Sonya Lacore is the Vice President of Inflight Operations at Southwest Airlines, an airline known for delivering on customer experience. Sonya runs a team that manages the 16,000 flight attendants at Southwest Airlines and is responsible for making sure staff deliver on the organisations core values. In this episode Sonya shares her tips for how to bring large teams of staff along on your vision, and why it’s important for management to always spend time with their front line employees.
 
Resources mentioned: 

Grit (book), by Angela Duckworth
TED (website)
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)

 
Key takeaways (starts at 36:29):

Care about staff so they can care about your customers.
Management should spend time with front-line staff on a regular basis.
Empower your staff to make decisions and take ownership.
Invest in your internal communications to keep everyone on the same page.

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

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Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different.
 
Resources and links:

https://ldkhealthcare.com.au/
https://www.linkedin.com/in/byroncannon/

 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

A radically different approach to the aged-care sector

Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

How Australia's leading pharmacy chain manages CX

Alana Parker is the Chief Marketing Officer at the Royal Freemasons'​ Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

What you can learn about CX from the aged care sector

Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

The secrets behind Flybuys' 25 years of success

Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of values, and how they manage to have a staff retention rate of 90%.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

How Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore

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