Why Southwest Is a Model for Brands in Times of Crisis

Posted by Kunal Shah on Wed, Apr 25, 2018

As novelist James Lane Allen famously said, “Adversity doesn’t build character, it reveals it.” How better to exemplify this than the way that Southwest Airlines handled the tragic engine failure last week. What could have been (and most certainly would have been for many other companies) a nightmare PR issue miraculously turned into an event that strengthened the company’s brand and solidified the loyalty and strong reputation it commands.


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