ability to control the conversation which actual strengthens their brand by being transparent. Thisgives the customers satisfaction that they are not trying to hide anything from them. This wasn’t the first time they had to do this, when Southwest was having trouble with the FAA the most up
Milestone One: Organization Profileto date information was posted to their blog for employees and customers to see. By having a good transparency customers aren’t worried about a crisis. By having these social media platforms the employees are able to build a relationship with their customers which favors the business. ConclusionSouthwest airlines culture and their ability to communicate with their customers is a business model that other airlines should start to adopt. With a team dedicated to blogging and communicating both internally and externally keeps employees engaged and customers happy. Inthe given provided example Southwest was able to get ahead of the story and communicate what is going on in real time gave them the ability to stay in front of the story. This obviously isn’t something that customers want to hear but they are happy that Southwest is transparent with what is going on. References Mukund, S. (2014) Southwest Airlines operations- A strategic perspective.Retrieved from -
Milestone One: Organization Profileperspective/ Paula, B. (2008) Nuts about online communication. Retrieved from Southwest Airlines. (n.d.) About Southwest.Retrieved from -ABOUTSouthwest Media. (n.d.) Gary C. Kelly. Retrieved from Southwest Media. (n.d.). Linda Rutherford. Retrieved from
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