When you’re booking your next flight and wondering about your in-terminal dining options or which seat will give you the best takeoff and landing views, check to see if you’re preferred airline has a community that can help out with those questions. Southwest Airlines does, and it might be the only online community hosted by a major airline.
Airlines are always managing customer-facing and public relations issues so how exactly does one make the case for building a community? In this episode, Lindsey Duncan, who oversees the moderation and management of the Southwest Airlines Community, explains the unique relationships and conversations that it has fostered. The community thrives when it comes to topics that involve a unique point of view that can’t always be provided by a Southwest staff member. For example, help traveling with children and getting tips as a first-time air traveler. These conversations also help Southwest Airlines create memorable brand moments and long-lasting customers.
Lindsay also shares:
- The ROI of a community-driven knowledge base
- Using community to connect customers and create memorable brand moments
- How two Southwest Community Champions connected and went on a trip to Disney together