Love this example of innovative use of social media. And very fitting to find KLM doing things like this. Years ago, when my oldest kids were 2 and 4 years old, we flew from Copenhagen via Amsterdam to Los Angeles with KLM. Mom was already in the US, so it was just the three of us flying that day. In other words, Dad had his hands full. I can still recall many years later, how the KLM cabin crew served meals on that transatlantic flight. Wheeling the carts down the aisles of the 747, they served all the little kids first, then returned to the first row and served the adults on the second pass. Little hungry kids were satisfied, parents had time to help them before they were served a meal themselves, and by the time the adults ate, the kids were calm. This made so much sense; it made everybody happier, and it didn’t cost KLM one extra dime. This is the kind of thoughtfulness that builds customer loyalty. Yet so few airlines actually do this.
Kudos to KLM for providing flying passengers a quality experience. You are the best! The approach applies universally, whether in air transportation, software, or other fields. Understand your customer’s needs, and you may be surprised at some of the improvements that can be made at very little incremental cost.