VIDEO: Air France KLM on sales across social, China and being where customers are

KLM has scored a number of social media coups and trialed multiple digital initiatives over the years to ensure it is available in the channels where its customers interact.

But once you have set out your digital stall, how do you then stay on top of the ever-increasing expectations from customers?

And, is additional pressure as other airlines get on top of digital and everyone has the same tools and services available to them?

These were some of the questions PhocusWire put to Air France-KLM vice president of digital strategy, Guido van Til, during the World Aviation Festival in London recently.

We also asked him about the importance of social media as a sales channel and the challenges of working in the Chinese market.

Van Til also spoke about allocating budget for and prioritizing digital projects and when it’s time to pull the plug on trials.