Replay: Southwest’s LUV Lost
4/14/202659 min
Southwest Airlines is financially strong. Record revenues. Stock price near multi-year highs. Yet longtime customers are walking away angry. In this episode, we unpack the growing tension between Wall Street performance and customer loyalty at Southwest Airlines. Host Aaron Wolpoff sits down with brand strategist Rene Huey-Lipton, founder of The Dame Collective and former strategy lead on Southwest during its golden years. The question at the center of the conversation: How can a brand be winning financially while simultaneously losing its best customers? From controversial assigned seating to unpopular baggage fees to the triggering “Boarding Royale” Super Bowl campaign, we a...
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First 90 secondsSpeaker 10:00
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Aaron Wolpoff· Host0:59
Hey, everyone, Aaron here. This is a replay of our popular Southwest episode from earlier this season. This is a one-on-one. I got to jump straight in with Rene Huey Lipton, who was instrumental in guiding Southwest's strategy from some of their best years, including that mic drop Bags Fly Free campaign that came out. It was a seismic shift for the airline industry, and passengers and everybody loved it, and now bags do not fly free anymore at Southwest. There's a rumor that for the lowest tier price, they're looking at taking away even carry-on bags, and you're