Here are all of the posts tagged ‘KLM’.
What’s particularly interesting is that social customer care is clearly becoming an increasingly important priority for brands across the board, with brands increasing their response rate by 143% in the past 12 months.
According to the SocialBakers team, airlines top the ‘socially devoted’ brand rankings, with KLM taking top honours for Q2 2013.
Interestingly, alcohol and automotive brands sit at the bottom of the list by response rate with 38.2% and 37.8% respectively, barely achieving half the overall brand score average of 62%.
Despite the overall improvements though, the question remains as to whether brands will shift the majority of their customer support spend into social channels, and move away from the painfully unpersonalised “for English, press 1” approach that has dominated customer service over the past few decades.
Here are those numbers in more detail:
Tudou partners with Sina Weibo for seamless video-sharing
Chinese video-sharing site Tudou has introduced an enhanced video-sharing platform that will allow Sina Weibo users to upload and share videos seamlessly to and from Tudou’s website, and enable users to sync comments and discussions on both platforms. Tudou stands to benefit greatly from Sina Weibo’s 250 million registered users, especially since all Sina Weibo users that are not already Tudou members will be signed up automatically once they share content between both sites. This is an interesting development considering that many brands on Sina Weibo have chosen to establish a branded channel on Youku as it is the largest video-sharing platform, and the videos that remain on their Sina Weibo branded homepages are hosted on Youku.
Most popular video website by country
AppAppeal has mapped out the most popular video websites across the world, and YouTube has almost taken over the world except for two countries – China and South Korea. As illustrated by the map below, Youku is the most popular website in China, ahead of its rival Tudou which has just partnered with Sina Weibo to offer a more seamless video-sharing experience. Catering to China’s 400 million online video viewers, Youku has 25.6% of the online video market in China, while Tudou has captured 14.5%. Interestingly enough, Tudou is the most popular video website in South Korea, and is ranked 4th most popular website in the country, even though it is only available in the Chinese language.
China will have 712 million mobile users by 2015
iResearch estimates that there were 338 million mobile subscribers in China by the end of 2011, and this figure would more than double to 712 million by 2015.
How brands in US and Japan embrace Twitter
An interesting study by Associate Professor Adam Acar and his students at Kobe City University of Foreign Studies discovered that although Japan has more active Twitter users than US, Japanese brands aren’t exactly capitalising on netizens’ penchant for microblogging, and are behind their American counterparts in terms of Twitter adoption. Only 60% of top Japanese brands have a Twitter account, compared to an astounding 95% of American brands, and only 41% of these brands on Twitter have tweeted in the past week, compared to 86% of American brands.
American brands also appear to be more adept at communicating with their consumers, as 78% will refer to another user by their Twitter handle, compared to 28% of Japanese brands. 31% try engaging consumers by asking questions, compared to 5% of Japanese brands.
Of course, Acar did qualify this disparity to Japan’s “culture of reservation, formality, harmony and risk avoidance”. Even so, we expect to see Japanese brands adapt to keep pace with Japan’s evolving social culture.
Facebook Files for IPO; Reveals $1 Billion in 2011 Profit
Facebook’s IPO filing this week has revealed:
- Facebook’s total ad revenue in 2011: $3.15 billion
- Share of revenue attributed to advertising: 83%
- Share of revenue that was advertising at the beginning of 2010: 99%
- Percentage of sales in the U.S.: 56%
- Amount of revenue sourced from Zynga: 12%
- Facebook 2011 profit: $1 billion
- Revenue generated from virtual goods: $557 million
- Global monthly active users: 845 million
- Daily likes and comments: 2.7 billion
- Likely Facebook market valuation: $75 to $100 billion
- Mr. Zuckerberg’s ownership stake: 28.2%
- Mr. Zuckerberg’s voting power: 56.9%
Agencies: 89% Facebook, 39% Twitter, 18% Google+
There is no doubt that Facebook will play the dominant role in 2012. 89% of agencies plan to utilize the medium for their clients in the future, with 39% using Twitter, 36% wanting YouTube and 21% choosing Linkedin, and a surprisingly high 18% for Google+.
