What We Learned from the Southwest Airlines Social Media Crisis
What Southwest did right and wrong during their massive outage and subsequent social media crisis, with letter grades from Jay Baer.
Why Brand Stories Must Move From Fiction to Nonfiction
Millennials and live video will force companies to embrace documentary-style communication in 2017—next year’s big marketing trend, says Jay Baer.
6 Unforgettable Lessons from Southwest Airlines Social Media Crisis
What Southwest did right and wrong during their massive computer outage and subsequent social media crisis. 6 lessons and letter grades for each, from Jay Baer.
Are You Worthy of Social Media? The 2 Types of Talk Triggers
The single most important element of your social media program is making your company worthy of discussion. We don’t tweet meh. We don’t upload blah to Facebook. We use social media to express feelings that are at the opposing poles of fascination and frustration. So why do so many companies toe the line of average, […]
Social Business Is About Actions Not Words
Update: Southwest wrote about this blog post in their in-flight magazine a couple months later. Cool! 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 […]
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, […]
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 […]