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I found a couple of ways, recently, where airlines proved they want me to be their customer.

I was flying KLM Royal Dutch Airlines, from Amsterdam to New York.  At the waiting area near the gate was a huge whiteboard, KLM’s wall of inspiration, with a heading “Things to do in New York.”  The flight crew was there, encouraging all passengers to participate by writing what they should do in the Big Apple.

The entire crew, other than the pilots, was there to interact with the passengers before the flight and engage them in an inspirational activity related to their pending destination. They even took a Polaroid picture of me writing on the big board and handed it to me with a “Thank you for your inspiration!” card.

I had never flown KLM before – but would certainly look for an opportunity to do it again.

Then, once I got home and was going through a couple weeks of mail, I came upon a piece from Southwest Airlines, celebrating my “Cardmember Anniversary.”  I didn’t even know there was such a thing, even though I’ve been a Rapid Rewards member since 1997.   Come to think of it, I also get an annual birthday card from Southwest.

It’s fair to say Southwest and KLM made me feel special and proves that it’s much easier to keep a customer than to find a new one.  I’m sure there are other things companies are doing to have fun with and thank their customers without being too over the top.

Scott Hanson
Scott Hanson
President Scott is president of HMA Public Relations and a founding member of the Public Relations Global Network. He’s a Phoenix native, husband, father of two and a fan of all sports and a participant in some. Check out Scott's full bio


  1. going to be leaving on a jet plane (Southwest) on Friday. It really is the attention to detail that makes all the difference.

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