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Southwest using web 2.0 tooling for customer engagement
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One Comment
Not just outbound messaging on their blog, they also appear to scan broader blogsphere for customer input.
I am a big SW customer - and fan - and mostly write positive things about them. But I wrote a negative post in January, and Paula from their blog proactively reached out to me and followed up with their internal customer service which had taken a while responding to my letter.
I am surprised more companies don’t invest in a small staff to scan what is being said about them and engage with those customers/commenters
Of course, till tech vendors do that first not sure why we should expect “old economy” companies to…
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