Feb 23, 2013

How Southwest Airlines wrangled four social media crises | Articles | Main
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From the article:

“Southwest Airlines flies about 100 million people every year.

With a number of customers that big, “the potential for things to go awry is always there,” airline spokesman Paul Flaningan told an audience at Ragan Communications’ Social Media for PR and Corporate Communications Conference at the Walt Disney World Resort.

Things have gone awry, sometimes in a big way. Yet Southwest has avoided any major wounds to its reputation through quick action, smart responses, active customer ambassadors on social media, and planning. Flaningan ran through four of the biggest crises the airline has faced in recent years and how the communications team dealt with them.”

How Southwest Airlines wrangled four social media crises | Articles | Main.

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Cendrine Marrouat

Cendrine Marrouat is a social media journalist, blogger, coach, curator, and author living in Canada. She is also the founder of Social Media Slant , a blog focusing on social media tips, tools, stats, and news for small businesses and solo-entrepreneurs.

On March 6, 2012, Cendrine released The Little Big eBook on Blogging: 40 Traffic Generation Tips, a comprehensive resource that provides bloggers of all levels with essential information and precise guidance to attract quality traffic to their blogs. She is currently working on an eBook on social media strategies.
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Cendrine Marrouat

Cendrine Marrouat is a social media journalist, blogger, coach, curator, and author living in Canada. She is also the founder of Social Media Slant , a blog focusing on social media tips, tools, stats, and news for small businesses and solo-entrepreneurs. On March 6, 2012, Cendrine released The Little Big eBook on Blogging: 40 Traffic Generation Tips, a comprehensive resource that provides bloggers of all levels with essential information and precise guidance to attract quality traffic to their blogs. She is currently working on an eBook on social media strategies.

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