Mature Market Experts Gem of The Day: Southwest Airlines and Customer Relations
Mature Market Experts: more mature market news and stats more often – Southwest Airlines and customer relations - As many of you know, I am a huge Southwest Airlines fan. The reason is simple, they understand that I can travel with any airline so they go out of their way to treat me (and the rest of my travel companions) like friends on a travel adventure (See my colleague, Dan Rexford’s thoughts on Southwest).
I recently had a horrendous day traveling from Raleigh, NC to Baltimore … with over 5 hours of flight delays … much of it spent on a Southwest plane sitting on a runway. Needless to say, I was not a happy camper and was ready to put a black mark in my “book” next to Southwest.
By then they redeemed themselves by doing the unexpected. The following email arrived shortly after my misadventure:
Did they have to do this ? No, but they knew it was the right thing to do (in case you can’t read the letter, they apologized for the incident and provided me with a $75 LUV voucher). The best companies pleasantly surprise, even in bad situations. The best companies understand that it’s all about relationships (and not about lip service).
Filed under: Awesome PowerPoints, Mature Market Experts, Tom Mann, Uncategorized, marketing, mature, mature market
All, I should point out that the transcripts to the PowerPoint presentation that you’ll land on if you click thru the “it’s all about relationships” link can be found in the upper left hand corner of each slide. Just click on the “bubble.”