Brand-loyal customers demand more than a cut-and-dried transaction of going to a business, laying their money down and purchasing a product or service. They want a meaningful experience through which they can find connection, empathy and validation. Case in point: Southwest Airlines.
It is common knowledge that the airline industry is hurting and they’re passing the pain on to passengers by adding extra fees and cutbacks in service. While changes need to be made to rise above spiraling costs, safety and customer satisfaction issues, downgrading service is a dangerous tactic for an industry that thrives on long-term customer loyalty.