Inside Southwest’s Social Media “Listening Center”

Social media is an increasingly important aspect of each major airline’s customer service strategy. There are those that perform well and respond quickly on social media, and there are others that travelers know to avoid. But consumers are largely unaware of how airlines handle things behind the scenes — we’re used to opening our Twitter app, typing a message and sending a tweet without knowing how the actual human on the other end handles the response. But with a new video from a local NBC news affiliate in Dallas, we’re granted access inside Southwest Airlines’ social media “Listening Center.”

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Source: thepointsguy.com