Love, love, love this entry.     While I have been flying Southwest for a number of years, it wasn't until I attended a seminar and heard Colleen Barrett speak on Servant Leadership that I really felt I understood what Southwest Airlines stood for.  Colleen noted, “Our mission statement is posted every three feet, all over every location that we have, so if you’re a customer, you’ve seen it,”  She continued saying, “It’s to follow the Golden Rule — to treat people the way that you want to be treated, and pretty much everything will fall into place.”   So - fast forward and reading this entry, I can see why Southwest won the Lithium Digital Excellence Award (Lithy) in the category of Surprise and Delight.  They have stuck to their core values!   To conclude Ms. Barrett's session, she shared that she wants Southwest employees to do what she clearly has mastered: To simply be themselves on the job. “We have always thought that your avocation can be your vocation, so that you don’t have to do any acting in your life when you leave home to go to work, that you don’t have to take off the real person that you are and throw it down on the couch.”     ... View more

"One of our most important goals was staying as close to a 5-minute response time as possible regardless of the volume we received."  So excited that you chose Lithium to help you drive your aggressive SLA's and that you are sharing how you are meeting and exceeding your customer's expectations!   Good luck and thank you for submitting!   Beverly Dunn ... View more

I am both Surprised AND Delighted with how you are humanizing support with the custom profile cards allowing your customers to see the agents helping solve their issues!  Forget thinking outside the box --congrats on blowing the box up!   Thanks for sharing your submission and good luck!   Beverly Dunn ... View more

Awesome entry, Team T-Mobile!  In your entry you stated, "T-Mobile has truly embraced being a social company..." and this is apparent to anyone who has seen your team's interactions with your customers.   Thank you for submitting and good luck! Beverly Dunn ... View more

Amazing results, Team USAA.  2016 was a very busy year and that is reflected in the work completed and results delivered.     Congratulations and good luck!   Beverly Dunn ... View more