Social networking more addictive than cigarettes or alcohol
A new study suggests that social networking services such as Facebook and Twitter are more addictive than cigarettes or alcohol. It even claims that sleep and sex may pose as stronger urges, but people are more likely to succumb to yearnings to use social and other media. The results will soon be published in the journal Psychological Science. We’ll keep you posted.
Facebook ‘likely to roll out mobile ads in weeks’
Given recent IPO filing admitting it was weak on mobile advertising, its unsurprising that its plan is to bring out mobile ads within the next couple of weeks in order to generate advertising revenues. January 2012 saw featured stories within users’ news feeds for the first time so it makes sense that mobile ads would be the next logical step forward. In December it claimed to have 425 million monthly active users using its mobile products, which is around half of its total monthly active users, and 21% growth from September’s 300 million figure.
Facebook groups get Timeline-like cover photos
Facebook groups now have cover photos which are consistent with the Timeline design – you have the options to change the cover photo but the group wall has been kept the same.
Corporate blogging declines as newer tools rule
A study on the usage of social media in Inc. 500 corporations shows fewer of them are using blogging, message/bulletin boards, online video, podcasting and MySpace and more are using Facebook, Twitter, LinkedIn, YouTube and Foursquare.
The platform most utilized by the Inc. 500 is Facebook, with 74% of companies using it. Virtually tied at 73% is the adoption of the professional network, LinkedIn. The use of corporate blogs dropped to 37% from 50% in 2010, as this mature tool evolves into other forms or is replaced by communication through Facebook or Twitter.
Social media tools are seen as important for company goals. 90% of responding executives report that social media tools are important for brand awareness and company reputation. 88% see these tools as important for generating web traffic while 81% find them important for lead generation. 73% say that social media tools are important for customer support programs.
Twitter opens enhanced profile page beta trial to UK brands
Twitter last week launched enhanced beta trials of profile pages to certain UK brands, with Asda, Sky, EA Sports Fifa and Cadbury the first brands given the opportunity to try out live brand pages.
Twitter and LinkedIn’s revenues: an update
With the release of Facebook’s detailed figures, it worth comparing them to those of LinkedIn and Twitter. Where Facebook made $3,150,000,000, Twitter managed a poultry $139,500,000 – over 20 times less:
LinkedIn fared little better with $154,600,000:
Google+ passes 100 million users
Paul Allen has been doing his usual research into Google+ user figures, and according to him, the site has grown by more than 10% between January 19th and February 1st, passing 100 million users. If these growth rates continues, marketers will be unable to ignore Google+.
Pinterest drives incredible referral traffic
According to Shareaholic, Pinterest drives more referral traffic than Google Plus, YouTube and LinkedIn combined, and is also showing impressive growth month-on-month:
Superbowl hits record for Tweets per second
Last night’s Superbowl broke a record for the most Tweets per second (TPS) for a sporting event. According to Twitter, the average TPS was 10,000, with the peak hit at 12,333 TPS. The way records like these keep on falling, we can only speculate what, say, the 2014 World Cup final will be like.
Something useful from Foursquare!
The Superbowl also produced something useful from Foursquare – many Americans order pizza for their Superbowl parties, and if they checked in on Foursquare, they got $5 off their order, providing they paid via American Express.
KLM launch ‘Meet and Seat’
KLM have launched Meet and Seat, a new social way of flying. Essentially, when checking in online, customers can link up their social profiles, so fellow passengers can see their interests and what they look like and choose to sit next to them accordingly. Clever.
KLM reach a million fans, release video
In more KLM news, they recently reached a million Facebook fans – and celebrated with a video from many of their staff members saying thanks. It’s really simple but it’s, er, taken off quite well.
