How to attract loyal customers like Southwest using Social Media

How to attract loyal customers like Southwest using Social Media


How to attract loyal customers like Southwest using Social Media


Hey Social media lovers,

I have a confession…. I am a Southwest airline LOVER, and I don’t care who knows! For many years I have been committed to Southwest, and I utilize them to travel 98% of the time (only use other airlines if they don’t fly there). Recently I flew to Los Angeles with Southwest and had quite an adventure.

The adventure begins with me flying out of Reagan International in Washington DC. This is the first time I have ever flown out of the airport and wasn’t happy. I had a direct flight to LAX. As usual, we checked bags, got on our flight, enjoyed the snacks Southwest provided along with their wonderful staff. In my opinion, Southwest staff does a great job with providing exceptional customer services.

When we got to LAX, we waited for our bags as usual. One bag came and was were waiting on number two. Waiting, waiting waiting……. NO BAG. [insert confused face]. Now we checked the bag together so where in the ham sandwich is the bag. Needless to say, the loss bag nightmare came true for the first time in my life. I have NEVER been a victim of a loss bag lol, and I was upset that I had become one.

Southwest Customer Service Wins

Southwest, of course, has a customer service desk, and they were able to locate where our bag was, LUBBOCK TEXAS! WHERE THE HECK LUBBOCK IS and WHY my bag is there, I have no clue. The Southwest employee ensured us that the bag would be on the first plane the next day, and they would deliver it to our hotel. Great and all but I am still upset.

Here’s where the Social Media part comes in.

This situation could be a turn off to EVER fly with Southwest again. But again this is the first mishap, and I am not overly dramatic like that. However, I did take to Twitter to share how unhappy I was with the situation. I did it in a very professional way because bashing a brand is never a good idea. It was 11pm in LA when I tweeted them, and I did expect them to tweet me back but not until the next day. NO 3 mins later Southwest tweeted me, followed and inboxed me to address the issue. I was so surprised that they had someone to address issues immediately that is posted to social media.

What can you learn from Southwest Social media

There are a few things you can learn from southwest social media,

1. Southwest understand the value of social media and customer relationships. Social media platforms can either hurt or harm a business and understanding this as a brand is important. You should always value the power in social media just as Southwest did.

2. Southwest understand the importance of being available to their customers via social media. Although you may not have the capacity to have someone monitor social media 24 hours a day, it is still important to understand you should respond and be available to your customers.

3. Southwest knows that social media has become one of the biggest marketing outlets for brands. They utilize various platforms to market their brand. They also use various platforms to allow their customers market for them. If you go on Southwest Facebook page, you will see various reviews (good or bad) from customers. They address each one which is a great marketing strategy. Utilize social media not only to market your business but allow your customers to market your business for you.

There are tons of tips and tricks you can learn from Southwest as it relates to social media. One thing you can learn is that Southwest is committed to ensuring their customers remain loyal, and they have nailed it by utilizing social media platforms.

This is not a sponsored post (but if you know someone at Southwest share this with them lol)

Tammira Lucas, MBA
Written by Tammira Lucas, MBA

The 2015 Small Business Innovator by Baltimore City Chamber of Commerce, Tammira Lucas is a Mompreneur who is quickly emerging as a trailblazer among professionals and a powerful voice for women teaching them Business, Balance and Babies. Tammira is the CEO The Business Dr. Consulting Firm, CO-Founder of Moms As Entrepreneurs, Author, Speaker, Philanthropist and Professor. Tammira has been featured on Forbes Top 10 Entrepreneurial Websites for Women, and 10 Best Career Sites for Women. The BOSS Network and Jet Magazine. As a mom, wife, and entrepreneur Tammira loves to help women/ moms jump hurdles to success while learning the art of balance, business and babies. Tammira has also been recognized by 92Q as one of 2014 Baltimore’s Top 30 Under 30 and Baltimore’s Fab list.

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