A Behind the Scenes Look Inside Southwest Airlines’ Social Media Headquarters aka The Listening Center

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Southwest Airlines Social Media

Southwest Airlines Social Media Behind the Scenes

Social media is becoming a bigger and bigger part of how companies, especially travel companies correspond with their customers. In many cases it is more efficient than traditional communication methods and a lot of customers (like me) prefer it.

I have written before about how Twitter can be such a powerful tool when needing a resolution. Not only can you generally reach someone quicker, but I find that Twitter (and other social media) teams are more empowered than before. They aren’t only there to hear your complaint, but also to help resolve it and get you on your way.

A Interesting Look

A few days I stumbled on a local news report from the Dallas NBC affiliate about the Southwest Airlines “Social Media Listening Center”. I’m sure it is probably some sort of native advertising, but I don’t care. You get to see where and how the Southwest social media team makes things happen. It is an interesting video and one I thought some of you might like to see. I was surprised to see just how large the social media department has become and my guess is that it will continue to grow at a rapid pace. You can find the video on the NBC DFW website.

Let us know: How you prefer to correspond with your favorite travel brands? Is social media working for you or do you prefer more traditional methods? Which company has the best social media presence and which one has the worst?


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3 COMMENTS

  1. I like secure message. Citi responds very quickly to those. Chase responds quickly only if it seems they know how to answer the question. Otherwise chase will respond 48-72 hours. I like calling Amex. Their Twitter is fine but sometimes they forget the @ so I never know that they responded. Twitter is best with Hyatt. The best one on Twitter. Twitter is also the best to contact Hilton for me but they have a round about way of answering inquiries. IHG is crap however you contact them. Never stayed at a Starwood property although I had over 100k points early this year. Social media seems to be bad for contacting the airlines. They don’t have customer service.

  2. Hey Shawn I’m sitting on the couch with my mom an were enjoying this wonderful day and events together… I’ve always wanted to be able to travel and it looks like that dream is coming true …thank u for your diligence … I’ve been so frustrated with computer technolwdy …. But I’m over it thanks again

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