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Media Coverage

Date Coverage
Sep. 5, 2014 Actress Joins Connections Lineup

"The Mindy Project" star and best-selling author Mindy Kaling has joined Indianapolis-based ExactTarget Inc.'s Connections conference lineup. Other speakers at this month's event will include musician and author John Green.

Sep. 4, 2014 Southwest Airlines' new listening center making an immediate mark

Last November, Southwest Airlines Listening Center staffers were monitoring a screen displaying a social media word cloud when an alarming tweet went out in Los Angeles. A passenger waiting to deplane from another airline tweeted that they were delayed because there was a gunman in LAX. Other tweets about a shooting began boiling up on Southwest's word cloud screen. The center called operational staff and spokespeople. "They didn't know what we were talking about," says Ashley Pettit, social business advisor at the airline. Within 15 minutes they called back. The chatter was right. A gunman had shot dead a Transportation Security Administration employee and wounded others. And so, the importance of Southwest's Listening Center was proven almost as soon as it started, allowing the airline to notify staff, issue safety messages, and prepare press statements.

Sep. 2, 2014 App Push Notifications Lead to Better Engagement, Lower Abandonment Rates

When asked what action they would take after receiving a branded push notification, 65 percent of smartphone and tablet push users polled by ExactTarget said they would check the message and open it if it piqued their interest.

Aug. 29, 2014 Southwest Airline's new listening center making an immediate mark

"It's really about listening to all of our different audiences and using feedback to make smarter decisions to enhance the customer experience," Pettit says. "With our employees, it's about understanding what's important to them." The Listening Center uses visualizations powered by Salesforce ExactTarget and Marketing Cloud's Radian6, Command Center and Crowd Reactive. The technology enables Southwest to latch onto hot topics, influencers, trends, and consumer-generated media, the airline reports.

Aug. 27, 2014 Want Loyal Customers? Personalize Your Offers

Findings from a recent survey from Salesforce ExactTarget Marketing Cloud and Forrester Consulting confirmed what many retailers already knew or strongly suspected: the ability to deliver personalized customer experiences across all channels as well as contextual, unique offers is critical to driving repeat purchases and developing brand advocates. Whether they can execute on that mandate is a whole nother story.

Aug. 27, 2014 Got a complaint? Southwest Airlines' new social media hub is listening

Southwest Airlines wants to stay ahead of the curve with the new Listening Center facility, which engages customers 18 hours a day, seven days a week. Dallas-based Southwest (NYSE: LUV) will use technology developed by Salesforce ExactTarget Marketing Cloud. “The best companies are innovating at the speed of the customer,” said Scott McCorkle, CEO of Salesforce ExactTarget Marketing Cloud. “Utilizing our technology, Southwest Airlines is connecting with their customers to deliver a phenomenal customer experience.”