Optimizing the Impact of Please and Thanks
- March 31st, 2009 | Written By: Jay Baer
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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, [...]
Tagged as: customer experience, social media, social media customer service, social media ROI, southwest airlines, zappos
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Disrobing Your Brand One Peanut at a Time
- March 18th, 2009 | Written By: Jay Baer
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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 [...]
Tagged as: conversation marketing, humanization, integrated marketing, social media, Social Media Marketing, southwest airlines, word of mouth marketing
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