A strong alignment between communications and customer service functions helps Southwest Airlines deliver a cohesive message and positive experience to consumers.
On January 27, a Southwest Airlines plane carrying 118 passengers skidded off a snow-covered runway in Spokane, WA. No one was hurt, though the incident closed the airport. Seamless integration of communications and all customer touch points let Southwest deliver consistent messaging and manage the situation quickly and effectively.
"Even if the wheels fall off, customers will be impressed ...