A smile can go a long way! When companies come up with customer care ideas, customer satisfaction is at the top of their agenda! A friend recently showed me how some companies are using social media - KLM to be specific. The campaign is not intrusive - and yet you don't mind it 'intruding' your time at the airport! An amazing way to thank people for talking about your brand.
When you're at the airport and getting bored, think about what it would be like if your airlines did this!
The idea of the campaign was to just spread a smile! And I think it worked brilliantly. The little things that a brand does to make you feel special gets you talking about the brand. If the idea touches those who have not gotten gifts (like me), its even better for the company!
From a digital marketing point of view, if the company had a video on their website (instead of YouTube), it would give the website some SEO benefits when it was shared on other websites or blogs (like this one). Of course, if KLM marketers have tweaked the embeddable code, then even this video embed should prove advantageous to the company website.
Regardless, considering that the prime focus of the campaign was to gain brownie points from customers, the company has done extremely well! After all, who wouldn't like a little surprise when travelling?