Social Business Specialist
Lindsey Duncan oversees the highly engaged (with over 100,000 registered members) and award-winning Southwest Airlines community, which is home to Southwest’s discussion forum and corporate blog.
She played a crucial part in establishing the community in 2016, and has since built a flourishing internet community for travelers to share stories, exchange knowledge and find inspiration from others.
Her community responsibilities include moderation, community management, promotion and UI/UX design. The community now has over 100,000 registered members—and that includes a highly engaged segment of so-called “super users” who regularly share their knowledge and proficiency with others. Duncan herself is a regular voice on the community, as she interacts with members and discovers ways to stimulate greater participation.
The community has certainly been a people-pleaser for Southwest and the airline has seen a substantial return on investment since its launch. Over 56% of community members report they found what they were looking for on the community, and 67% of those members report that they would have reached out to Southwest customer service if they had not found what they were searching for.
Duncan also takes advantage of chances to incorporate the community into Southwest’s digital presence and promotes it as a new resource for customers.