If a business has been here for hundreds of years, it must be doing something right

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When Alex Hill visited the headquarters of Southwest Airlines in Dallas, Texas, the first thing he noticed was a big wall-mounted screen displaying live Facebook and Twitter feeds — or what we used to call Twitter before Elon Musk lumbered his $44 billion purchase with a terrible rebranding.

The airline gets over 4,000 posts or tweets a day, frequently complaining about a flight gone wrong. Hill, a British management academic who is director of the Centre for High Performance, was told of a recent incident when a customer moaned about a queue moving too slowly at Midway airport, Chicago. HQ spotted the tweet and contacted their manager at the airport, who told them there had been a mix-up over break times; there weren’t enough agents

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