30 min listen
What Southwest Airlines Could Have Done Better This Christmas
What Southwest Airlines Could Have Done Better This Christmas
ratings:
Length:
17 minutes
Released:
Jan 3, 2023
Format:
Podcast episode
Description
If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. But when a founder-CEO who has the vision leaves the company and passes it on to an accountant - that loss of vision can hurt the company. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision - and it has culminated in a very public PR nightmare. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Released:
Jan 3, 2023
Format:
Podcast episode
Titles in the series (100)
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