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I'm really sorry. This is a lovely, lovely story, and I'm glad you shared it, but that's about empowered customer service, nothing to do with 'social'. The 'social' bit began when you were able to share it with a whole bunch of us who don't know you. Surely?

And that has nothing to do with Southwest Airlines - that's just the environment we all work in now.

If anything the lesson should be that social media gives us treble reason to invest properly in empowering staff/customer service

3 years, 4 months ago on Social Business Is About Actions Not Words