When I first came across the KLM Surprise idea, I thought “cool customer service”, “very modern approach” and “nice use of a Social Media campaign”. It seems KLM engages in how to make their clients happy, how to understand personalized customer service of the future and how to use social media to reach out to their clients one step ahead.
On a second thought, clients could be overwhelmed in a negative way. The approach of the airline might be seen as “social media stal….”. Shall we really use this phrase? Is there some validity in it?
The idea implements all aspects and features of an advertising campaign, and the KLM claim for me seems to be: modern social advertising. Or as the brand puts it: KLM is “committing little acts of kindness because we wanted to discover how happiness spreads”.
Nothing bad about it in my eyes. I like the idea in some way…
Nevertheless, my question is: Is this modern social advertising approach going to far? Is it addressing too much the human characteristics of personality and individuality? Or is it just the modern way of personalized advertising? Some kind of the future of Social CRM?
Know what?! Let’s discuss it! Watch it and give us thoughts….