Travel & Tourism: KLM

We’ve been talking about running different themes here at the ‘heads of late and one that continually pops up over and over is that of Travel and Tourism; who’s engendering positive word of mouth and who isn’t.

Not one to focus on the negatives, I thought I’d kick this session off with a focus on my favourite social-airline; KLM.

KLM Royal Dutch Airlines (to it its full name) has been playing around in social for a few months now and their activities to date really are quite interesting. Rewind back to December last year and you’ll find this delightful ‘social (media) experiment’ around putting smiles back on the faces of KLM’s travellers.

I’ve talked about ‘Surprise and Delight‘ before and how brands (big and small) can reap success in this area; believe it or not, creating smiles and happiness is a fantastic way to build both customer loyalty and positive conversation.

The great thing about KLM is, they didn’t stop there. After testing the water with the above marketing campaign, they then added social to the care side of the business – with their ‘Extended Service on Social Media‘ initiative.
To quote:

“Want to get that seat by the window, rebook your ticket, or find out how to bring your surf board? Tell us on Facebook, or send us a ‘tweet’!

Ask your question on any day of the week, between 8:00 and 23:00 hours, and we will reply within the hour.

Requests such as rebooking your flight, we try to arrange for you within 24 hours. By using “instant messages” or private messages, your personal data remain protected.”

Good job guys.

Finally, to top it off, last week they launched this neat little viral video to demonstrate the new space available in their business class section.

Being charming, funny, informative and coming in at 1min 40s precisely, the video hits the sweet spot just right. So that’s Marketing, Care and now Comms; all covered off with smart use of social media.

And why? To create positive word of mouth, brand loyalty and of course, ultimately – an uplift in sales.

KLM – we salute you.