The case study examines how KLM Airlines learned from its experience during the 2010 Iceland ash cloud, and moved from using social media only to make marketing announcements, to using it for customer service, communication and sales, with a customer centric focus.
Kurtzke, S. (2017, August 31). KLM Airlines: from crisis to social media success [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved September 22, 2017, from https://hstalks.com/bm/3575/.