We Are Social’s Tuesday Tune-Up #161
Social savvy KLM takes customer service to soaring to new heights with #HappyToHelp week
Left your passport in the taxi on the way to the airport? Caught in traffic and may miss your flight? Well Airline KLM is here to help you for the next week! Today the Dutch carrier has launched a new social strategy to help any passenger, anywhere, flying any airline – in order to prove it’s quality of customer service to non-customers.
The progressive campaign, named #HappytoHelp sees passengers assisted both on and offline when their plans potentially come unstuck – with up to 250 KLM customer service personnel undertaking social media monitoring around the clock in search of posts related to travel problems and a special command centre build at Amsterdam’s Schiphol airport plus teams standing by in New York, Sao Paulo and Hong Kong.
From there, the airline will select problems and solve them in a variety of ways, from providing a driver who will hunt down your missing passport, through to personal weather reports and travel advice. They’ve even hired a speedboat along the Hudson River for those stuck in NYC’s traffic on the way to the airport. KLM will film the resolutions and post the most interesting and strange situations solved on YouTube. Pol Hoenderboom, creative director at DDB & Tribal Amsterdam noted of their campaign “Imagine the impact if you are now flying with KLM but it is KLM that gets you by motorbike to the airport in Hong Kong to board your American Airlines flight home.” Great idea!
Our #happytohelp crew is in full action. Here we are preparing personal videos with tips for passengers. pic.twitter.com/W83YazBknk
— Royal Dutch Airlines (@KLM) October 13, 2014
Twitter signals it will open its promoted tweets to Australian SMEs ‘soon’ Have you been hanging out to run Twitter advertising but haven’t got the required minimum spends (up to $15,000) to access their platform? Turns out that you won’t be waiting much longer if indications from Twitter Australia’s Cindy Burke are anything to go by!
Direct from the horse’s mouth at BEfest, Burke confirmed that the company will “soon” open the platform to those with smaller budgets available. “We actually hired someone to launch that. I’m sure they will be announcing it with an official launch…A lot of clients have been asking for it for a while now, obviously it’s auction model and you can spend $5,000 to get one person” she told the audience.
These sentiments were echoed by Twitter’s VP of Global Online Sales, Richard Alfonsi at their #ToastandTweet event for marketers yesterday. Alfonsi is in Australia to promote Twitter’s key service offerings to brands – and also taking some time out to enjoy Sydney!
Hello, Sydney — absolutely brilliant Sunday here. Really looking forward to the time with the @TwitterAU team! pic.twitter.com/OQSEMOxQGw — Richard Alfonsi (@ralfonsi) October 12, 2014
Facebook provides most social logins
Facebook was the Q3 leader for social logins at 46%, followed by closest rival Google at 34%, according to reports by Janrain. Twitter comes a distant third place with 7% – this seems to be a two horse race for now.
Facebook considers adding money transfer option to Messenger app
Facebook is apparently considering adding a money transfer service to its standalone mobile Messenger app. The screenshot below shows how sending money will work (basically like sending a photo). Users can either add a card for Messenger, or use one they’ve stored in Facebook. Finally, notifications worth waiting for.
Facebook to launch new anonymous app?
As you may well know, Facebook has struggled with some users who don’t want to use their real names, amongst other privacy issues. The network’s answer seems to be a separate ‘anonymous’ mobile app.
Facebook’s targeting to get even more specific
Facebook is set to launch ‘hyper local’ ads, with which advertisers can target users within an area as small as a mile. This could be useful for businesses that have, you know, actual locations that they want people to go to. Like in the olden days.
Facebook opens its Audience network
Thanks to Facebook, you can now get rich the same way as Kim Kardashian. No, not like that. Get your mind out of the gutter. Facebook’s mobile ad network, named ‘Audience Network’, which helped fuel the success of the Kim Kardashian game and brought Shazam a 37% increase in ad revenue, is now open to all.
Facebook and WhatsApp are, like, officially together
Facebook’s $19bn acquisition of WhatsApp is now official. The pair released a joint statement:
We are looking forward to connecting even more people around the world, and continuing to create value for the people who use WhatsApp.
All that remains is to change their relationship status.
Transfer money on Twitter
There must be something in the water – it’s not just Facebook that’s getting into the money transfer game. Twitter is going to enable users to transfer cash through tweets, as part of a deal with French bank Groupe BPCE. The feature is available regardless of your bank, and there’s no need to know the recipient’s details.
Snapchat ads are coming soon
Do you like Snapchat? Do you like advertisements? Well have we got news for you! Snapchat ads are on the way, according to CEO, Evan Spiegel. They’ll be optional to view, and focussed around the ‘stories’ section of the app:
We’re cutting through the new technology around ads to the core of it, which is telling a story.
In the same way that everything is ‘telling a story’ these days.
Dove, Snapchat and self-esteem
Unilever brand, Dove, has taken to Snapchat for ‘Self-Esteem Weekend’, sending out snaps on the theme of, errr, self-esteem, and asking for replies. The idea is inspired by the difficulty of having such conversations in public – Dove hopes that the campaign will promote at least a few important chats.
Google+ adds polls
If you’ve wanted to ask your friends a question with up to five pre-ordained possible answers, but only have access to them through Google+, you’ve probably been pretty frustrated up until now. Breathe easy, kids, G+ has just added polls.
Celebs promote Wendy’s on Twitter
A set of stars including Alfonso Ribeiro (Carlton from The Fresh Prince of Bel Air) and ‘Stone Cold’ Steve Austin are helping American fast food chain, Wendy’s, with its promotion on social media. They’re all talking about barbecues, under the hashtag #BBQ4merica, which, from here in London, might just be the most American thing of all time.
#BBQ4merica is bringing easy access to BBQ Pulled Pork to all 50 states. Tag your state & you could win free stuff. https://t.co/kKgpUbz8ku
— Wendy’s (@Wendys) October 8, 2014
.@SteveAustinBSR shares another tip with us, because with great BBQ wisdom comes great responsibility. #BBQ4merica https://t.co/d2WlsCMfPv
— Wendy’s (@Wendys) October 8, 2014
Will post on social media for jeans
Denim brand, Cheap Monday, gave away 1,000 pairs of jeans last Friday, in exchange for social media posts. Cheap Monday? More like Cheap Friday! Pah! Sorry, never mind.
Gillette capitalises on #beardgate
First there was #bendgate, now #beardgate. The iPhone 6 is supposedly catching on beards, which led to the following reactive piece from Gillette:
Your phone may be smarter than ever, but leave the shaving to the experts. #beardgate pic.twitter.com/eEbH96bdS3
— Gillette (@Gillette) October 6, 2014
Very nice. The real solution to #beardgate, though, is to be unable to grow a beard/afford an iPhone 6. At least that’s what I’m telling myself.