Dear Southwest: Let’s Solve the “Fat” Problem Once and for All. Here’s How.
Dear Southwest Airlines: Your loyal customers LUV you because 1) throughout your history, you have always been an industry innovator; 2) your business model is to keep things lean and simple; and 3) you run your operations based upon a winning strategy of positive relationships.
But you messed up over the weekend with the Kevin Smith blow-up.
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Simpliflying.com: Imperatives for Airline Social Media Policy
With Dave Carroll’s third public spanking of United Airlines just around the corner, and yesterday’s sudden, incendiary hoopla over Southwest’s eviction of actor/director Kevin Smith from an L.A.-bound flight, it appears that the airline industry still hasn’t learned the most important lessons concerning the implications of social media on the reputations of large companies.
Over at Simpliflying.com, Rachel Levy provides guidance at the 20,000-foot level in her excellent blog post “Five Imperatives For Your Airline’s Social Media Policy.” Job #1 is, of course, to 1) thoroughly understand the external and internal business implications of social networking, and then 2) articulate a policy regarding the use of social networking in the workplace (including customer-facing functions), and as a business tool.
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