Please note that this article serves as a placeholder for an ongoing business case study of the Southwest Airlines social media storm. Information contained here will be under constant update and revision.
Business case background:
Southwest Airlines was a respected brand only a few short days ago. So what had happened to the brand in less than 100 hours that caused people to say out loud that they will NEVER fly with Southwest again? Thus no LUV for Southwest Airlines.
The purpose of this business case is to look deeper into the causes leading to Southwest crashing its brand in a perfect social media storm. And how other businesses can learn from Southwest‘s mistakes.
photo credit: av8pix @ Flickr
Dis-Revenue per Employee, Revenue per Employee, Southwest Airlines, Twitter, Social Media, Social Network
Raw research materials:
5) I’ve linked to some materials here in the blog entry “Southwest Airlines – From a loved brand to a damaged brand – Kevin Smith & Linda Rutherford”.
6) More to be added.
Kempton Lam B.Sc., MBA
Background of Principal Researcher:
Kempton received his undergrad degree in Computer Science (with high distinction) from University of Toronto and is well versed in social media technologies from his years of blogging experiences. His MBA degree from University of Calgary has also prepared him to deliver comprehensive insightful study/report on time and within budget. During Kempton’s undergraduate and graduate studies, he has received multiple scholarships and awards for his academic excellence.
A Business Case Study (draft / beta)
It will take some time to complete the full report so please be patient.
What Kempton plans to do is to update this report in different draft versions. And keeping it as a “draft/beta” version until it is completed.
Concluding note for now
This report will study some serious issues and topics even though the trigger of Southwest‘s troubles may seem “trivial” to some people. But let me assure you, the business implication is deep and significant.
Just so you know I can laugh at myself and the absurdity in whole mess for Southwest. Here is one of my favourite ad, it serves to remind me to be humble and always be ready to do what is needed and right (and to learn).