Southwest Airlines is one of the largest and most strategic airlines within the social media landscape. Southwest Airlines is very active with over 1.6M followers on Twitter, 4.1M fans on Facebook and over 9 Million views on Southwest Airlines YouTube Channel.
Alice Wilson who leads the social marketing practice at Southwest Airlines is responsible for extending the brand’s imprint online and driving business objectives within the social space. Along with her counterparts in Corporate Communications and Customer Relations, she defines the social strategy and vision for the airline.
Alice who was talking at Social Media Breakfast Dallas says video is crucial to engaging with their customers. One of her favorite videos is Hanover Bear. This story is about a young boy that lost his favorite stuffed animal during a flight. Chris Yates did this video interview on his iPhone as Alice talked about Hanover Bear being rescued.