When companies want to thank their loyal customers, the first thought is to bombard them with trinkets and trash – little gifts companies buy in mass quantities complete with logos, corporate colours and sadly, almost no value to the customer whatsoever. In the past, it was really difficult to really get to know individual customer interests so we were forced to purchase one gift for everyone and the lowest common denominator (and lowest price) ruled the day of customer appreciation. Luckily, we can kiss this approach (and the logoed golf shirts that came along with it) goodbye.
When you combine the new tools that give us greater access to our customers’ interests with the real time updates of their lives that are available, the potential to truly surprise and delight customers is unprecedented. And that’s not just good for customers. It’s also good for business.
KLM gets it. Do you?