Airlines in the modern world seem to use social media one of two ways. Â Either as an effective marketing tool with no ability to handle any customer service functions, or as a customer service tool with little-to-no ability to market effectively. Â There are a rare few airlines that can do both of these things and one of them is Southwest. Â Recently, theyÂ began operations in their new Listening Center, a kind of “social media command center” and I had a chance to see how it works.
Social media platforms like Facebook, Twitter, and Instagram have become so ingrained into many of our lives. Â We have access to them on our phones, tablets, and computers – even on watches – that it becomes so overwhelming.
In some forms it is a great way of sharing things with others, like what you are doing or where you are going. Â However, it is also a great tool in getting a message across or being able to get some things fixed. Â As social media has grownÂ over the years, it has become more and more apparent that businesses need to address these platforms as a separate communication tool and start to use them effectively. Â The Listening Center at Southwest is the first of its kind and is staffed by up to nine people at a time.