How Southwest Airlines Is Connecting With Customers Via Social Media

social media expert interviewIn this video I interview Christi McNeil, emerging media specialist and spokesperson for Southwest Airlines. She handles the online media relations and is the voice behind the Southwest Airlines Twitter account.

Christi talks about how to use social media to connect with customers by sharing behind-the-scenes stories, covering breaking news and seizing opportunities to connect with customers on a deeper level.

Be sure to check out the takeaways below after you watch the video.

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It Pays to Listen: Avaya’s $250K Twitter Sale

social media case studiesAvaya can hear you. Maybe you just praised the communications giant online – or took its name in vain. Whatever you said, it’s on the company’s radar.

At a time when businesses are using social media to promote content and start discussions, Avaya has found that listening trumps talking.

“We’re listening to social media and responding,” said Paul Dunay, Avaya’s social media ringleader, who is global managing director of services and social media marketing.

There is no Tweet that goes unturned. No forum post that goes unturned where our name is mentioned.”

What began as a way to engage and support customers has evolved beyond even Avaya’s expectations. And if Avaya ever doubted its investment in social media, those concerns are now put to rest.

A recent quarter-million–dollar sale, which began on Twitter, soundly answered that question.

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