KLM Uses 140 Employees to Create Living Replies to Twitter Questions

KLM Creates Living Twitter RepliesDutch airline KLM is no stranger to using social media platforms in innovative ways to engage with their customers. Just this year they’ve created a campaign applyng 4000 Facebook fans photos to one of their airplanes, as well as hosting a dance party at 35,000 feet to promote a new Amsterdam to Miami flight route.

Now KLM is promoting their Twitter customer service capabilities. They are committing to answer every tweet or post in person anytime of the day or night.

If you sent a tweet to KLM yesterday, you may have been lucky enough to receive oen of a few dozen personalized video responses. Your tweet was assembled live by 140 KLM employees – everyone from flight crew, customer service personnel and grounds crew – who collectively became a living 140 character Twitter response right before your eyes.

Unlike other personalized video response initiatives (I’m thinking Old Spice) which were played mostly for laughs, this initiative works very well as a physical demonstration of KLM’s commitment to customer service through Twitter.

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Randy MathesonI am a Nova Scotia raised Creative Guy, currently Director of Emerging Media at Delvinia, a Digital Strategy & Customer Experience Design Firm in Toronto. I’m a huge fan of the creative use of digital technologies in social media, marketing, sports and entertainment. I use this blog to share the more interesting examples that I find. If you’re in need of a break, join me over at Madtini.com for a cocktail.

JELL-O Gives Away Free Pudding to Keep America Smiling

JELL-O Pudding Face Mood MeterThe first thing I always think about when I see the JELL-O Pudding Face commercial is Soundgarden’s Black Hole Sun video. I find Dad’s face-wide grin more creepy than endearing, but at least he’s smiling.

JELL-O wants to keep America smiling and they’re giving away free pudding to turn those frowns upside down. The creative minds of Crispin Porter + Bogusky are behind the digital campaign which plays off the Pudding Face TV commercials.

The JELL-O Pudding Face Mood-Meter analyzes the Twitter and pulls in the tweets that include a frowny and happy-face emoticons. The mood meter smiles or frowns depending on which emoticon is featured in the most tweets. When the frowns start to outnumber the smiles, the red light flashes and Jell-o begins giving away free pudding by reaching out through the @Jell-OMoodMeter Twitter account.

The frowny Twitter updates have include everything from broken down cars, to missed TV shows, to surviving a hot Texas day.

Each free pudding tweet includes a unique URL where the recipient validates their identity back to the Twitter account. I’d be interested in knowing how many people took JELL-O up on their free pudding offering, I’m not seeing a lot of recognition in their streams. 🙁

The campaign is supported by an interactive billboard at the corner of West Broadway and Grand in New York City. Photos and a video of the billboard can be seen at the Denver Egotist.

Spongebob’s Frozen Face-Off Special to Launch on Twitter

Who tweets from a pineapple under the sea?

Of course it’s Spongebob Squarepants, and this week he may be tweeting more than usual.

Spongebob Squarepants Frozen FaceoffThis week the whole gang at Bikini Bottom will be going Twitter crazy as they tweet around a special Spongebob storyline. The fun begins on Tuesday, July 12 with a tweet from Bikini Bottom Action News that a “wealthy entrepreneur” has offered $1 million to whoever wins The Bikini Bottom Great Sleigh Race.

The trash-talking will start on Twitter leading up to the Spongebob special ‘Frozen Face-Off‘ at 8pm Friday on Nickelodeon. Little does the gang know that while they prepare for the big race, Plankton is scheming to steal the Krabby Patty formula.

This is not the first time that the folks at Nickelodeon has used social media as content around a Spongebob episode. Last January they used Facebook to launch ‘Trenchbillies‘.

You can follow the fun this week by following the Ice Race Cometh Twitter list.

High-Speed Tweets: IndyCar Series Drivers & Social Media

The IndyCar series is definitely drawing more interest these days. The incredible finish at the Indianapolis 500 that saw Dan Wheldon take the win after a crash by JR Hildebrand in the last corner was discussed online and off.

IndyCar drivers have embraced social media platforms to express themselves and stay connected to their fans. Below Ryan Briscoe discusses how he uses social media to stay connected with fans and provide them with a behind-the-scenes look on the track and off.

The following is a list of their official websites, Facebook and Twitter profiles, and in some cases YouTube channels and Flickr photostreams.


If you have any additions or corrections, please let me know.

Twitter Brings Photo Sharing Service In-House

Twitter is finally launching their own native photo and video sharing service. It will be available to 100% of Twitter.com users sometime over the next few weeks (and to other official apps shortly after that) according to Twitter CEO Dick Costol, who made the announcement at the D9 Conference.

The Twitter service, which will be powered by Photobucket, puts it in direct competition with photo sharing services like Twitpic, YFrog and Lockerz (formerly Plixi and Tweetphoto), who fund their sites selling ad space next to user’s photos.

The photos will be viewable on Twitter.com alongside the tweet without the viewer having to leave the site.

Costolo also mentioned that “users will own their own rights to their photos.” This was in response to the recent controversy reported by the New York Times about who has right to your photos.

