Will Southwest Customers Remain Loyal?

By now, you and the rest of the world know about Southwest Airlines' massive holiday meltdown. Whether you LUV them or are not a huge fan, we are all a bit shaken up hearing and seeing the horror stories of system failures, technology glitches, canceled flights, lost luggage, millions of stranded passengers, and the ruined holiday.
When Southwest executives and industry watchers do their postmortem on what caused the meltdown, sure they will talk about the bad weather and outdated technology.
But above all else, if Southwest expects to right the ship and win back the trust of its customers and its employees alike, SWA leadership needs to make it its number one priority to reembrace their people-first roots.
#Southwest #peoplefirst #Culture #customerloyality
Karenmccullough.com