I had the privilege of flying Southwest Airlines for the first time last week. I have to say that the personable demeanor and attitude of the staff (both in air and on ground) was refreshing. Your story reiterates the values that are being taught at Southwest. The small gestures possess the ability to have a lasting impact to those on the receiving end.
I also have to comment on the Southwest Airlines blog. One of the vital aspects of an effective marketing program is consistency. You guys have proven to be successful in conveying a cohesive message, because you "practice what you preach." This blog is informative, yet personal. It gives travelers a brief insight as to what they can expect to receive from their Southwest Airlines flying experience.
Your blog is an extension of your user friendly website. All of the tools are accessible and easy to manipulate. It enhances your company message, which from a consumer's perspective, appears to value relationship building. While on my first Southwest Airlines flight, I was "entertained" by the flight attendants. They were fun, but most importantly, they were honest. I felt that I was experiencing who they truly were. That's the image and feel of your website and blog. Marketing who you are as a company and a people allows you to stand out from the rest. Congratulations on a job well done!
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