Southwest Airlines posted a really cool story yesterday on its blog. It’s about a customer who tweeted during a flight about a terrific flight attendant. They promised to always fly Southwest if the airline would do something nice for the woman.

By the time the plane was on the ground, Southwest officials were at the gate waiting for the flight attendant with a present from a local bakery.

GREAT story! Things like this aren’t going to pop up all the time, so businesses need to have their antenna up to spot them. As much as I like the blog post, this had the potential to be a GREAT video.

Now, Southwest’s people had to think fast on their feet to do what they did.  Unless they had a veteran video producer on hand, shooting a good video might have been too much for them to handle here.  The lesson for PR and marketing teams is to be on the lookout for these opportunities. They might not always deal with such a quick turnaround.

Using a quality storyteller to creating a video in situations like this would be a great way to connect with an audience… making them feel like they were part of something special.

–Tony Gnau

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