Held simultaneously in an increasing number of cities across six continents, Social Media Week is one of the world’s largest social media events. With 70,000 attendees and 5,000 speakers yearly, the event connects more than one million people through social and mobile.
In close concert with RauwCC , the organizer of the Rotterdam event, I decided to do the first ever Social Media Week tour: speaking in Berlin on Monday, London on Tuesday, and Rotterdam on Thursday. The initial plan was to add Miami on Wednesday, but that turned out to come with a bizarre flight plan. The opportunity to experience SMW in three different venues was great. Kinda small and intimate in Berlin, beautifully set up in London, and just a blast in Rotterdam. This inspiring event certainly deserves a big recommendation.
- Date: 22, 23, 25 September 2014
- Location: Berlin, London and Rotterdam
- Event: Social Media Week
Coverage:
- Frankwatching.com: Wat zijn de ingrediënten van KLM’s customer service?
- TravelNext.nl: Damage control. De rol van een plumber en detective
- LeadersOnline.nl : Social damage control
- Marketingfacts.com: De hoogtepunten van Social Media Week Rotterdam
Rotterdam
Oeps @SMWRotterdam. Ook online is het genieten. Zag net KLM @JochemOnline, #fuelfriends Geweldige voltreffer op #SMWRdam.
— Henk Buissing (@Henk56B) September 25, 2014
Now listening to @JochemOnline of @klm social media. Learning from the best! #SMWRdam pic.twitter.com/Qsv2KHbuyS
— Remco Timmermans (@timmermansr) September 25, 2014
Erg gaaf dat @JochemOnline van @KLM naast successen, ook #fails en uitdagingen benoemd! Goed verhaal at #SMWRdam #SMW14
— Guido Smit (@Smitguido) September 25, 2014
What makes a good social media agent? Knowledge & mindset! Be a facilitator, a detective and a plumber. @jochemonline #smwrdam
— Karlijn de Wit (@dewitk) September 25, 2014
Er worden nog stoelen bijgeplaatst voor de sessie van @JochemOnline @KLM #druk #SMWRdam
— #SMWNL (@SMW_Holland) September 25, 2014
.@giebel All @KLM agents are empowered to assess situations, apply their native cultural knowledge, own personality, and just be authentic.
— Jochem van Drimmelen (@JochemOnline) September 25, 2014
Dit wil je niet missen! Ook op de livestream! http://t.co/lbUiWLmsJa RT @JochemOnline van @KLM tijdens #SMWRdam @SMWRotterdam
— Named (@NamedInfo) September 25, 2014
Indrukwekkende social media prestatie door #KLM – goede indruk gekregen door presentatie @JochemOnline Bedankt! pic.twitter.com/rsnD7clBKg
— Rob van Mil (@robvanmil) September 25, 2014
Samen met Fre @FPWnl super presentatie gezien van @KLM's @JochemOnline Mooi beeld van wat ze doen maar ook tips en learnings. Top! #SMWRdam
— Marieke Tjang-Monterie (@MariekeMonterie) September 25, 2014
Today's very steady #TrendingNow topics on Dutch Twitter today: #SMWRdam and #Twitter4Brands (same event). Organiser @RauwCC, you rock dude!
— Jochem van Drimmelen (@JochemOnline) September 25, 2014
#AllIGotWasThisLousyPicture with @RauwCC at #SMWRdam pic.twitter.com/Xym2p6WvTV
— Jochem van Drimmelen (@JochemOnline) September 25, 2014
What an incredible week this is! #SMWBerlin #SMWLDN #SMWRdam @socialmediaweek Doing the #SMWtour for @KLM pic.twitter.com/STU07zxmf4
— Jochem van Drimmelen (@JochemOnline) September 25, 2014
Hi @smwldn and @smwberlin how's life over there? Hope you enjoyed, now bring back our @JochemOnline! 😉 ^SvdS
— #SMWNL (@SMW_Holland) September 23, 2014
Keihard @SMWRotterdam, @JochemOnline & @GERSERmedia naamvallen bij het Uur van @Puur op @RadioAlmere: https://t.co/JTrH3NN2Mk #SMWRdam
— Team RauwCC (@RauwCC) September 29, 2014
London
I felt being in good company today, gentlemen: @billyhayward @willmcinnes @janrezab. Great line-up at #SMWLDN @smwldn pic.twitter.com/nHQj4qIkST
— Jochem van Drimmelen (@JochemOnline) September 23, 2014
@jochemonline #KLM bad ass social media example
— graemestaunton (@graemestaunton) September 23, 2014
The enthusiasm of @JochemOnline for social feedback is infectious. Does this man ever have a bad day?! #SMWLDN
— Jot & Scribble. (@jot_scribble) September 23, 2014
Really enjoyed @JochemOnline's session. Some great, really useful insights into customer feedback. #SMWLDN
— Jot & Scribble. (@jot_scribble) September 23, 2014
Love @JochemOnline at #SMWLDN -full transparency in their mistakes – but even better how they've evolved with their responses #SMWLDN
— Wavemaker Global (@WavemakerGlobal) September 23, 2014
Here at #SMWLDN listening to @KLM's @JochemOnline. Great insight on going that extra mile for customers on social pic.twitter.com/zzCIUDZdkZ
— W from home (@Wcommlondon) September 23, 2014
Key learnings from social media crisis #smwonlinereputation #SMWLDN @JochemOnline pic.twitter.com/KmUjKWtpty
— Karolina Nikolaou (@karolina_nik) September 23, 2014
Fascinating examples of how crises can escalate online at today's talk by KLM's Online Reputation Manager @JochemOnline. #SMWLDN
— Crisp (@CrispThinking) September 23, 2014
Very interesting talk @jochemOnline #SMWLDN
— Imogen Ingram (@imogen_ingram) September 23, 2014
Great talk on social listening from @JochemOnline at #SMWLDN good model for more brands to follow. People matter!
