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Chasing Kevin Smith: Q&A with Southwest Airlines’ Christi Day

With a groundbreaking blog and a sprawling social media footprint, Southwest Airlines is the flag carrier for online customer engagement. But a recent run-in with an outspoken celebrity passenger proved Twitter is a double-edged sword for brands. We spoke to Southwest’s Christi Day about life after Kevin Smith.

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Can Airline Podcasts Amplify the Brand Experience?

In this month’s Engagement Checkup, we give ear to airline podcasts and find most carriers tuned out to this most intimate and mobile medium. Why aren’t more brands speaking directly to their customers?

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Is Flying a Social or Solitary Experience?

From social networking apps to seat-to-seat chat, our world is becoming more social and so is the inflight experience. But is this really a good thing?

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