Have you checked out KLM’s Twitter account lately? If not, go take a look at their banner. You will find something really neat: the average expected response time for customer care. And it is updated every 5 minutes!
The company has rocked the customer service area for almost three years because it understands that there is no business without customers. The social media team gets the job done 24/7 on Twitter and Facebook, and fully embraces monitoring.
My favorite part of the interview is when Gert Wim, one of the managers of the team, talks about embracing negative feedback: “Look at it as a chance to be allied with the customers.”
Read Socialbakers’ article on KLM here.