Tag: southwest

    29 Apr

    Hotels.com Destroys Its Loyalty Program, Here’s Where I’m Going Next

    Hotels.com might say “well our new program gives you that same flexibility!”—Yeah but you take away 80% of the value, do you think I’m dumb?

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    02 Oct

    The Viva Effect: How A Scrappy 3-Plane Startup Discombobulated The Latin American Airline Sector

    I highly recommend this book if you are interested in Colombia, Commercial Aviation (especially the new low-cost model pioneered by Ryanair & Southwest), entrepreneurship—especially outside of the tech/software sector,...

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    06 Jan

    The Roles of Design, Creativity & Ownership in Creating The Customer Experience

    I was keynote speaker at IQPC's 2015 Customer Experience Impact symposium in New Orleans, where I gave this presentation on customer experience beyond customer contact.

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