Southwest Airlines: They Get It

I had the pleasure of flying on my first Southwest flight this month and I can tell you it was the most fun I’ve ever had on any flight, ever.  From the minute I boarded the plane, it was clear that things are done “just a little bit differently on Southwest.”

 

Our flight attendants were awesome. They kept us entertained throughout the flight with commercial breaks that included jokes and stories and jokes, and a finale that left every passenger smiling.

The entire atmosphere on the flight was so different. Relaxed. Happy. Fun. It didn’t matter that many of us were tired, squeezed into tiny seats, and fighting for the armrest —the atmosphere was upbeat. For six hours, we were part of a community in the sky. Very cool – and I know, it was a “had to be there” kind of thing, but since returning home, I’ve done some digging into the way Southwest does things. And I wasn’t surprised to click around this morning and find this:

“This month, LoudDoor has taken the latest data to reveal the airline with the most loyal fans on Facebook. Based on their NPS® (net promoter score), the following are the Top 10 brands…” Not surprisingly, Southwest came in at number one (they have nearly 4 million Facebook fans!)

“The business of business is people,” is the mantra of Southwest’s co-founder, Herb Kellerher. Southwest is known for its positive culture, emphasis on employees, and maintains a strong focus on the fun loving “business of people.”

The airline has not only nailed it on creating a unique (fun) brand, they have consciously developed a customer-centered culture that gives them the edge over their competition.

It’s the little things.

 

 

They have fun.

 

 

They’re creative.

 

They communicate with their customers.

Southwest’s blog “Nuts About Southwest” is the social media hub for the airline. On the blog, Southwest’s army of employees keep the content fresh with updates at least once a day. The articles keep customers updated on what’s new with the airline, and consistently shows off the company’s culture. Posts like “What would you do if you woke up to find a dead squirrel in your toilet?” are guaranteed to get readers signing up for more. Their message is consistent across all their social networks, their blog and their website.

Southwest Airlines just gets it – where others don’t. They’re creating memorable experiences, collecting raving fans – and putting a few dollars in the bank along the way.

Would love to hear your experience on Southwest, or with any other business you think “gets it.”

Why do some businesses lead the way, while others are stuck in the dark ages?