Tweeting directly from an empty hanger in the Schiphol airport, KLM Royal Dutch Airline addressed travelers' concerns in an attempt to maintain faith in the airline with the 12-Hour Human Tweet. Each of the airline staff was formed into a line and given a letter of the alphabet to hold as the team physically spelled out responses to each tweet directed at the airline. For 12 hours straight, the passengers had this Dutch airline staff’s undivided attention.
This interactive technique is a wonderful way to use social media to advance business, bringing a much more human connection to users with personalized tweets and thoughtful responses. Taking the time to answer every inquiry, the 12-Hour Human Tweet was KLM’s shining moment that proves there is still a very human element to big business that sometimes gets lost in the brand.
Why This Trend Is Growing
- Interactive Social Media
- This trend shows the potential for businesses to engage with customers in a more personal and interactive way through social media.
- Human Connection
- This trend highlights the importance of creating a human connection with customers, even in large-scale businesses.
- Personalized Customer Service
- This trend emphasizes the value of personalized and thoughtful customer service experiences.
Industries Being Reshaped
- Aviation
- In the aviation industry, companies can explore interactive social media strategies to better engage with customers and address their concerns in a more personalized manner.
- Hospitality
- The hospitality industry can take inspiration from the human connection demonstrated by KLM Royal Dutch Airline, using social media platforms to provide personalized and thoughtful responses to guests.
- Marketing
- In the marketing industry, businesses can utilize interactive social media campaigns to create an authentic and human connection with their target audience.
