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Video: How Southwest Airlines’ employees start meaningful word of mouth conversations

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day.

If you fly with Southwest Airlines, you might not be surprised to see singing flight attendants or a cookie cake when your flight arrives. In fact, you may have already seen this viral video of a flight attendant firing off jokes during her entire safety briefing. Southwest Airlines is known for fun and friendly stunts like these because they’re dedicated to making memorable customer experiences.

To do it, Christi McNeill, Social and Public Relations Lead, says they follow 8 Steps for Engagement to get their customers, fans, and critics involved in the conversation. They include understanding your audience and competition, research and planning, hiring the right people, finding your voice, and just having fun.

In Christi’s presentation, you’ll learn:

  • Why one flight attendant sat with a little girl for her entire flight
  • How to make an online interaction into an offline experience
  • Why making crisis plans can turn around negative word of mouth

Watch Christi’s full presentation in the video below:

How to lead a social media engagement strategy, presented by Christi McNeill from SocialMedia.org on Vimeo.

To download the slide presentation in this video here.

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Comments

  1. Heidi September 30, 2014 at 10:05 am #

    The link for the slide presentation isn’t working. Can you provide an updated one for me?

  2. bridgettecude September 30, 2014 at 10:12 am #

    Hi Heidi,

    Sorry about that! I’ve updated the link in the post, or you can click here: http://www.slideshare.net/socialmediaorg/brandsonly-summit-how-to-lead-a-social-media-engagement-strategy-presented-by-christi-mcneill

    Have a great day!
    Bridgette from the team at GasPedal

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