Leveraging Blogs and Social Media to Build Brand Loyalty; Insights from Southwest Airlines

Few would argue with the conventional wisdom that beating disgruntled customers to the punch is paramount for effective social CRM—your organization undoubtedly benefits from your ability to preemptively address customer complaints and concerns via new media. But truly owning the message goes beyond a proactive effort to control outcry, and a successful social media strategy must assure that all corporate communication improves the brand and engages your target audience. As you work to improve customer engagement and drive conversions through blog updates, YouTube videos and social media statuses, join Brian Lusk, leader of Southwest Airlines' renowned, award-winning blog, in assuring the message you deliver is one that keeps your customers on your side.