Small gestures have big effect on WOMM

05/3/2013 | Andy Sernovitz blog

To get customers talking, show them you're listening with small but meaningful everyday interactions, writes Andy Sernovitz. He cites the example of Southwest Airlines, which sent a phone back to a customer who had left it on a plane accompanied by a lighthearted poem about losing and finding possessions.

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Andy Sernovitz blog

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