Best quote of the article:
“Customer service is a spectator sport now. The key here is the hundreds of thousands of people who saw how (Southwest) interacted on social media,” he said. “There are definitely some customers who are lost causes and social can't fix everything. But for those who are on the fence, it’s a huge impact.”
What businesses can learn from Southwest's social media response during its tech outage:
>http://www.dallasnews.com/business/southwest-airlines/2016/08/05/businesses-can-learn-southwests-social-media-response-tech-outage
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