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December 14, 2011 Written By: Leave a Comment

Social Business Is About Actions Not Words

Social Business Southwest airlines

I cried a little on a plane last week. It wasn’t due to a delay, an uncomfortable seat, or peanut salt getting in my eye. It was because I saw a shining example of “social business” at work in the real world. Mid-way on a Southwest Airlines flight home from a speaking engagement in Ft.

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March 31, 2009 Written By: 32 Comments

Optimizing the Impact of Please and Thanks

social-media-thank-you

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,

Filed Under: social crm, social media case studies, Social Media Marketing Tagged With: , , , , ,
March 18, 2009 Written By: 19 Comments

Disrobing Your Brand One Peanut at a Time

social-media-disrobing-your-brand

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