Southwest, Charmin and Extra Gum: random thoughts

Branded credit cards and loyalty card

In the pic above you can see the Southwest Airlines is the only one that got it right.  Designers need to think about that tiny sliver of the card that peaks out of the slot.  It’s such a pain to deal out all of my cards to find the one I need.  AMEX has a distinctive design, so that helps.  Macy’s peaks out a lil. But it’s one of those little details that reinforce why Southwest is one of my favorite brands!

Speaking of Southwest

Southwest is my first-choice in airlines because of 1) affordable rates 2) on-time, dependable service, 3) excellent customer service and 4) flexible frequent flier program. I had an American Airlines credit card for over twenty years that I recently cancelled and moved to a Southwest card for the miles.  Whether I am travelling for work or personal I check Southwest first.  I wonder how Southwest would quantify that loyalty? And you still get snacks and a birthday card!

Single-ply toilet paper

Do businesses really save that much when they buy the cheap TP? Don’t you use twice as much to accommodate? I hate single-ply! #my-butt-hurts My Charmin brand loyalty dates back to college when I was living on student loans and eating $.10 macaroni and cheese from Aldi.  I would splurge on Charmin.

Crazy flavored gum

Extra has the market on this category with deliciously crazy flavors of apple pie, raspberry vanilla cupcake and lemon square! I am trying to cut back on my sugar intake because I eat way too much! I love all things sweet. From the fancy crème broulet to a World’s Fair donut to Swedish Fish and Hot Tamales!  This gum really helps the cravings. My new discover is “Sour Patch Kids” flavored gum from Stride! Ridiculously awesome! 48 year old, single, white female target market?  Ha! I have disposable income to spend on lots of gum!

I LUV Southwest Airlines!

And not just because bags fly free. I rarely check luggage. I love everything about their customer experience, how marketing supports it and how their employees deliver it.

For my vacation to Orlando I booked my air on their website. A few days later I received an e-mail about my upcoming trip with suggestions to book a hotel, rental car or park tickets. How polite and helpful! The offer on the car included 4X points so I booked it. A few days before my trip I received an e-mail promoting their early bird check-in for $10 each way. I booked it. Two timely and relevant e-mails and I converted on both…over $200 in additional revenue from two e-mails that cost pennies.

I can’t imagine how long it took IT and Marketing to integrate the reservation system with the CRM program but it was well worth it. I wonder if everyone in the offices wears khakis and tennis shoes too.

The employees at the gate and on the plane were, as usual, super friendly, helpful and upbeat. Of course the flight was filled with families with young children heading to Disney World; infrequent fliers who don’t know to check-in early on-line, who over pack so their carry-ons are huge and they want their group of 4-6 to all be seated together as they board in Group C. But somehow, through the help of the employees and through their friendly instructional announcements, everyone gets seated and we depart from the gate early!

Of course you have to love the free in-flight snacks. Then when we get to the gate, the captain sings a song. HUH-larious. The bags quickly show up at the correct carousel. (Are you picturing the baggage guys with the “bags fly free” letters painted on their stomachs like football fans? LUV it!)

Awesome customer experience all around.

PS photo from the Southwest Facebook Fan page submitted by Susan Norris Smith. “Even Mr. Bubble flys Southwest Airlines.”