Heineken launches Facebook app as part of wider Valentine’s push
Beer brand Heineken have launched a Facebook app as part of a wider push to make the brand appeal to younger men. The ‘Serenade’ app lets fans send one of 640 songs in 20 languages as a date invite to their Valentine. To determine what song is sent using the Serenade app, participants must answer five questions including, “who they would like to take on a date” and “why their chosen date should step out with them”. Ten out of ten.
Another hashtag campaign gone wrong
RIM, the makers of BlackBerry launched a social media campaign last week around a squad of cartoon characters called the Bold Team, together with the hashtag #BeBold. Just like the McDonalds fail of a few weeks ago, the negative sentiment towards RIM was taken up by the masses, with the hashtag abused to (somewhat) amusing effect…
Toyota spams Twitter around the Superbowl
The year is 2012. 2012, remember that. Because if in 2008 Toyota’s fail around this weekend’s Superbowl might have been forgivable, it’s not now. Essentially, they spammed everyone tweeting on hashtags around the Superbowl with tweets about winning a car. Before suspending the accounts when The Next Web pointed out how bad it was. And it really was very, very bad.
Facebook users’ views up in lights in Times Square
Meanwhile, on the other side of the pond, with the 2012 US Presidential Election now just months away, a new Facebook app has been launched which tracks users emotions towards certain issues and put thems up in lights. The app, called 2012 Matters: What Matters Most will poll users, with questions in their news feeds asking them which of two issues matters more — say, the economy or the environment. When a user answers the question, the result will show up on that user’s personal news feed and on friends’ news feeds. The friends also will be prompted to take the poll.
Once the app is installed, they can rank the three issues that are most important to them and opt in to having the results, including their Facebook profile photos, broadcast on the Reuters billboards, including in Times Square.
How social media habits differ between men and women
This infographic by uSamp shows that there is a clear gap between men and women’s willingness to share information online. While women are more willing to disclose their name, they are not as keen to share personal information such as their email addresses, physical addresses, locations, and phone numbers. Women are also less willing to share brands they like, with 75.8% claiming that they would as opposed to 79% of men surveyed who would.
It’s our last Tuesday TuneUp for the year, and we hope that everyone will have a marvellous Christmas, even amidst faulty public transportation and dreary weather.
Heineken launch social Christmas tree, a Christmas memory game – and hire We Are Social
Heineken have launched a Facebook campaign where fans can send a Merry Christmas message to 16 friends in a sendable graphic. These messages will then come alive on a real tree in Singapore.
In China, Heineken is challenging beer lovers with a Christmas memory game based off their global TV spot ‘The Entrance’. ‘Discover the Entrance’ is an interactive campaign on China’s second-biggest video website Tudou, where participants will be challenged to remember the characters from the TV commercial, and stand to win a one-night stay in a five-star hotel.
In even more exciting news, Heineken have hired We Are Social to work on Bulmers and Jacques, two of their cider brands.
Most engaging brands on social media in China
According to R3’s on-going En-spire study, Taobao is the most engaging digital brand in China, with more than 70% of respondents voting it as their favourite shopping portal. For other brands, sports giant Nike leads in terms of engagement at 13.2%, followed by Lenovo with 10.8% and Coca-Cola at 8.7%. The En-spire study noted that Lenovo in particular has been enhancing its Weibo presence and impact. It currently has 179,904 followers on its Sina Weibo account.
Malaysian Government uses Internet TV to communicate with public
The Malaysian government has introduced a new Internet video service which will help it to communicate information, news and other updates to Malaysians, both within the country and abroad. The government sees the importance of an avenue where they can provide reliable and up-to-date information, given the socialisation of news in which breaking updates are disseminated through social media and other Internet channels. This IPTV Internet channel 1MalaysiaIPTV can be viewed online from a mobile device, or through dedicated applications for BlackBerry, Android and Apple devices. Content will be purely in Bahasa Malaysian.
Chinese microbloggers must now verify their identity
It will soon be mandatory for Chinese microbloggers to adhere to the real-name policy, one of 16 new regulations for microblogs set by the Beijing municipal government. Users are now required to register their microblog accounts under their real name by providing their official state ID number. The severe implication for users will be the accountability they now hold towards anything they ‘tweet’ on Weibo, as opposed to using nicknames previously through which their real identity could not be traced.
