KLM's Social Surpise Experiment

Recognising that airport travellers are bored, and will appreciate almost any kindness, KLM deployed a team of people to identify those checking into Foursquare or tweeting about waiting for a KLM flight. The team then nosed around the users' profile a bit and took a stab at giving them a little surprise gift that matched their interests.

Aside from just being a nice thing to do, it also allowed these bored and kindness-starved travellers to tweet enthusiastically about the great KLM experience while continuing to hang around at the airport - a lovely bit of behavioural insight.

(via Digital Buzz)