Southwest & Twitter

Bradley Savoy May 20, 2008

As anyone who travels as much as me knows, air travel has become a bit of a joke these days. Its a bit of a combination of a bus ride and a nickel and dime carnival. One airline has continued to stand at the top of the customer satisfaction surveys, and today Southwest did it again.

While I won’t go into the laundry list of reasons as to why they continue to beat everyone else, one reason that touches my world is their use of Twitter as a vehicle for their customers to voice concerns and give compliments back to the airline. This ties back into my earlier post on Voice of the Customer and demonstrates Southwests ability to utilize “cutting edge” technology to achieve a competitive advantage over their competitors.

Now if you don’t really understand Twitter (I’m still not sure that I grasp it’s power yet either) then check out this one from Michael Specht which is one of my favorites.

Follow Southwest’s lead. Use multiple channels to join in the conversation with your customers, and you may soon find your customers are as satisfied as theirs.

Posted in Human Resources Analytics