When Skyscanner travel app suggested a 47-year itinerary for a customer, he asked what he could do during the layover. Jen, the customer service rep didn't miss a beat: she's quick and fun, and includes her promise in the P.S.

The post went viral on Facebook, with people commenting on her spontaneity and lack of script. Customers are getting tired of the template response. The Houston Chronicle wrote, "We aren't sure who Jen is, but she totally just owned the Internet and we all loved it."

Social media responses have been getting friendlier. Perhaps companies (or their social media reps) are taking more risks. Sure, a negative post can cause all sorts of trouble, but this example and others prove that a positive, personal style by a human being can garner a lot of attention.

Discussion Starters:

• Look at recent social posts by your favorite company. Analyze the tone and approach. Have you noticed a change over time?
• Jen's strategy may not work for everyone. What are some risks of her casual style?