The Power of a Smile

Guerrilla Marketers don't have to be small. In many ways, SouthWest Airlines is an example of a highly successful, Guerrilla Marketing firm.

Two weeks ago, I flew them from Manchester, NH, to Las Vegas, NV. My wife and I had to pick up new boarding passes at Kansas City. As the ticket agent was handing us our boarding passes, she distinctly mentioned my wife's first name and my first name as she handed us our boarding passes and told us to "have a nice flight."

And she acted like she meant it.

Wow! What a nice, personal touch! Her small gesture did more to build brand loyalty than all of the full page ads in USA Today put together.