KLM Surprise

KLM launched a great Social Media Customer Engagement campaign which involved monitoring people who check in via foursquare for flights or tweet about waiting to board the next KLM service, and they called it “KLM Surprise” as their aim was to bring random surprises and happiness to the boring wait for flights.

Once the customer was chosen for the KLM Surprise, the team would then come up with the perfect (small) gift based on the customers various social networking profiles. The gift would then be hand delivered to the surprised customer at the airport gates.

Greeting your customers and thanking them for visiting your business after they’ve checked in is, of course, a best practice for any company using foursquare, but KLM Surprise takes it to a whole new level. The personal touch that’s exhibited through each of the interactions shows that the KLM team is really looking to make peoples days while they’re traveling, and that goes a long way to “spreading happiness”.

Twitter on Airtel

Airtel leans hard into a simple story. Twitter is now on your phone as an SMS habit, and Airtel wants you to associate that convenience with its network. Three TVCs carry the message with different scenarios. Sky Diver, Hitch Hiker and Guitar.

Sky Diver

Hitch Hiker

Guitar

The tie-up. Twitter via SMS lands in India

Twitter is available via SMS in the US, Canada, UK and New Zealand. With a tie-up with Airtel, it now ventures into India. This exclusive period lasts four weeks, after which other service providers in India also start offering the service.

What Airtel is really doing with the ad series

To fully exploit the exclusivity window, Airtel runs a series of ads designed to make consumers associate Twitter with the Airtel brand. It is a classic “own the launch” move. Be the default mental link between the new behaviour and the network that enables it.

The product detail that makes it feel frictionless

The deal enables Twitter to send below-140-characters tweets at the rates of regular SMS messages and receive them for free.

Kudos to the creative team from Rediffusion Y&R.


A few fast answers before you act

What does “Twitter on Airtel” mean in this context?

It means tweeting and receiving tweets through standard SMS, positioned as a simple mobile habit that works on Airtel during an initial exclusivity window.

Why run multiple TVCs for the same message?

Because repetition needs variation. Multiple scenarios help the “tweet anywhere” behaviour feel broadly relevant, not tied to one type of person or moment.

What is the commercial intent of the four-week exclusivity?

To own early association. If people learn the behaviour through Airtel first, Airtel becomes the default brand people link to “Twitter by SMS” even after competitors launch it too.

What is the key lesson for partnerships like this?

Product access is not enough. You have to teach the behaviour quickly, at scale, while you still have the right to say “only here”.