Commercial, Embedded Avionics

Southwest’s Listening Center Streamlines Customer Service

By Juliet Van Wagenen | August 29, 2014
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The listening center at Southwest Airlines headquarters in Dallas
The listening center at Southwest Airlines headquarters in Dallas. Photo: Southwest

[Avionics Today 08-29-14] Southwest Airlines has unveiled its Listening Center, which integrates social media, traditional media and operational data at the airline’s headquarters in Dallas in order to stay constantly engaged with employees and customers.

At the listening center, employees from customer relations, communications and marketing departments are available at all times to answer questions, engage with customers and share feedback across the entire organization, according to a statement released by Southwest.

The center also works closely with Southwest Network Operations Control (NOC) center, which can communicate with customers through social media as operational updates on flights become available.

“The best companies are innovating at the speed of the customer,” said Scott McCorkle, chief executive officer of Salesforce ExactTarget Marketing Cloud, the company that provided the technology powering the listening center. “Utilizing our technology, Southwest Airlines is connecting with their customers to deliver a phenomenal customer experience.”

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