Web Log – (Blog) boosts customer loyalty and employee engagement

To give customers opportunities to voice their opinions, Southwest Airlines, a US airline, hosted a blog where both customers and employees could comment freely on their experience and post videos that expressed their feelings for the airline. One passenger posted footage of an employee entertaining cheering passengers by playing a ukulele during a flight delay. The clip was later posted on YouTube. The blog created many customer and employee evangelists and helped Southwest maintain its ranking...

BPIR Categories

1.1.7 Review customer listening & learning methods
9.7.1 Encourage employee involvement and feedback