I chanced upon a video recently and was smiling to myself while watching it :) Social media is all the hype now but I think many businesses have yet to find the most effective way to use these tools to build rapport with their customers.
KLM Royal Dutch Airline made good use of social media to bring little acts of kindness to their passengers. What impressed me the most was that all the small gifts they prepared were personalized for each passenger, reflecting the kind of thoughtfulness that customer service should be. Besides making some passengers’ day, this campaign of theirs helped to create a huge following for KLM on social media platforms and left positive impressions on many.
Here’s the video for you to enjoy:
You can also head over to KLM Surprise to view more of the surprises they have in store for their passengers :)