In 1987, I sent a letter thanking @southwestair for an amazing flight experience. 17 days later I received this letter signed “Herb” (and an SWA gift). 12 years later, I worked for Southwest responding to Customer letters like the one I sent ️. I learned many of the Experience Design concepts I teach in @xdmiamioh at @miamiuniversity while at SWA. This letter reminds me how service design can make people feel special when designers take the time to use care (and LUV). #customerexperience #experiencedesign #customerservice #southwestairlines