Southwest reveals Listening Center, joining airline push towards real-time comms
Southwest Airlines has joined the ranks of carriers such as Atlanta-based Delta Airlines that have dedicated social media listening outposts.
Southwest Airlines stepped it up a notch, moving beyond simply a dedicated social media monitoring and customer service team.
The Dallas-based airline has brought in operational data as well, in order to engage both employees and customers in real-time. The clear open availability of operational data means that the team can more quickly adapt and respond to ongoing issues for all stakeholders.
In addition, different departments are staffing the Center. This means that communication can happen immediately across departments, such as Customer Relations, Communication and Marketing. The Listening Center also has a direct line with the airline’s Network Operations Control center, so customer feedback can be communicated directly with the core operations team as needed.