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Customer Service 2.0: Lessons from KLM's mis-handled off-loading of Filipino teenager Arjean

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Lessons from KLM's mis-handled off-loading of Filipino teenager Arjean and the ensuing social media backlash.
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Customer Service 2.0: Lessons from KLM's mis-handled off-loading of Filipino teenager Arjean

  1. 1. We Believe in Thinking Differently about Aviation Marketing
  2. 2. bbbbThe background story
  3. 3. • • • • • •
  4. 4. bbbbThe events – at the airport
  5. 5. bbbbThe conversation moves to social media
  6. 6. https://www.facebook.com /Goodxorg/posts/52782899 3937098
  7. 7. https://www.facebook.com/photo. php?fbid=10153072478500035&set =o.273795515772&type=1&theater
  8. 8. bbbbLessons from FedEx
  9. 9. bbbbAre you ready for the next crisis?
  10. 10. Download full infographic here
  11. 11. American Airlines Flight 24 Download full infographic here
  12. 12. http://www.SimpliFlying.com For more case-studies: www.SimpliFlying.com Helping airlines & airports engage travelers profitably

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