I gotta give Southwest a little praise, I just had one of the best customer service experiences of my life. My company's email server went down this past week (major pain). So when I booked my flight on SW for a trip to Houston, I didn't get the confirmation email with all the useful Flight numbers etc etc. I called up their 800 number and *gasp* I didn't get put into a phone tree. I was routed immediately to a customer rep. I froze for second trying to remember why I called. When you're expect a game of telephone Guess Who? a human voice can be quite a shock.
So this post just goes to show that good, old-fashioned customer service can create some worthwhile buzz marketing. Well...OK, maybe not be as useful as an article on Boing Boing or the like but it has to be worth something.
I should also mention the revamped SW website is very sleek. Definitely Web 2.0.
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