Charla Griffy-Brown Details How Southwest Airlines Can Win Back Customers in the Washington Post

Southwest Airlines made headlines over the holidays for all the wrong reasons, canceling more than 15,000 flights between Dec. 24 and Jan. 2. With major reputational damage now on their record, Southwest is looking to make amends with the thousands of travelers who were stranded across the country. 

In an article published in The Washington Post, Charla Griffy-Brown, senior associate dean executive and part-time programs and professor of information systems technology management, detailed what Southwest has to do to win customers back and increase loyalty.

“This is the thing: You’re not aiming for customer satisfaction, you’re aiming for customer delight,” Griffy-Brown said. “I know from other examples in hospitality, if your remedy for a problem goes beyond customer expectations, you can create enhanced customer loyalty, but the correction has to go above and beyond.”

To read the full article in The Washington Post, click here.