Optimizing the Impact of Please and Thanks

When was the last time you applauded a company?
On a Southwest Airlines flight to Austin for South by Southwest a couple weeks ago, our plane was delayed due to a flat tire. The tire was changed in about 30 minutes, and we were on our way.
The flight landed late in Austin of course, but as [...]

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Disrobing Your Brand One Peanut at a Time

Consumers want to know that there are real people behind your logo. And while the speed and convenience of digital tools make them a natural choice for that type of communication, online isn’t the only available conduit for achieving humanization.
I’m sitting on a Southwest Airlines flight, returning from Austin and the exhilarating and exhausting South [...]

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