KLM’s Use of Social Media

Many companies are trying to figure out how to use social media in their business, and many are tapping in the dark.

KLM, the Dutch airline, has found a very unique way of applying social media concepts to boost customer satisfaction.

This looks very expensive to implement in general, and it would probably not scale. However, for what it’s worth, it deserves attention and – being a road warrior myself – had me smile just watching it.

Watch the KLM Surprise.

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