On Thursday night, a Southwest Airlines airplane skidded from a runway and killed a six-year-old boy in one of two vehicles crushed in the accident. This is the first fatal accident for Southwest Airlines, yet their crisis communications team performed so well that experts were soon lauding how well they were doing.
What is brilliant about what we're seeing is that the caring Southwest is showing is a natural extension of their branding as the "people's airline." Southwest Airlines, in the midst of cutting a small person's life short, is in the Flow.
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