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Southwest's Teresa Laraba talks about the role of Customers in a brand

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The Brands That Travel web site recently spoke with Teresa Laraba, our Senior Vice President of Customer Service, about the following topics:


·How the Southwest corporate culture has changed over time (2:27)

·The unique way Southwest manages its culture across 68 locations (6:40)

·The reality series "Airline," and the outcome of Southwest's participation (11:01)

·Her opinion on the new DOT 3-hour tarmac regulation (12:39)

·The role social media and real-time communication plays in customer service (14:10)

·Her experiment with assigned seating and the customer reaction (18:17)

·The Traveling Five (20:30)

Click on the link above to listen.