Most overused buzzwords on LinkedIn profiles
LinkedIn, the social network for business professionals, has identified the most overused buzzwords on the profiles of its 135 million users worldwide. Singaporeans like the term ‘track record’, Indians are ‘effective’, Australians think themselves ‘creative’, French are apparently ‘dynamic’, and Brazilians are ‘multinational’. It’s time to update your LinkedIn profiles.
Social networks used by over three quarters of consumers
A new study from Ofcom produced some interesting findings about the state of social:
Social networking is a global phenomenon, with over three quarters of consumers in the markets we surveyed saying that they have visited a social networking site, with the majority saying they visit them on a daily basis. This is much higher among 18-24 year olds, with eight in ten (83 per cent) visiting on a daily basis.
Social networking sites are most popular in Italy, with 91 per cent ever having visited and a quarter visiting over five times a day (24 per cent), while in the UK eight out of ten (79 per cent) have ever visited with one in five visiting over five times a day.
UK consumers are more likely to access social networking sites on a mobile phone than other countries, with 43 per cent of those with social networking site profiles saying they do so compared to just 30 per cent in the US.
More widely, the UK is Europe’s most digitally aware nation (second only to America) and this is underlined by Britons spending more time online, owning more smartphones and even watching more TV online.
Companies look to expand social media spend in 2012
An interesting bit of research from Grant Thornton highlights how although just 43% of companies worldwide currently use social media, 61% plan to increase their usage, with it breaking down by country as follows:
Notably, 75% of companies from ASEAN and 56% from APAC are planning to increase use of social media. The quicker growth amongst BRIC countries is also backed up by the latest research from KPMG, which suggests that brands are keen to use social media in those markets as a cheap and effective way to boost brand awareness.
Judging by another survey, it seems the increased spend will go – unsurprisingly – mainly to Facebook and Twitter campaigns:
Facebook profits hit 1 billion – and flotation nears
According to Gawker, Facebook will make one billion Dollars in profit in the calendar year 2011 – double its profits from the previous year. More to the point, its limited outgoings means Facebook is swimming in cash.
These extraordinary profit figures mean that if and when a Facebook flotation does occur, the social network will be valued at at least 100 billion dollars. And that’s a lot of money.
Facebook Timeline now available worldwide and on mobile…
A long time after it was announced, Facebook Timeline is finally available worldwide. Once users activate Timeline, they get a seven-day review period to check what goes on the Timeline before it goes public. Timeline is also now available on iPhone, Android and Mobile Web.
Brands try to make the most of Timeline
Although Brand Pages don’t yet have Timelines, a couple of brands are already getting involved: both Mountain Dew and Volkswagen have added a tab to their Pages where users can download images and use them as cover images for their Timeline. Nifty.
Facebook considering new ad formats
AdAge reports that at the end of March, Facebook is planning its first push into mobile advertising – by putting Sponsored Stories into the mobile News Feed. It’s an interesting development as Facebook believes its user base will be growing on mobile, meaning that this is almost certainly the first of several steps.
Judging by a post on Inside Facebook, the social network has also launched a new premium ad unit, allowing brands to post Coupons on their Pages and then push these through traditional Facebook social ads. This could be great for establishments like restaurants and bars.
Buy concert tickets without leaving Facebook
With Ticketfly, the entire ticket-buying experience now takes place right on a Facebook Page. Ticketfly was one of the Open Graph launch partners announced at Facebook’s f8 conference, and music venues in Oakland, San Francisco, and New York have been beta testing the service and seen advanced sales on tickets increase by almost 25% for various artists. Buying concert tickets has never been easier.
LinkedIn launches Polls in Groups
LinkedIn last week launched Polls within their private Groups – a development they dub as ‘the easiest way to join the professional conversation’. They’ve clearly never spoken to anyone in real life.
