Amsterdam Ad Blog
Amsterdam Ad Blog

KLM listens

October 7, 2011, AAB


We don’t really like this case film – though Lemz’ new case film voice-over is an improvement – but we do very much like the ‘Live Reply’ concept conceived by Lemz. KLM wanted to convey the message that they have a social media service, which answers all your questions 24/7 through Twitter and Facebook within the hour. That in itself is quite innovative. And communicating it through 140 KLM employees that physically hold up the answer gets easily picked up by the same social media. The only unfortunite thing is that we tried it and only received an answer the next day. We’ll forgive KLM though, since it shows they embrace both new ways of communication and their customers. A lesson to be learned; if you actually listen to your customers, they will be very forgiving.

2 Comments on "KLM listens"

  • Mark Tinglebrand says:

    Really like the idea and I am pleasantly supprised that Lemz came with this. I don’t know if this matches with the prosocial book of Mark Woerde. Because it doesn’t help me as a citizen to make the world a bit better. Maybe listening is the first step for a brand. I am wondering though how many customers have really experienced this service in the way shown in the case movie.

  • ronnie says:

    Great way of listening to your customers!

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