What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214

What's on your mind? Let CX Passport know...🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Replay of LinkedIn Live with Sam Stern1:25 Southwest changes course: Bags no longer fly free3:37 Customer reactions: Loyalty, emotion, and betrayal9:31 Lost loyalty and long-term CX consequences13:45 Firing customers to attract premium flyers?17:44 JC Penney déjà vu: Misunderstanding your base22:24 The goodwill tradeoff and operational ripple effects24:08 What was Southwest really thinking?32:21 Could Southwest lose its identity—or disappear?33:14 Final thoughts: The employee impactIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passport

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