Alicia Knight, Senior Product Business Consultant at Southwest Airlines, talks about embracing change to improve customer experiences with our president, Steve Gilman.
If your brand is still stuck in the 90s doing things the way they’ve always been done, you’re only doing yourself a disservice. The best brands don’t become successful by standing still — they change and evolve alongside their customers. They listen to feedback, make improvements, and exist to serve their customers in the best possible way.
As a Senior Product Business Consultant at Southwest Airlines, Alicia has seen her fair share of change. In fact, she’s leading it — working behind the scenes to introduce new technology and processes to Southwest’s operations. In this episode, Alicia shares insights from the airline industry, including some popular Southwest programs you may not be aware of. She also shares the importance of understanding what you’re trying to accomplish as a brand and the opportunities we all have to make the customer experience better.
