Southwest CMO Kevin Krone on the future of marketing


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." Read more...

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