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🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Replay of LinkedIn Live with Sam Stern

1:25 Southwest changes course: Bags no longer fly free

3:37 Customer reactions: Loyalty, emotion, and betrayal

9:31 Lost loyalty and long-term CX consequences

13:45 Firing customers to attract premium flyers?

17:44 JC Penney déjà vu: Misunderstanding your base

22:24 The goodwill tradeoff and operational ripple effects

24:08 What was Southwest really thinking?

32:21 Could Southwest lose its identity—or disappear?

33:14 Final thoughts: The employee impact

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I'm Rick Denton and I believe the best meals are served outside and require a passport