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Southwest Airlines Builds a Customer-First Culture with Data and Technology
Manage episode 463681916 series 3485552
Southwest Airlines is renowned for its exceptional customer service, but what’s the secret behind this success?
The answer is data.
In this episode, host Jess Carter sits down with Southwest Airlines Managing Director of Technology and Business Data Delivery France Grenot. They discuss how real-time analytics and data-driven solutions are at the heart of Southwest’s operations, helping the airline deliver great service, manage unforeseen disruptions, and stay ahead of the competition.
You’ll learn what led to Southwest’s bold move to introduce assigned seating and how the airline expertly balances operational efficiency while staying true to its culture of hospitality.
In this episode, you will learn:How data powers Southwest Airlines' customer service and operations
The value of learning from other organizations with similar values
Why customer feedback is critical to shaping business strategies
Things to listen for:
- (00:00) Introduction to the episode with guest France Grenot
- (05:40) Customer loyalty and hospitality
- (08:42) Using real-time data for operational efficiency
- (12:06) Changes to Southwest’s assigned seating scheme
- (18:05) Using data for pricing and operational decisions
- (22:31) Sharing best practices with other customer-centric companies
- (25:34) Customer data privacy at Southwest Airlines
66 에피소드
Manage episode 463681916 series 3485552
Southwest Airlines is renowned for its exceptional customer service, but what’s the secret behind this success?
The answer is data.
In this episode, host Jess Carter sits down with Southwest Airlines Managing Director of Technology and Business Data Delivery France Grenot. They discuss how real-time analytics and data-driven solutions are at the heart of Southwest’s operations, helping the airline deliver great service, manage unforeseen disruptions, and stay ahead of the competition.
You’ll learn what led to Southwest’s bold move to introduce assigned seating and how the airline expertly balances operational efficiency while staying true to its culture of hospitality.
In this episode, you will learn:How data powers Southwest Airlines' customer service and operations
The value of learning from other organizations with similar values
Why customer feedback is critical to shaping business strategies
Things to listen for:
- (00:00) Introduction to the episode with guest France Grenot
- (05:40) Customer loyalty and hospitality
- (08:42) Using real-time data for operational efficiency
- (12:06) Changes to Southwest’s assigned seating scheme
- (18:05) Using data for pricing and operational decisions
- (22:31) Sharing best practices with other customer-centric companies
- (25:34) Customer data privacy at Southwest Airlines
66 에피소드
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1 Building a Data-Driven Culture: Lessons from Bumble, Southwest Airlines and More 16:10
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1 Southwest Airlines Builds a Customer-First Culture with Data and Technology 28:49
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1 REPLAY: How Data Is Enhancing the Fan Experience with Machelle Noel of the Texas Rangers Baseball Organization 31:27
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1 Why Treating Data as a Product Means Alignment and Growth for Stanley Black & Decker 39:58
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1 How Colorado Is Transforming Whole-Person Health Through Social Health Information Exchange 35:18
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1 Jack Walker Explains How to Improve Customer Experience Without Guesses and Assumptions 27:55
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1 The Power of Resilience: Leadership Lessons from Life's Toughest Battles 31:49
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1 How Courage and Creativity in Data Use Moves the Needle Against Workforce Challenges with Emily Fabiano 31:13
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1 How INvets Uses Data to Help Veteran Families, Employers, and the State with Sarah Harrison 25:45
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