KLM "Surprise"
Dec 13, 2010, 3:10 pm
#1
Original Poster
Join Date: Dec 2007
Programs: A3*G
Posts: 147
KLM "Surprise"
A nice video from KLM on their "Surprise" experiment ... contrast to AC/AP gutting E benefits, I think I'll be Flying Blue more next year!
http://www.youtube.com/watch?v=pqHWAE8GDEk
http://www.youtube.com/watch?v=pqHWAE8GDEk
Dec 13, 2010, 3:40 pm
#2
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
A nice video from KLM on their "Surprise" experiment ... contrast to AC/AP gutting E benefits, I think I'll be Flying Blue more next year!
http://www.youtube.com/watch?v=pqHWAE8GDEk
http://www.youtube.com/watch?v=pqHWAE8GDEk
KLM probably is one of the last carriers Iīd choose to fly, mediocre Y, decent C if you havenīt taken notice of the changes in the last 15 years in the industry and no F.
I can think of two dozen FFPs Iīd rather join than Flying Blue.
Dec 13, 2010, 3:51 pm
#3
FlyerTalk Evangelist
Join Date: May 2000
Location: Little dot in Asia
Programs: AA-EP, TK-*G, HL-DM, HY-GLO, MR-LTP
Posts: 25,932
I can only manage sector count as their earning on discounted fares is zilch .. well 25% is zilch anyway!
Dec 13, 2010, 5:05 pm
#5
Join Date: Sep 2010
Location: Toronto Canada
Programs: Aeroplan SE, MP Diamond, OW Emerald, HiltonHoners, Fairmont Presidents,SPG Gold
Posts: 68
A nice video from KLM on their "Surprise" experiment ... contrast to AC/AP gutting E benefits, I think I'll be Flying Blue more next year!
http://www.youtube.com/watch?v=pqHWAE8GDEk
http://www.youtube.com/watch?v=pqHWAE8GDEk
Great video and a perfect example of engaging your customers.
Dec 13, 2010, 8:01 pm
#6
Join Date: Dec 2007
Location: Body in Downtown YYZ, heart and mind elsewhere
Programs: UA 50K, refugee from AC E50K, Marriott Lifetime Plat
Posts: 5,132
I think it's brilliant. What a wonderful and happy surprise to be treated that well by an airline. It shows that a small thing can make a good impression.
Good job KLM! ^
Dec 13, 2010, 8:21 pm
#8
Join Date: Jul 2001
Location: YYZ
Programs: AC SE100K, HH G
Posts: 2,454
It's very good -- but the people being happy is only a small part. (Look at how much effort went into every single gift!) The point is in the closing seconds: more than 1M views on twitter feed alone. Choose customers active in social media, make them happy, and many, many more people will hear about their happy experiences. It's the power of word of mouth to the nth degree.
Dec 13, 2010, 9:10 pm
#9
FlyerTalk Evangelist
Join Date: Dec 2003
Posts: 13,145
I took KL C last year AMS-YYZ and it was okay. Seat was comfortable enough for a daytime transatlantic and food was average (worse than AF C IMO). But overall the trip was nothing worthy to write home or get excited about.