Comments on: The Friendly Skies Are Now the Fee-Laden Skies http://blindinfluence.com/2009/08/the-friendly-skies-are-now-the-fee-laden-skies/ Building Buzz With Social Media Marketing Strategy & Psychology Sat, 12 May 2012 06:30:11 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Brett Greene http://blindinfluence.com/2009/08/the-friendly-skies-are-now-the-fee-laden-skies/comment-page-1/#comment-381 Brett Greene Sat, 08 Aug 2009 00:42:53 +0000 http://blindinfluence.com/?p=1252#comment-381 I had to add this after reading it from Bob Lefsetz's newsletter. It's a great story of an airline, SOuthwest, going the extra mile: And then Chip has to tell me a story... He's flying to Orange County with his son for a basketball event earlier this week and he gets to the hotel room and he realizes... He left the Kindle in the plane's seat pocket! He's freaking out. Someone can read all his books, buy new ones! He immediately gets a hold of Amazon and kills the Kindle. Frustrated that he won't have it on his trip, but knowing his credit card is safe. But at 10 A.M. the following morning, he gets an e-mail. Is he ______ Hooper, and did he leave his Kindle on a Southwest flight? Needless to say, "Chip" is not his first name. His real first name is generic. And that's all the Kindle said "______'s Kindle". Yes, everybody's Kindle has a name, but you don't include your last name, mine is "Bob's Kindle". But Southwest had cross-referenced all eight legs the airplane had flown the previous day, and tracked Chip down. Even better, upon acknowledging that it was his Kindle, Southwest FedEx'ed it to him overnight, at the airline's expense. And when he received it, Chip contacted Amazon and they reloaded his Kindle while he was on the phone. Amazing. What's truly amazing is Southwest Airlines, willing to go the extra mile. I had to add this after reading it from Bob Lefsetz’s newsletter. It’s a great story of an airline, SOuthwest, going the extra mile:
And then Chip has to tell me a story…

He’s flying to Orange County with his son for a basketball event earlier this week and he gets to the hotel room and he realizes… He left the Kindle in the plane’s seat pocket!

He’s freaking out. Someone can read all his books, buy new ones!

He immediately gets a hold of Amazon and kills the Kindle. Frustrated that he won’t have it on his trip, but knowing his credit card is safe.

But at 10 A.M. the following morning, he gets an e-mail. Is he ______ Hooper, and did he leave his Kindle on a Southwest flight?

Needless to say, “Chip” is not his first name. His real first name is generic. And that’s all the Kindle said “______’s Kindle”. Yes, everybody’s Kindle has a name, but you don’t include your last name, mine is “Bob’s Kindle”. But Southwest had cross-referenced all eight legs the airplane had flown the previous day, and tracked Chip down. Even better, upon acknowledging that it was his Kindle, Southwest FedEx’ed it to him overnight, at the airline’s expense. And when he received it, Chip contacted Amazon and they reloaded his Kindle while he was on the phone.

Amazing.

What’s truly amazing is Southwest Airlines, willing to go the extra mile.

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