CUSTOMER SATISFACTION

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    Since 2014 when Southwest Airlines opened up its new listening center at the company head quarters in Dallas, TX their customer satisfaction has sky rocketed. The Listening Center is a section of the company that is dedicated to customers and employees 24/7 answering questions and helping them out in any way. The center was created to enhance the customers experience while traveling with the airline by engaging with the customer and listening to their needs and concerns. the listening center uses technology that helps sort through key words and hot topics found on the internet to efficiently respond to customers. this aspect has been a key player in the success of the listening center. 

    Southwest has done a great job evolving their company with the ever-changing outside environment such as social media. This listening center was opened at the peak of social media to enhance the company relationship with its customers and make them feel like they are being listened to. Southwest knows that customers response time especially in this busy world, is very important to the customer. The age of social media has changed the lens in which customer service used to be seen from. It longer should take companies days or month to respond to an unhappy customer and that is what the Listening Center is based on. Southwest Airline has an average of a 15 minute response time on social media. 

    Southwest mainly uses Twitter and Facebook to interact with its customers. They receive over 2,300 tweets and 1,900 Facebook posts per day. With the influx in social media and the importance for companies to stay active, southwest as done an amazing job balancing it all. With the extraordinary work of the listening center, southwest has the most likes and followers of any U.S airline. 67.7% of Southwest airlines social mentions come from Twitter and has 2.1 million followers on that platform alone.

    Southwest may not be the biggest airline today, but they are a great example for excellent customer relations and it shows. 


http://abcn.ws/2hJuLbX Here is the link to a video explaining more about the Listening Center.

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