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404 southwest presentation 404 southwest presentation Presentation Transcript

  • Southwest Flies High in Area of Media Convergence
    Calli Babcock
    Michelle VanOsdol
  • Background
    Established in 1971
    3,200 flights/day
    35,000 employees
    78% of SWA customers check in online/kiosk
  • Media Platforms
    Twitter
    Blog: Nuts About Southwest
    YouTube channel
    Flickr
    iPhone app/Ding
    Facebook
  • Twitter
    @xaviercc04 I'm sorry to hear about your experience. Please do send us a letter so we can get the full story. ^CM
    @texandrew5 We just closed our internship applications for Spring 2011. Stay tuned for Summer 2011 opportunities! ^CM
    We'll pick our fave reasons & bring the winners to Dallas to play in our annual #LUVClassic Golf Tournament! http://cot.ag/dAFewa
    Oh, and their golf clubs fly free! Grab your golf bag, it's on! #LUVClassic
    http://twitter.com/southwestair
  • Nuts About Southwest
    Polls, videos, podcasts, customer posts
    Hub for all other media platforms
    October 2009 Best Blog (PR News Platinum Awards) for 3rd year in a row
    http://www.blogsouthwest.com/
  • YouTube Channel
    Customer relations
    Entertainment
    http://www.youtube.com/user/NutsAboutSouthwest#p/a/u/1/nRGzTgqR9CU
    http://www.youtube.com/user/NutsAboutSouthwest#p/f/23/ZjikovLphCI
  • Flickr
    Discussion
    Plane Enthusiasts
    1,000 Members
    Photos used on other platforms
    http://www.flickr.com/groups/southwestairlines/
  • iPhone app/Ding
    Insider deals & information
    Book flight – Check flight status – Check In – Car reservations
    Free application
    For iPhone or desktop
    http://www.southwest.com/cgi-bin/systray?action=download&refId=2006050000000051&ref=ding_info
  • Facebook
    Contests/Sweepstakes
    1 million ‘Likes
    Bags fly free promotion
    http://www.facebook.com/Southwest?v=app_154958661185020
  • Effective or Not Effective?
    Effective
    Include various platforms for customers to interact with
    Helps create customer loyalty and building of a “culture”
    Fun and family-orientated theme
  • Our Suggestions
    Facebook customer concerns
    Monitoring criticisms/negative comments?
    Do you have any suggestions for Southwest and their use of media convergence?