"Without service there are only buyers, not customers" - Lester Wunderman 2009

Southwest Airlines has assembled a team of digitally savvy apologists to reach out to customers they disappointed. Their main task is following up after all sorts of crummy customer experiences like misplaced baggage, flight delays, and even stuff out of their control like bad weather.  [via WOMMA]

Like TwelpForce and Comcast, Southwest Airlines knows that great customer service leads to loyalty. This is the type of proactive customer care that builds brands. People are accepting of mistakes when a brand representative acknowledges the mistake and proactively tries to fix it.

read more about Southwest Airlines approach to customer loyalty in the Chicago Tribune.

on : southwest airline’s chief apology officer via @jpenabickley