Who Leads? Who Follows? NASCAR drivers on Twitter & Facebook

Which NASCAR driver is the most popular on Twitter & Facebook?
We’re well into the 2011 NASCAR season and for now at least, infamous backflipper Carl Edwards sits on top of the points leading into tonight’s Coca-Cola 600 at Charlotte. I thought it would be interesting to see which Sprint Cup driver has the most popular accounts on Twitter and Facebook.

When comparing any social media accounts of celebrities or sports figures, you first have to realize it’s a little like comparing apples and oranges. Not all accounts were started at the same time. Some are maintained by the drivers themselves, others by members by their teams or PR agencies. Some driver’s also have a fragmented presence between personal sites and sites for their foundations or personal racing teams.

NASCAR does maintain a highly sophisticated site with driver profiles but has little official presence on the individual sites and social media profiles of them. This is in stark contrast to the carefully choreographed post race show where driver’s don their sunglasses, caps and take that all important drink with their sponsor’s logo facing the camera.

Without a doubt Dale Earnhardt Jr. is NASCAR’s most popular driver and he’s tops the Facebook list over five-time champion Jimmie Johnson and Jeff Gordon.

On Twitter (Dale Jr. doesn’t tweet) the outspoken Colombian Juan Pablo Montoya leads by a huge margin (probably leveraging his international appeal) over the equally outspoken Kevin Harvick and Kasey Kahne. These three driver’s are obviously tweeting through their own accounts and responding to fans questions and comments.

Most Liked Facebook Pages

  1. Dale Earnhardt Jr – 989,093
  2. Jimmie Johnson – 521,000
  3. Jeff Gordon – 327,099
  4. Tony Stewart – 309,360
  5. Carl Edwards – 162,194
  6. Kasey Kahne – 104,865
  7. Ryan Newman – 90,626
  8. Kyle Busch – 70,662
  9. Juan Montoya – 58,463
  10. Denny Hamlin – 48,274

Most Followed Twitter Profiles

  1. Juan Montoya – 326,786
  2. Kevin Harvick – 85,432
  3. Kasey Kahne – 68,635
  4. Kyle Busch – 64,669
  5. Jeff Gordon – 63,226
  6. Denny Hamlin – 63,161
  7. Trevor Bayne – 34,924
  8. Jimmie Johnson – 43,556
  9. Ryan Newman – 40,691
  10. Jamie McMurray – 40,241

And what the heck, who had Klout?

  1. Kevin Harvick – 75
  2. Jimmie Johnson – 75
  3. Jeff Gordon – 74
  4. Kyle Busch – 70
  5. Juan Montoya – 68
  6. Kasey Kahne – 68
  7. Trevor Bayne – 68
  8. Brad Keselowski – 68
  9. Denny Hamlin – 66
  10. Regan Smith – 64

Twitter & Facebook figures collected May 29, 2011 12noon EST

It was difficult in some cases to find the official accounts of some drivers. If I have missed someone please let me know and I will correct the list if needed.

Ben & Jerry’s Wants Your Unused Characters to Promote Fair Trade

Do you want to do good with your Tweets but don’t feel particularly chatty. Well, good news for you, Ben & Jerry’s wants to put those unused characters in your tweets to good use. They’ve released a cool Twitter application to promote Fair Trade Day on may 14. You enter your message as normal using the app, the space left over in your tweet is instantly filled with a customized message and link to an applicable article about the fair trade movement.

The application can also work as a Chrome of Firefox browser plugin. You can use up 133 characters in your tweet (I checked), and still include a Fair Trade Message. Now that message is very short and consists of “| > #FT”.

A fun and easy way to spread the message

Who’s Winning? NHL Teams: Social Media, Attendance & Performance

With the 2010-11 Stanley Cup playoffs now in full swing, I was curious to see which NHL teams ranked highest for Facebook Likes and Twitter follows. OK before you start, I realize there are a lot more factors to consider in ranking an organization’s social media efforts than just the numbers. They all likely have sophisticated social media strategies that tie back to important business objectives, putting butts in the seats and selling merchandise – while icing an exciting team that is capable of going deep into the playoffs to provide even more revenue.

After I had collected the numbers from the team’s official Facebook and Twitter profiles it became obvious (but not surprising) that organizations with history and solid efforts such over the past few seasons ranked over the teams that have struggled. I decided it would be worthwhile to add in rankings for average game attendance (butts in seats) and their position in the overall standings at the end of the year.

The NHL puts a lot of effort into how teams manage their internet sites, the most obvious being the common template shared by all teams. The template is being stretched to its limits by the individual teams as links to social media can appear in a number of ways, from a local in the header, a link in the footer, a widget within the page of a link that can appear in any number of places within the sub navigation.

Onto the Numbers

The teams with the most followers on Twitter are Montreal (126,938), Vancouver (90,409) and Pittsburgh (81,981) while the teams with the most followers on Facebook are last years champions, Chicago (712,308), Montreal (653,510) and Boston (593,575). Teams with a long rich history such as the Original Six (Canadians, Hawks, Wings, Bruins, Leafs, & Rangers) all ranked within the top 11.

