Bill Tierney is VP of Customer Experience & Analytics at Southwest Airlines and oversees the end-to-end physical and digital CX at Southwest.
He’s been with the company for nearly 13 years in marketing roles and his work has contributed heavily to Southwest being ranked as one of the most customer-centric airlines in the world, gaining the highest customer satisfaction ratings for economy US airlines in multiple studies. ✈️
Join us for, “Upgrade Your CX: Crafting First Class Customer Journeys”, as we take a deep dive into the art and science of creating customer experiences that leave a lasting impact and how they interconnect with other aspects of marketing and customer service, both digital and physical experiences.💕
And yes — employee experience plays a big part too!🤗
From the first touchpoint to take-off, the post-purchase follow-up and resolving problems, Bill will reveal the key moments that make or break customer relationships in the airline industry, much of which can be applied to other “Click and Mortar” style businesses.
He’ll also discuss the role of technology in enhancing CX, and how to strike the right balance between metrics, automation and human touch, especially when working with tight margins and resources.
But beyond the tactics and tools, Bill will emphasise the importance of building genuine connectivity and trust with your customers through online experience and human interactions. He’ll share real-world examples of initiatives, actions and how Southwest has earned customer loyalty through innovation, transparency and consistency.💕
Whether you’re a CX professional looking to up your game, or a business leader seeking to differentiate your brand, this episode is packed with actionable insights. ✈️ ✈️ 🚀
So fasten your seatbelt and get ready to take your customer experience to new heights with Bill Tierney.
Your non-stop flight to customer delight departs on Friday 1st November at 9:30am Central Time!
Now available on all the usual podcast platforms and Youtube:
See you there! 🙌
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Trust Builders – the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES
Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)
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CLICK HERE TO JOIN THE LINKEDIN EVENT:
https://www.linkedin.com/events/7242475831464255491/
