Feeling the LUV on Facebook

[lreynolds]

The Internet is saturated with social networking sites. Facebook alone has over 200 million members. It’s no wonder that companies are using these mediums to reach their customers. The problem is that most companies don’t use this tool correctly—instead of listening to the customer, they use it to speak to themselves.

Southwest Airlines is an example of a company who understands the value of listening to their customers.

to read more, visit: http://blog.cult-branding.com/2010/03/feeling-the-luv-on-facebook/

[Joe_Paris]

joeparis2000 says: I want to COMPLIMENT JILL, agent #95 out of Oklahoma, for her FIRST RATE customer service on Saturday Mar 6, 2010. I was originally scheduled to return to New Orleans on Mon Mar 8th from a business trip to Phoenix , but due to a family urgency, was asked to return by my family a day earlier, on Sun Mar 7. JILL facilitated this with NO HASSLE and only a slight adjustment ( $36) in fees. My family and I appreciate this very very much and will always fly SOUTHWEST because of the CARING family-like atmosphere fostered between customer service reps and passengers. Thank You, Southwest, for training your customer service reps as you did JILL, agent #95 from Oklahoma, who showed more of a concern for ME and MY needs and LESS of a concern with how many ways she could legitimately tell me NO ! She found a way to YES ! quickly and courteously ! Joe Paris www.tellmeastory.us

[Jo3]

I love Southwest Airlines! However I just found that I couldn't enter the competition to win 2 flights because it wouldn't accept a mobile phone number and that is all I have. In this day and age that applies to a large number of people. Can this be rectified? Jo

[Maria_Radke]

Southwest advertised Pet Freindly flying - Not Even Close!! They say they want to enhance the customer experience for pet LUVing customers! I think not. If letting you get halfway to your destination, then removing you from the connecting flight, having you purchace one of their Pet carriers for $45. Wait 8 hours for another flight to travel the last two hours of your trip, while everyone except one nice gentleman treated my pet like he had the plague ( he slept the whole time- Xanax ) is enhanced service they should try again. This was in January. The have been " reveiwing " the whole complaint/experience since then. Not exactly a fast response either!!!

[Vicki_Blackshea]

I recently flew from KCI to LAX on flight 204 that departed from KCMO at about 4:30p and I can't remember the flight attendants name but it was a guy and he made the flight absolutely enjoyable and fun, I've had great flight w/SW and look foward to flying with you guys again anytime day or night. Keep up the great work and I 'll be sure to tell a friend and please keep that humerous flight attendant on board! Sincerely, Vicki Blackshear 3.15.10