Comments on: Southwest Offers Wi-fi In The Air http://rayedwards.com/southwest-offers-wi-fi-in-the-air/ Copywriting and Marketing Tips, Tricks and Tactics Thu, 28 Aug 2008 00:07:21 +0000 http://wordpress.org/?v=2.5.1 By: Cheryl Antier http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2077 Cheryl Antier Wed, 30 Jan 2008 02:05:32 +0000 http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2077 Well...couldn't hurt. Especially when you consider how poor customer service is getting these days. It's a shame that when you're treated well it's become such an oddity that you're surprised and delighted - and when you're not, nobody says anything because that's "normal." Well…couldn’t hurt. Especially when you consider how poor customer service is getting these days. It’s a shame that when you’re treated well it’s become such an oddity that you’re surprised and delighted - and when you’re not, nobody says anything because that’s “normal.”

]]> By: Ray Edwards http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2042 Ray Edwards Fri, 25 Jan 2008 14:29:51 +0000 http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2042 Yep. Yep.

]]> By: Ray Edwards http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2041 Ray Edwards Fri, 25 Jan 2008 14:29:22 +0000 http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2041 That's exactly what I'm talking about Cheryl -- they treat me like a person they care about. As for applying that to business... do you think that would work? ;-) That’s exactly what I’m talking about Cheryl — they treat me like a person they care about. As for applying that to business… do you think that would work? ;-)

]]> By: Cheryl Antier http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2039 Cheryl Antier Fri, 25 Jan 2008 14:05:04 +0000 http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2039 There was an interesting article about airlines and customer service in general that I read not too long ago. Basically it boiled down to the airlines asking their customers what services or amenities were most important and then providing those. Of course, other airlines quickly played copycat (something every business owner has to be prepared for in the growing competitive marketplace). But what made it stand out was that while the copycats provided the same amenities, they did nothing to improve their customer service - and it was that which kept the customers coming back, and being brand evangelists. When I'm in the states, we use Southwest a lot - and I've always enjoyed them. I've never felt like a "seat number" or a dollar amount when flying with them - and I think their dedication to giving their customers what they want is why they've done more than just survive the Air Travel Wars. All of us should take a look at their business model and see how it could be adapted to our own businesses. There was an interesting article about airlines and customer service in general that I read not too long ago. Basically it boiled down to the airlines asking their customers what services or amenities were most important and then providing those.

Of course, other airlines quickly played copycat (something every business owner has to be prepared for in the growing competitive marketplace). But what made it stand out was that while the copycats provided the same amenities, they did nothing to improve their customer service - and it was that which kept the customers coming back, and being brand evangelists.

When I’m in the states, we use Southwest a lot - and I’ve always enjoyed them. I’ve never felt like a “seat number” or a dollar amount when flying with them - and I think their dedication to giving their customers what they want is why they’ve done more than just survive the Air Travel Wars. All of us should take a look at their business model and see how it could be adapted to our own businesses.

]]> By: Darrel Hawes http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2037 Darrel Hawes Fri, 25 Jan 2008 03:29:06 +0000 http://rayedwards.com/southwest-offers-wi-fi-in-the-air/#comment-2037 Dude, that's great news! Dude, that’s great news!

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