As expected teams like Toronto and Calgary with loyal fan bases had solid scores with social media and attendance but were pulled down by their poor performance this year.


I added each team’s ranking for Facebook, Twitter, average game attendance and points together and then sorted them by the best scores. This ranking was created for my own entertainment (yes, I found this entertaining), let me know if you find anything interesting in the results.

NHL Rankings - Twitter, Facebook, Attendance, Standings
Attendance figures from ESPN
End of season rankings from NHL.com

Charlie Sheen, Winning… or Losing on the Web?

Charlie Sheen on Twitter and UStreamBooze and drug-fueled Las Vegas weekends with porn stars, emergency hospital stays, bizarre rambling interviews filled with outrageous quotes – and that’s just in the first few months of 2011. Charlie Sheen has been a very busy boy recently, and now he’s moving his one man show the social media world.

Last week Charlie signed up to Twitter, amassing over a million followers in just over 24 hours, and has almost 2 million as of just a few minutes ago. He’s managed an unheard of Klout score of 91, more than such up-and-comers Ellen, Oprah, Ashton Kurcher and even some guy called Barack Obama. This brings up a whole other question about what ‘real’ influence is, which I’ll get into in a future post. For now I’ll link you to Saul Colt’s latest post “If Charlie Sheen told you to jump out a window: A lesson in Influence“.

On Saturday night Charlie went live on UStream with Sheen’s Corner, a loose, rambling 50 minute ‘show’ featuring Charlie, his buddies and unfortunately just one goddess riffing on a slew or random subjects. The show attracted more than 100,000 viewers at one point, which surely included legions of the curious seeing as how the numbers dropped throughout the 50 minutes to as little as 30,000 at the halfway point.

So, why are so many of us interested. Why are so many people following him on Twitter or bothering to tune in and watch a streamed, unrehearsed Charlie Sheen chat show? The folks over at Psychology-Advice.net theorize that our attraction is a form of Introjective Identification.

Introjective Identification is the psychological process of taking someone into our being and experiencing that as if we were them. It is usually done with regard to positive figures from Jesus Christ to God to role models, but it can also be done with regard to very negative and self-destructive people like Charlie Sheen, Lindsay Lohan and others.

And on the internet we get a minute-by-minute close-up view. Its all Charlie, all the time. What began a few weeks ago as the climax of another Hollywood flame-out has turned into an interesting study of how to go directly to your fans through social media. While other transgressing celebrities are quickly hidden in a shroud of carefully constructed PR moves of tearful apologies and rehab vacations, we are seeing none of that in this case. Maybe it’s partially because his publicist Stan Rosenfield quit at the beginning of last week.

However this all turns out – and I do hope it doesn’t turn out tragically – fact is, I’ve watched more of Sheen’s Korner (in all of its awkwardess) in one night than I’ve ever watched Two and a Half Men.

In coming out directly to the world through social media platforms like Twitter and UStream as his ‘crazy-ass’ self, is Charlie winning the PR battle with social media?

Twitter Provides the Lowdown on Domino’s New Chicken

Domino's Chicken Chef Tate DillowSomewhere last night between laundry, wolfing down supper and catching up on work I caught a bit of a Domino’s Pizza ad that grabbed my interest. The ad features their chicken chef ‘Tate Dillow’, or Chicken Man as he’s apparently called behind his back.

What grabbed my interest was the delivery box that Domino’s CEO, Patrick Doyle holds up halfway through the commercial (you can view the embedded video below). Printed on the box is the question, “Did we get it Right?” with the options ‘Nope, Almost or Yes, We Did’. I thought this was a great idea, get valuable feedback right there while the customer is consuming the product.

Patrick Doyle has been at the forefront of the Domino’s efforts in recent years to make their marketing more transparent He was there in April 2009, reassuring customers after two employees at a North Carolina Domino’s posted videos showing themselves blowing their noses on pizzas (amongst other things). He was there in the fall of 2009 as part of the ‘Oh Yes We Did’ campaign, when Domino’s changed their pizza recipe showcasing customer complaints about the old one. In July 2010, Domino’s launched ‘Show Us Your Pizza‘, asking customers to post pictures of their pizzas for a chance to win $500 and be part of a national marketing campaign.

I had high hopes for the on-box evaluation form. I imagined the form to be perforated with paid postage printed on the back, then I realized this wasn’t 1982.  The customer is asked to provide feedback through Twitter using the hashtag #dpzchicken or on the Domino’s Facebook wall. Seeing Twitter (and Facebook) being used for this kind of instant customer feedback shows once again how mainstream it has become in 2011.

Judging by a quick glance at the feedback in Twitter, Tate may have something to worry about. The tweets, positive and negative, are being pulled in and displayed unfiltered on the more.dominos.com site under the headline ‘See What People are Saying About Tate’s new Chicken’.

While its admirable that they are showing the Twitter stream of reviews, they are definitely turning me off giving this product a try. (I’m also in Canada, and the delivery cost would be crazy)