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“Extreme Customer Service”: The Most Effective Social Media Strategy

lreynolds
Frequent Flyer A

I recently went on a business trip where I encountered “extreme customer service” every step of the way.  I was so delighted that I rhapsodized about my experience via Twitter and Facebook during and after my trip.  I’m hardly alone in using social media as a way to instantly communicate my pleasure (and sometimes displeasure) to a circle of friends and followers.

Given the freewheeling frontier of Web 2.0, it’s clear that the most effective social media strategy that brands can employ is to focus on delivering “extreme customer service” or better yet, an “extreme customer experience,” encompassing an individual’s total experience of a brand not just the customer service aspect of that experience.

On the aforementioned business trip where everything that could go right did, I happened to be flying Southwest Airlines.

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