Tag Archives: Southwest Airlines

Video: How Southwest Airlines’ employees start meaningful word of mouth conversations

If you fly with Southwest Airlines, you might not be surprised to see singing flight attendants or a cookie cake when your flight arrives. In fact, you may have already seen this viral video of a flight attendant firing off jokes during her entire safety briefing. Southwest Airlines is known for fun and friendly stunts…

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3 reasons to proactively apologize to customers

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] Southwest Airlines has an employee with the sole job of apologizing to customers when things don’t go as planned, whether that’s a delayed flight…

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Why a fantastic customer experience matters

Forrester VP and Practice Leader Moira Dorsey and customer experience expert and author Kerry Bodine explain that we’ve entered the “Age of Customer Experience.” Unlike years past, companies need to focus on their customers more than any other part of their business to succeed. They share how companies like USAA, Apple, and Southwest Airlines save…

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Keynote: Southwest Airlines President Emeritus Colleen Barrett on how to inspire employees to earn love from customers

12:45 — Andy Sernovitz introduces author and Southwest Airlines President Emeritus, Colleen Barrett. 12:46 — Confesses that as a 67-year-old she just learned how to email. But she “gets” social media. 12:47 — Let’s have a conversation. People learn from conversations. 12:47 — The company has capitalized on the word LUV. But the term did…

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Word of Mouth Tip #23: It’s more fun to work at a company people love to talk about

It’s more fun to work at a brand, big or small, that is dedicated to earning the respect and recommendation of their customers. It’s more fun to believe in what you do — to know that at the end of the day, if you were able to turn a few strangers into happy customers, and a…

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Southwest Airlines raps its way to word of mouth

Instead of the same lame, monotone delivery of your flight instructions, this Southwest airlines flight attendant raps them to passengers. In the clip below, he starts out saying, “I’ve had five flights today, and I just can’t do the regular announcement again, otherwise I’m going to put myself to sleep.” So instead, he asks for…

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