KLM is making other airlines look bad!! In the mean time they are making their airline look COOL. Without failing, the Royal Dutch Airlines continues to surprise me. After watching how they used Twitter alone to get 1,000,000 impressions by giving personalized gifts to people at their airport, they did it once again. This time, they have listened to their customers, responded with a challenge and made their customer’s dream come true, as well as making two new records. How did it all start? Simple….
It started with a tweet!
KLM was supposed to start their first Amsterdam to Miami flight on the 27th of March. However a tweet from fans Sied Van Riel, a DJ, and producer Wilco Jung changed all that. They sent a tweet to KLM asking if they could reschedule their flight that was supposed to be launched on the 27th of March to a week earlier. KLM then responded with a challenge to them.
If Sied and Wilco could find enough Dutch music fans to sign up, KLM would agree to their request and reschedule the flight from the 27th of March to the 21st of March.
Within hours, Sied and Wilco filled the plane.
KLM today made history, by being the first airline to reschedule a flight following a request from a user on Twitter as well as entering the Guinness Book of Records for having the highest altitude dance party.
What we can learn from KLM
Listen, listen, listen. However, listening is only the first part of social media. Responding to it is much more important. You can listen and make a report of what people are saying about you on Twitter or on other social media sites…but if you aren’t taking any actions, there won’t be any outcomes. Your customers want to be heard and they want a respond from you. KLM took action and showed us how it can be done. Will this build brand loyalty from their customers? Definitely! Will this attract more customers? Possible! I’m considering using their airlines in the future. That is IF I get go anywhere LOL!
Enjoy the video.