Saturday, 21 April 2007


Bill Owen from Southwest Airlines on how they listened and learned.


"Talk about sticking your head into a hornet’s nest! We got 274 replies, and from the tone of some of them we quickly realized that, at least for some of you, a few of our policies were out of step with your travel needs. So…..we’re changing! We heard, from both Customers and Employees alike, that you didn’t like our policy of not publishing the dates on which we plan to extend the schedule. No problem! We now make the tentative, planned date of the next schedule extension available to our Reservations Agents, and in short order this information will be prominently displayed at "

Does blogging work? Ask Southwest, Dell and Microsoft......

thanks to Craig McGinty