It is no secret that anxiety has become a prevalent issue for many Americans, but how concerned should corporations be about stress in the workplace? And, more importantly, what can they do to address it?

Episode 11 features a discussion with:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power

-- Ami Lebendiker, Founder & CEO, Roga

To read a recap of this episode, click here: https://blog.jdpa.com/globalbusinessinsights/why-the-band-aid-approach-wont-solve-workplace-anxiety

We’ve launched a new series that will focus on the experiences customers have with retail, or in-person, service experiences. Listen in to this first episode during which host Rich Bongiorno, senior managing director at J.D. Power, sits down with Cody Wright and Young Han, J.D. Power consultants specializing in Retail, to discuss key tech trends, including the rise and reliance on seamless automated customer experiences like kiosk technology.

To read a recap of this episode, click here: https://blog.jdpa.com/globalbusinessinsights/the-rise-of-robots-in-retail

In 2022, the nation’s airports and hotels were busy, still reeling in pent-up leisure travel from the pandemic.

How will demand evolve going into 2023? Will business travel ever make a full return?

In the latest episode of the J.D. Power Travel and Hospitality Podcast, Michael Taylor and Andrea Stokes offer predictions about where the travel and hospitality industry will be in 2023, based on J.D. Power data and insights.

Leisure travel has been the primary driver of travel industry’s recovery, while business and international travel have lagged behind.

To recover this sector of the industry, what can the industry do?

On the podcast, Mageau explains how leisure travel driving the industry's recovery in 2022, as well as 2023 trends and business travel outlook. They also discuss how important travel is to the US economy and some legislative initiatives USTA is working on.

The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry.

SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙> linktr.ee/travelpodcast

In this highly competitive landscape, brands are searching for solutions to help them stand out and connect with customers and ultimately provide a better customer experience.

On this episode of the "Innovating the Customer Experience" podcast, we take a look at how much a customer’s perception of a brand influences their experience with that brand and what brands are currently doing to reshape consumer expectations, including tapping into social impact campaigns.

Hear insights from our team of J.D. Power experts, including:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power

Featuring special guest:

-- Nick Lynch, Co-Founder, Collidescope

Brands are facing evolving customer expectations, emerging technologies, and increased competition.

"Innovating the Customer Experience" is a podcast series that helps professionals navigate these challenges.

In this podcast, we will hear from customer experience thought leaders, game changers, and innovators who will give advice on how to plan ahead and strategize to meet the changing needs of customers.

Featuring insights from our team of J.D. Power experts, including:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

-- Denese Waiters, Director, Customer Service Advisory, J.D. Power

-- Rich Bongiorno, Managing Director, Customer Service Advisory, J.D. Power

Indianapolis International Airport ranked highest among medium-sized airports in the J.D. Power 2022 North America Airport Satisfaction Study.

On the latest episode of the J.D. Power Travel & Hospitality Podcast, Mario Rodriguez, Executive Director of the Indianapolis Airport Authority, sits down for a one-on-one interview with Michael Taylor to talk about why the airport excels at satisfying passengers.

The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry.

SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙> https://linktr.ee/travelpodcast

On this episode, you’ll hear…

-- How Indianapolis’ post-9/11 terminal construction makes travel easier for passengers.

-- How ease of airport access, location of airport, and building design all serve traveler needs and shape the customer experience.

-- How Indianapolis’ focus on food, beverage, and retail experience has optimized the experience for travelers.

-- How the airport is combating the industry-wide attrition challenges through innovation.

On this month's episode of the J.D. Power Travel & Hospitality Podcast discuss the current state of the travel industry and what travelers can expect during the holiday travel season.

The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry.

SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙

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Andrea Melotti of Hard Rock International | J.D. Power Travel & Hospitality Podcast | EP 43 by

✈️ No bag fees. No assigned seats. No problem!

Southwest Airlines ranked highest in customer satisfaction for the economy/basic economy segment in the J.D. Power 2022 North America Airline Satisfaction Study.

On the latest episode of the J.D. Power Travel & Hospitality Podcast, Andrew Watterson, Executive Vice President and Chief Commercial Officer for Southwest Airlines, sits down for a one-on-one interview with Michael Taylor to talk about Southwest’s business strategy, company culture and future plans.

The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry.

SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙> https://linktr.ee/travelpodcast

In this episode, you’ll hear a discussion on…

0:30 — Introduction and Andrew tells us what he does

0:55 — Andrew speaks briefly about the J.D. Power award win

0:30 — Andrew briefly introduces himself, what he does at Southwest Airlines and acknowledges the company’s award for ranking highest in the Economy/Basic Economy segment of the J.D. Power 2022 North America Airline Satisfaction Study.

1:20 — