James Governor's Monkchips links for 2008-05-16 By James Governor | @monkchips | May 16, 2008 Share via Twitter Share via Facebook Share via Linkedin Share via Reddit Nuts About Southwest Southwest using web 2.0 tooling for customer engagement (tags: southwest airlines web2.0 travel) One comment vinnie mirchandani says: May 17, 2008 at 2:21 pm Not just outbound messaging on their blog, they also appear to scan broader blogsphere for customer input. I am a big SW customer – and fan – and mostly write positive things about them. But I wrote a negative post in January, and Paula from their blog proactively reached out to me and followed up with their internal customer service which had taken a while responding to my letter. I am surprised more companies don’t invest in a small staff to scan what is being said about them and engage with those customers/commenters Of course, till tech vendors do that first not sure why we should expect “old economy” companies to… Reply Leave a Reply Cancel reply Your email address will not be published. Required fields are marked *Comment Name * Email * Website Notify me of follow-up comments by email. Notify me of new posts by email.