What Southwest Airlines Could Have Done Better This Christmas

episode

The Modern Customer Podcast not yet transcribed

▲ 0

Transcript

This episode hasn't been transcribed yet Upvotes decide what gets transcribed next — 0 so far. Sign in to upvote

Related

recent transcribed audio

A.I. Safety Goes Mainstream + a ‘Hard Fork’ Exit AMA 1h 25m · 18 Sep 2026 · Hard Fork

Layoffs at the Kansas City Star will hurt local communities 15 min · 18 Sep 2026 · Kansas City Today

AWP: Beyond the Exam Room: Purpose, Myopia, and Population Health 54 min · 17 Sep 2026 · EyeCode Media

Planning Commission Meeting - Sep 17, 2026 1h 11m · 17 Sep 2026 · Leesburg Planning Commission

Heritage Commission - Sep 14, 2026 1h 57m · 17 Sep 2026 · Loudoun County Board Committees and Advisory Boards

Historic District Review Committee - Sep 14, 2026 1h 36m · 17 Sep 2026 · Loudoun County Board Committees and Advisory Boards

Report any issue

Source

Recorded03 Jan 2023

Publisherthemoderncustomer.libsyn.com ↗

Handlerec:5550973

Show notes

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.

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Sign in