KLM wanted to explore new ways to enhance its customer experience. So we decided to see if we could use social media not just as a medium, but as a way to spread some happiness among passengers, making their travel with KLM even more worth so. We decided to hand out little acts of kindness to passengers, who on social media announced they were flying KLM. As soon as we identified them we tried to profile them by scanning their Facebook, LinkedIn, Twitter and Google. All because we didn’t just wanted to give him a present, but a personalised present that fit their travels. We created a special KLM Surprise team on Schiphol who were engaged in a rat race to profile and trace and race to passengers to get to the gate on time. But we succeeded. The campaign became a viral hit and we proved that by using social media we could not only surprise 28 passengers, but spread the happiness world wide. In three weeks on Twitter alone the campaign got one million impressions. Numerous online media and blogs wrote about the campaign, we lost count how many...

Loading more stuff…

Hmm…it looks like things are taking a while to load. Try again?

Loading videos…