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Make your Customers and Employees Content Stars @brooksethomas #SouthwestHeart

WhatdoesSouthwestHeartlooklike?

OurPeople.

AndthatincludesourCustomers.

Everyseathasastory.

MeetMarty,the“FunnyFlightADendant.”

MartyrosetofameonYouTube.

Bypopulardemand,MartymetEllen.

ThenMartystarredinacommercial.

Everyseathasastory.(Eventhejumpseat.)

MeetHudson.

WefoundHudsononFacebook.

ThenHudsonbecameastoryonourblog.

HudsonwasreunitedwiththewavingPilot.

Ourvideographerscapturedthemoment.

Fromthere,Hudson’sstorygrew.

Fromthere,Hudson’sstorygrew.

Takeaways.

§  Let data chart your course, then trust your heart to lead the way.

§  Accentuate your Customer’s talents and passion points.

§  Rally around Customer content that reinforces who you are and what you represent.

§  Develop a relationship that seamlessly gleans data from the Customer that allows you to personalize their experience & examine trends.

§  Utilize Employee strengths. §  Empower them to do the right thing. §  Train them for a digital world. §  Convert social sensations into

marketing campaigns. §  Brand Journalism: turn your work force

into a functioning newsroom.

Don’tsellyoursoul.WithoutaHeart,it’sjustamachine.