‘Southwest CMO Kevin Krone on the future of marketing’ – ‘Mashable’
Stephanie Walden says, “Top marketers these days are quick to point to an overarching trend in the industry: With the rise of public forums such as social media, fewer companies are finding success with “mass marketing” tactics and, instead, focusing on personalized, one-on-one approaches to customers.
Luckily for Southwest, this type of approach to customer service — not treating every individual as a carbon copy — comes as second nature. It’s “in the company’s DNA,” says CMO Kevin Krone. “Everybody is unique and has their own story; we want to treat you that way. That’s just the Southwest experience.”
We spoke with Krone about Southwest’s recent rebrand, the challenges associated with managing an online presence for an airline, and the general state of marketing in 2015″.
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