, customers can expect answers from KLM on questions or comments they post on one of the known network sites.
"During the ashcloud we learned in a few days a lot more about social media, than in the months before".
"It's a rich source of information about the customer and the customer will receive an instant answer"
As soon that I red about this on the NU app, I instantly thought why they wouldn't take FT in consideration. Here I get answers out of experience, sometimes on KL CS, I don't get an answer at all!!! But indeed, during the ashcloud I checked it out and there were many questions and answers. Via PM's, KL solved personal problems.
So where does that leave those of us who don't do Twitter or Facebook?
Somewhere between the end of the Neolithic Age and the begnning of the Bronze Age.
But seriously, social networking sites, including FT, should not entirely replace proper and traditional customer service (albeit KLM may be lacking). But social networking is a good, easy and cheap way to get a message out very quickly and effectively.
I know NS Hispeed (Dutch railways) use twitter actively to answer questions from customers. In times of massive delays or strikes this can be very helpful, also because the 1:1 answers are most of the time applicable for many other travellers as well.