KLM: Customer support through Social media
Nov 2, 2010, 3:59 pm
#17
Moderator: Aegean Miles+Bonus
Join Date: Oct 2009
Location: AMS / ATH
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KLM geeft kleine cadeautjes weg
KLM geeft mensen die inchecken op Schiphol een 'Little act of kindness'. Zo willen ze onderzoeken hoe blijdschap zich verspreidt.
Check je in bij één van de Foursquare venues van KLM of maak je via Twitter kenbaar dat je met KLM gaat vliegen de aankomende dagen, dan kun je verrast worden met een klein aardigheidje op Schiphol.
Een team speurt Foursquare en Twitter af om te zien bij welke gate mensen zijn. Via Twitter vragen ze waar ze je kunnen treffen om vervolgens een persoonlijk, op maat, cadeautje te overhandigen.
Zo gaf het KLM Surprise team PSV-fan Willem een boekje van New York met daarin aangestreept alle bars waar hij voetbal kon kijken. Hij zou dat weekend anders de wedstrijd PSV-Twente kunnen missen. Zojuist hebben ze KLM-fan Tim een horloge gegeven.
Het is een mooie en sympathieke manier om klanten of potentiële klanten te verrassen. De eerste reacties van ontvangers zijn positief en aan de foto's te zien is er een hoop blijdschap.
KLM geeft mensen die inchecken op Schiphol een 'Little act of kindness'. Zo willen ze onderzoeken hoe blijdschap zich verspreidt.
Check je in bij één van de Foursquare venues van KLM of maak je via Twitter kenbaar dat je met KLM gaat vliegen de aankomende dagen, dan kun je verrast worden met een klein aardigheidje op Schiphol.
Een team speurt Foursquare en Twitter af om te zien bij welke gate mensen zijn. Via Twitter vragen ze waar ze je kunnen treffen om vervolgens een persoonlijk, op maat, cadeautje te overhandigen.
Zo gaf het KLM Surprise team PSV-fan Willem een boekje van New York met daarin aangestreept alle bars waar hij voetbal kon kijken. Hij zou dat weekend anders de wedstrijd PSV-Twente kunnen missen. Zojuist hebben ze KLM-fan Tim een horloge gegeven.
Het is een mooie en sympathieke manier om klanten of potentiële klanten te verrassen. De eerste reacties van ontvangers zijn positief en aan de foto's te zien is er een hoop blijdschap.
Lets try this friday, lol. They have been giving away some nice aviator watches :P
Nov 3, 2010, 4:22 am
#18
Join Date: Oct 2009
Location: Amsterdam, The Netherlands
Programs: Many
Posts: 773
And that's not because someone checked in at AMS but because Tim van Waard checked in.
But please do tell us whether you've gotten anything on Friday...
Nov 3, 2010, 5:22 am
#19
Join Date: Mar 2008
Location: Glaschu
Programs: FB Platinum for Life; BAEC Gold Guest List; Accor Gold.
Posts: 2,549
Cher Cupart, I was under the impression that you considered Facebook's contribution to global society to be about as positive as the Black Death or a major meteorite impact. Or have the Silicon Worms finally penetrated your cranium?
I'm with Aviatrix on this one!
-- H
Nov 3, 2010, 5:26 am
#20
Join Date: Apr 2007
Location: AMS
Programs: A number, but no status no more
Posts: 3,049
Your RH,
I could not agree more. What ever happened to the good old process of using a quill and ink to write to your suppliers! 
But indeed, I am staying nicely away from both Facebook and Twitter ...
Cheers,
GenevaFlyer
But indeed, I am staying nicely away from both Facebook and Twitter ...
Cheers,
GenevaFlyer
Nov 3, 2010, 10:01 am
#21
Join Date: May 2010
Programs: Delta Silver, HH Gold, Accor Gold, IHG Platinum
Posts: 5,340
Nov 3, 2010, 4:25 pm
#22
Join Date: Oct 2009
Location: Amsterdam, The Netherlands
Programs: Many
Posts: 773
Ahh. Tim is the guy who created the KLM account on Twitter and then handed it off to KLM when they decided to start using that web2.0 thingy.
He's using the klmfan account on Twitter nowadays and was advising KLM a bit on that social media hype thingy.
I assume this is the main reason why he got the Aviator watch from KLM Surprises when he was in Schiphol the other day flying with some Danish LLC...
He's using the klmfan account on Twitter nowadays and was advising KLM a bit on that social media hype thingy.
I assume this is the main reason why he got the Aviator watch from KLM Surprises when he was in Schiphol the other day flying with some Danish LLC...
Nov 4, 2010, 2:45 am
#23
Moderator: Aegean Miles+Bonus
Join Date: Oct 2009
Location: AMS / ATH
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So what youre saying is they got the KLM twitter account for free; well, for the price of a watch? Plus all the free publicity for 'giving out watches'. Hmm. Sounds like KLM indeed ;-)
Nov 7, 2010, 2:21 am
#24
FlyerTalk Evangelist
Join Date: Mar 2006
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Programs: Mucci Extraordinaire, Hilton Diamond, BA Gold (ex BD)
Posts: 11,209
With some companies it seems you get a better response using Twitter than conventional means.
e.g. on bmi a quick message to Twitter meant they processed my gold upgrade voucher whereas earlier that day their call centre said an upgrade on that flight was not possible due to business class being full. When I boarded I found I was the only one in business!
e.g. on bmi a quick message to Twitter meant they processed my gold upgrade voucher whereas earlier that day their call centre said an upgrade on that flight was not possible due to business class being full. When I boarded I found I was the only one in business!
Nov 7, 2010, 10:49 am
#26
Moderator: Flying Blue (Air France & KLM), France and TravelBuzz!
Join Date: Jan 2001
Location: Paris, France, AF F+ Rouge pour toujours, Flying Blue whatever, LH FTL, HHonors Gold, formerly proud SCC Executive, now IC Ambassador, BA down to nobody, Grand Voyageur Le Club
Posts: 12,403
As mentioned in July on the AF board, FlyerTalk is indeed mentioned in the Corporate Social Responsibility Report, on page number 37, as part of one of the AF/KL stakeholder groups.
http://www.airfranceklm-finance.com/...hp?fileid=1305
http://www.airfranceklm-finance.com/...hp?fileid=1305
Nov 15, 2010, 12:22 pm
#27
Join Date: Jan 2009
Location: LUX
Programs: BA Gold GGL, Hilton Diamond, FB Grey, Amex MR, Trop Plus Gold
Posts: 851
KLM Surprise
So following the inevitable stream of complaints people seem to make in the direction of @KLM on Twitter, it's good to see they've learned their social media mistakes by launching http://surprise.klm.com - little acts of kindness, but unfortunately with an unrestricted twitterfall of anything that contains the hashtag #klmsurprise.
I genuinely think this is quite a nice idea, if a little bit naïve. It took about 30 minutes for the hashtag feed to get hijacked by trolls, with social media types already ridiculing it.
Have any FTers had a "KLMsurprise" yet?
I genuinely think this is quite a nice idea, if a little bit naïve. It took about 30 minutes for the hashtag feed to get hijacked by trolls, with social media types already ridiculing it.
Have any FTers had a "KLMsurprise" yet?
Nov 15, 2010, 11:36 pm
#28
FlyerTalk Evangelist, Ambassador, British Airways Executive Club
Join Date: Jun 2008
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I wouldn't like my questions or problems sorted by PM because I don't think you can keep a trace, right?
Nov 19, 2010, 7:08 am
#30
Join Date: Mar 2008
Location: Glaschu
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