Southwest Airlines recently posted this promoted tweet:
This is a user generated content campaign. They can get countless impressions just by inviting people to share their stories and promising to retweet a few of them. And people did share, including the video in the center that used an app to add a goofy face to the speaker.
Although I’ve seen user generated content campaigns from both B2B and consumer brands, and some considerably more elaborate than this (like entering a video in a contest), this kind of campaign can be risky. If Southwest had a lot of unhappy customers they may have taken the opportunity to tweet their displeasure. But I’m not seeing much of that.
I guess you don’t have to worry about that when you have the highest customer satisfaction rating in the industry.
