Bags Fly Free

I give kudos to Southwest Airlines and their marketing campaign, Bags Fly Free. What a novel concept and a great piece of advertising. It reminds me of what I've learned about business:

You tell people what you want to do.

You tell people what you are doing - while you're doing it.

You tell people what you've just done.

So...it's all about marketing, even when you're providing a customer service.