What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214

What's on your mind? Let CX Passport know... 🎤🎞️“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 If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup  ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport