Posts Tagged ‘Twitter’



AirbnbAt a time when Airbnb was at a cross-roads with branding and messaging, the growing hospitality company sought a new way to bring their community and localized message to their social media channels, focused on the United States market as a whole.

We worked with the Airbnb team to research a social message, develop a campaign and execute it via Twitter and Instagram.  This campaign not only highlighted the benefits of seeking out short term, local-focused lodging rental solutions, but empowering people to focus on their local communities.  Social audiences were not only encouraged to highlight their home communities, but also share how they reached out to their communities, through creative ideas like planting gardens at intersections; bringing lunch to local fire houses and hosting pool parties.

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KLM Royal Dutch Airlines

KLMKLM Royal Dutch Airlines

Work with KLM Royal Dutch Airlines, the oldest airline in the world, began with a developed strategy that proposed substantial changes their primary social media channel, and building another channel from scratch. Our KLM engagement included the development of content and management of the KLM Blog on behalf of the airline;  along with managing the KLM account.

Our goal with the KLM Blog was to personalize the airline brand with relatable content, to develop a humanized relationship between the audience and the brand that allowed travelers to view KLM not just as an airline, or a corporation, but a ‘friend.’

KLM’s social media, specifically Twitter, is today considered among the best, most responsive, and effective airline customer service.  And to think this all began as an experiment in social service?

KLM was presented with a simple, but focused, concept: monitor not just those directly conversing with @KLM, but seek out those referencing KLM, KLM’s hub airport and those discussing or directly referencing targeted competitor airlines.  Trough this proactive seek-&-engage strategy – initially being run by one person 18 hours a day – KLM was able to not only respond to those seeking assistance, but win over long term loyalty, reduce conflict, and recruit travelers from other airlines.

KLM has credited €25,000,000 in revenue and cost savings over the five years since we developed that social customer service strategy on their behalf.

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