TY  - ADVS
AU  - Kurtzke,Simone
TI  - KLM Airlines: from crisis to social media success 
T2  - The business & management collection,
PY  - 2017///
CY  - London
PB  - Henry Stewart Talks
KW  - KLM (Airline)
KW  - Communication in marketing
KW  - Case studies
KW  - Customer relations
KW  - Emergency management
KW  - Social media
KW  - Marketing
KW  - Eyjafjallajökull Volcano (Iceland)
N1  - Animated audio-visual presentation with synchronized narration; Bite-size case study extracted from the talk: Social media marketing; Title from title frames; Access restricted to subscribers
N2  - Contents: The case study examines how KLM Airlines learned from its experience during the 2010 Iceland ash cloud, and moved from using social media only to make marketing announcements, to using it for customer service, communication and sales, with a customer centric focus
UR  - https://hstalks.com/bm/3575/
ER  -