New Google+ updates and changes to Hangouts
With the end of the year just a few days away, Google have decided to launch some new updates to Google+. First up, they’ve added the option to ‘change the volume’ of Circles, so that the overall stream can be better weighted to your interests:
They’ve also updated Brand Pages in a really positive way: they can now have multiple admins with a notification flow to enhance Page management, and they also have launched an aggregated count of all users who have engaged with a Page:
Besides that, they’ve launched a whole range of updates for Hangouts including video Hangouts on mobile which are designed to make them more accessible.
But how effective this all is, is rather questionable: for all Britney Spears now has a million followers, it’s hard to escape the truth: nobody cares. After Google Wave and Google Buzz, it’s like oops I did it again.
Miso launches a superb update
Social TV startup Miso has launched a nice update called Sideshows:
Basically, it’s a slideshow of additional content that can be synchronized to run alongside a TV show. In one example, Smillie showed a fan-created, fashion-focused SideShow for Gossip Girl. When a notable outfit appeared on screen, the SideShow would bring up a card with more information about the clothes, as well as an image and an online shopping link. Another example was a demo that SideShow created for MTV’s high school comedy Awkward. As a song played during the show, Miso brought up a card with the title, artist, and a link to the song on Spotify.
In some ways, this may seem like an update to the on-screen captions and annotations that TV shows and DVDs have experimented with in the past. But the SideShows are more interactive, since they’re connected to the Web. And because they’re on your phone (it’s only available on the iPhone initially), they don’t interfere with the TV image itself.
It’s a tremendous update because it means that brands can socialise product placement in TV programmes, and really link their marketing strategy together.
Banks begin to use social data to decide credit ratings
An interesting – if somewhat scary – report from Betabeat show how banks might try to tap into customers’ social data in the future. Privacy is important to most social media users, and these development are somewhat worrying – essentially, your credit rating could depend as much on your friends as what you yourself do.
KLM to introduce in-flight matchmaker zone
KLM’s latest social campaign is one of the most brilliant ideas I’ve heard all year: customers will be allowed to see fellow passengers’ social media profiles, and based on their interests can choose to sit together.
This could go well, or really, really badly. And that’s what makes it so brilliant.
BrandAlley predicts 5% of sales in 2012 will come through F-Commerce
The success of sales directly through their Facebook Pages has led BrandAlley to predict that 5% of revenue next year will come directly from F-Commerce. Impressive.
Capital One offer bonus rewards based on Klout score
Capital One have launched a Christmas promotion with Klout to reward cardholders, offering bonus rewards based on individual Klout scores. This means that everyone who participates – with a Klout score of 10 to a Klout score of 100 – gets some form of bonus rewards based on their influence.
Sherlock Holmes film utilises Stephen Fry’s Twitter following
It’s not original using celebrities for endorsements, even in social, but this one caught our eye for its inventiveness: Stephen Fry has been posting Holmes-esque cryptic clues on his Twitter channel to promote the new Sherlock Holmes film, and the first person to crack them each day wins a prize. A good campaign, well executed, without any elementary mistakes.
All Saints reaches out to fashion bloggers
All Saints is to expand the number of UK bloggers it works with in a bid to drive greater advocacy. They will focus on nurturing partnerships with fashion fanatics.
Dunkin’ Donuts new Foursquare campaign
Dunkin’ Donuts are offering quite a cool Foursquare sweepstake in the New York area. If users connect their Foursquare account on the DD Facebook Page, they become eligible to win a whole host of prizes in-store. Nice.
Sweden lets citizens take over its Twitter account
In a bold move, Sweden is letting ordinary citizens take over its Twitter account and curate it for a week at a time. While this will obviously drive PR value, it could also go disastrously wrong. That’s the beauty of it.
Republicans compete to spend more on Twitter
Republican Presidential rivals Rick Perry and Mitt Romney seem to be competing as to who can spend more on Promoted Tweets. The real-time opportunities of Promoted Tweets is what seems to appeal to the different candidates.