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The Power of an Engaged Workforce
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Whitney Eichinger

Overview
• Employee Recognition
• A Company who Cares
• Creating Lifelong Customers
• Sharing the LUV
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Employee Recognition

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Winning Spirit/LUV Mail

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A Company who Cares

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Volume of issues
As the variety of topics to assess
increase, so does the volume of
issues raised to Southwest.
Frequency
Because access to information is
immediate and multi-faceted, the
frequency in which Southwest
receives inquiries has significantly
increased.
Expectations
Expectations of Customers &
Employees for companies to
engage in social issues is
becoming more and more
standard.
Type of issues
More and more topics for
discussion are being brought to
light through social advocacy.
Did you know?
*Southwest Airlines Privileged and Confidential
Growth of
social
advocacy
We used to think, if it doesn’t
affect the airline industry or
Southwest Airlines specifically,
why would we get involved?
Social advocacy is an unwavering part
of our world. Through social media, we
have a window to understand what is
important to our Customers and also
detect possible issues or even problems
that could arise, allowing us to
determine how to prepare or respond.
Outside of our brand, we are able to see
issues that are important to our
Customers, Employees, and the
communities we serve. Those insights
help inform the issues we wish to take a
stand on—both proactively and
reactively.
12 hours
The Southwest Social
Topics Committee is
committed to convening
within 12 hours of receiving
an urgent request for action
We continue to
see consistent
interest in
these topics
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Committee Responsibilities
Reviews
and discusses
social topics
and inquiries
Employs
guidelines to
measure
impact and
perception
Routinely
engages Senior
Executives on
proposed level of
engagement
and responses
The Social Topics Committee reviews, evaluates, and proposes responses to
current social topics raised.​

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Creating Lifelong Customers

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Lifelong Customers

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Sharing the LUV

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Summer with Heart

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Summer with Heart

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Thank You!!!