E-development Manager, Content KLM.com
Evolving from our Customer Experience development cycle, KLM has created a vision on global Customer Support . We are convinced that Customer Service will overtake price and product as the key brand differentiator. It is the social revolution, but also other technical innovations such as mobile, tablets and other wearables, that people want to be pro-actively informed asap, and helped if needed. Therefore, not only we need to think of customer support as a phone number or contact point, it must be in the DNA of all our current and future projects.