Google Is No Longer A Search Engine… | Spence Smith

Southwest is winning in this department. Why is That? Because they have a blog called Nuts About Southwest. On this blog they have several posts about what they do and who they are, but because they are in tune with what people are saying about them online, they are willing to go directly to the source and get to the bottom of the problem and become a better company for it. You can leave a comment on the southwest blog and you will get a response. Heck, they are even on twitter. American Airlines on the other hand tried to start a blog last year through blogger and only posted 3 times.

If American wanted to work on their reputation, then they would engage people online. Join the rest of us in the conversation and be open to hearing complaints and resolving issues. Again… I am a loyal American Airline customer, but it makes me sad to see such a huge company show the rest of us they don’t really want to listen.

April 7, 2009