Topic of the Week: Is it Smart to Publicize a Social Media Response Time?

KLM has long been heavily involved in social media, but last week it didn’t something interesting. It started publishing the amount of time it will take for people to get a response. When I looked, here’s what Twitter showed.

KLM Response Time

A 31 minute response time seemed strangely precise. But after KLM failed my test of their 1 hour guarantee two years ago, I had to give it a shot. Sure, enough, my question was answered in a mere 22 minutes.

KLM Conversation

This can certainly backfire, but is there enough benefit for the airline to make it worth updating this number constantly? (It updates every 5 minutes.)

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