✈️ Southwest Airlines: Crafting First Class Customer Journeys with VP of CX & Analytics, Bill Tierney

Trust Builders: for CX, EX and Marketing Professionals ♥ Adoreboard

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. ✈️
Aside from his professional achievements, Bill is a happy father of five children and a Boston native with an education in political philosophy.
Starting the conversation, Bill explains the two elements of trust: competence and compassion.
He explains how trust begins internally, with a mindset and policies that prioritize people’s needs, and this mentality naturally extends to customer relationships, creating a foundation for success. Then we talk about the importance of celebrating the power of human connection, where moments of connection reflect the deeper impact your business can have on people's lives and create a sense of pride and purpose for your team.
Next, we discuss the importance of hospitality, where communication and empathy can create unpleasant circumstances not only bearable for customers, but completely turn them around into something special that builds loyalty. He also explains how AI and other digital solutions don’t often work in these kinds of situations.
In terms of building loyalty and retention through the customer journey, the role of transparency and flexibility in maintaining trust, the importance of listening to customer feedback and addressing their pain points, balancing personalization and maintaining human touch in a world full of technology. and ofcourse, the importance of establishing a great employee experience.
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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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#cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals
With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)