At KLM, commerce is 'simply very important' for the internal organization. Outwardly, commerce is not a primary reason for being social, but to get things done internally, everything at KLM has to be related to commerce. As soon as the results of the social media efforts for commerce are made clear (Martijn prefers to do this with infographics of real conversations because 'Excel sheets and dashboards no longer make an impression on board members'), process improvement proposals can also be more easily guided through the board on the basis of this.
That is also one of the underlying ideas behind the introduction of their Live Performance Dashboard on their Facebook and Twitter pages in July: they use it to show the outside world in a very transparent way how well KLM is doing in customer service on social media.
Roos van Vugt emphasizes how important it is to also link internal use of social media to your business latvia phone number list objectives. This gives it the right weight and makes it clear to organizations what the use of social can or should mean for a company. The internal use of social media (think of tools like Yammer or Sciomino ) can help you identify the biggest connectors in your organization: and usually that is not the CEO.
In addition, you can use this method to better and more honestly than with an annual survey, bring up topics and 'hot issues' in your organization. What do employees talk about, what keeps them busy? Picking this up and making it a topic of discussion really leads to people feeling heard.
Everything takes time