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A company that could benefit from the crisis management framework used by Southwest is Uber. Uber, being a service-oriented company, often faces customer complaints and issues. By employing a similar strategy as Southwest, Uber can use social media to promptly and genuinely respond to customer complaints, take responsibility for any inconvenience caused, and provide regular updates during a crisis. This would not only help in managing the crisis effectively but also in maintaining customer trust and loyalty.
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The airline employed social media as a tool to respond to customers' complaints promptly and genuinely. Southwest offered apologies for the inconvenience, took responsibility for it and issued regular updates as the crisis unrolled. The company also smartly utilized videos and photos on Facebook and Twitter to provide more accurate evidence of handling the situation and to better engage with the customers.
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In face of uncertainty and disruption, use our COVID-19 Crisis Management deck to undertake the current challenges of your business, develop recovery...
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