Twitter as a Corporate Tool

February 10, 2011

Twitter page for Southwest Airline

As future social media professionals our goal is to find ways to improve our companies via the various social media platforms. Southwest Airlines, who is known by its consumers for its excellent customer service is using twitter to continue to expand and improve this service.  Jennifer Laycock describes in her article entitled, “Great Examples of Corporate Twitter Use”, the different ways this company is using twitter and social media in general to improve and maintain customer relations.

In our capitalist society where companies try to make as much profit as they can, I think most of us would expect when interacting with a corporation via social media, to be bombarded by endless advertisements. Southwest on the other hand chooses to use social media to build its relations with consumers instead of trying to merely build consumers.  On Southwest’s twitter page every post is either a mention of some sort of community event they are sponsoring, or a direct response to anyone who mentions Southwest in their tweet, good or bad. I think it is very refreshing to see a company, especially one that prides itself on service, take this route to using twitter.

Another very cool and innovative way Southwest connects with their customers is by their corporate blog. Southwest is known as having one of the most engaging blogs of any corporation and uses it to directly have conversations with their core customers. They are in fact so dedicated to this that they will at times take their new business ideas to the blog and let customers comment on them before implementing them. I think this is social media at its finest. Businesses have always wanted feedback from customers, but where social media comes in is finding new and creative ways to get this information from customers. Businesses in today’s world need to find these ways to interact with customers to remain successful.

We as future social media professionals need to remember social media, in a corporate sense, is not always about increasing profits but a lot of the time is about improving the brand’s image. Are there any companies you see using this tactic or ones you think could benefit from this tactic?

Check out this video for more do’s and don’ts for corporate twitter!


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