— Rachael Courtney (@rachccourtney) September 23, 2014
Loving @JochemOnline's approach to customer service on social. So important to get it right to build your brand #smwldn
— Asad Dhunna (@asadd) September 23, 2014
@JochemOnline says unequivocally that customer service is the top priority of @KLM social media #SMWLDN
— Jadis Tillery (@JadisTillery) September 23, 2014
Social media is not a threat – it's a great opportunity @JochemOnline @klm #smwldn #SMW14
— Jemima is (still) staying home (@JemimaG) September 23, 2014
Technology comes and goes, people remain – who cares whether #facebook will still be the #1 social network in 5 years? @JochemOnline #SMWLDN
— Benjamin Barrier (@benjaminbarrier) September 23, 2014
Good talk from @JochemOnline #SMWLDN about KLM's impressive social response team, breaking down traditional team divisions.
— Jane Lucken (@JaneLucken) September 23, 2014
.@JochemOnline giving a vivid description of real world social media crisis management #SMWLDN pic.twitter.com/uj0iAR3yIW pic.twitter.com/SvbSgUhvjT
— Paul Middleton (@pjsmiddleton) September 23, 2014
Great @KLM case studies from @JochemOnline that share challenges. You learn so much more from mistakes than successes #SMWLDN
— Jadis Tillery (@JadisTillery) September 23, 2014
Social is still an #anarchy.Thanks @JochemOnline ,great talk on online reputation, here's a present #SMWLDN @smwldn pic.twitter.com/XNAdTvNTV8
— BARDS Collective (@BARDSCollective) September 23, 2014
The six quotes you need to know from day one at #SMWLDN http://t.co/5k4GSb8Bi9
— FleishmanHillard UK (@fleishmanUK) September 23, 2014
@jochemonline woo your #SMWLDN Advocate score is 178 making you #14 this week! https://t.co/9vFCF0C50y via @leaderboarded
— Nathaniel C. Schooler 🎧 (@NatSchooler) September 24, 2014
Really excited for the next talk by @jochemonline for @KLM #onlinereputation #SMWLDN pic.twitter.com/msibkVXbVK
— Natalie Naik (@Natnaik) September 23, 2014
Embrace the power of online customer feedback! @JochemOnline of @KLM, the best airline in social media, next on Main Stage #SMWLDN #SMW14
— Social Media Week London (@smwldn) September 23, 2014
Lessons from @KLM on online reputation by @JochemOnline at #SMWLDN. Great talk!
— The Social Shop ltd (@TheSocialShopUK) September 23, 2014
Berlin
Interview for German television by RBB Abendschau (starts at 2:03)
Cool presentation KLM on online reputation. #smw14 #smwberlin pic.twitter.com/KCzToXiq7x
— Seger Abels (@segerabels) September 22, 2014
Thanks for a great talk @JochemOnline. Great to see your crisis management case studies. Very jealous of the size of the hub! #smwberlin
— Polly Davidson (@pollyday) September 22, 2014
Clevere Berufsbeschreibung von @JochemOnline auf der #smwberlin: "A good social media agent has to be facilitator, detective & plumber!"
— Linda Kopitz (@herzsturz) September 22, 2014
The #ROI of #SocialMedia? According to #KLM: People like your brand. And this is priceless. #smwberlin #smw14
— Deborah Schmidt (@sechzigwatt) September 22, 2014
Interesting, seeing myself dubbed on German TV. 😉 RT @smwberlin: rbb Reporterin @JaYaTae besucht die #SMWBerlin http://t.co/S0YHk7R3dJ
— Jochem van Drimmelen (@JochemOnline) September 22, 2014
most important lecture for me today. @JochemOnline from #KLM on #online #reputation. #SMWberlin pic.twitter.com/jaUf87GszO
— Tim Mittelstaedt 🇪🇺 (@TimMittelstaedt) September 22, 2014