et Lag Johnny checking in with my new
feature “Trains, Planes, and Automobiles” Note I am stealing this title from
one of my all time favorite movies.
Watch the movie sometime and let me know what you think. I find every time I watch I find what’s beautiful
in our humanity and what’s wrong so very often in customer service. Regular readers know that I look when a company
executes well and you all know my all time favorites are In n Out Burger and
Portillo’s here in Chicago. If you didn’t know this one look at my waistline
and you’ll know I’m and expert. I digress,
going back to my earlier theme I want to share with you a company that
addresses both the best in human nature and customer service. I just LUV Southwest airlines.
Southwest’s traditional MSM outreach
is the best and they even do a great job with good ol’snail mail. I actually know that I will get at least
birthday card in the mail every year from my friends at SWA. Southwest is in possibly the toughest
industry when it comes to exceeding customer service. So often Mother Nature
works against their best efforts and the worst in our nature holds them
responsible. Through an active social
media presence SWA works to make the best out of the worst.
The staff dedicated at SWA to the
primary social media channels of facebook, twitter, Pinterest, and Instagram
includes ten full time staff members.
They have almost 2 million likes on facebook and 1.2 million followers
on Twitter. Pretty impressive for a
company in an industry that battles the halitosis of air travel is supposed to
make you crabby.
It’s not so much that they are active
in social media, it’s how their active and the spirit of SWA that they bring to
it. Southwest looks as social media as
social business and they are all business when it comes to being social.
Christi McNeil head of Southwest’s social media efforts puts it this way, "everything we do in social media is rooted in core company values in
being fun loving, warrior spirit, fighting to get things done then having a
servants heart to do the right thing at the right time. They just don’t make excuses or false thanks;
they make sure the customer knows they care and do everything within their
power to make things right.
As we head into the
Christmas week Southwest is anticipating its largest number of social media
interactions ever. 2102 saw a 75%
increase during this period in 2011 and they anticipate at least this much if
greater growth this Christmas travel season.
Regardless of the platform they are using Southwest has integrated Salesforce
ExactTarget
Marketing Cloud to help manage their efforts this year. I am looking forward to hearing great things
from them again this year. Again Southwest is about the customer not excuses.
From its inception from an idea drawn on a
cocktail napkin (original social mediaJ)
I have simply LUVed the way Southwest has made me a fan. Check out their blog “Nuts About Southwest” @ http://www.blogsouthwest.com/
See you
in Wichita!
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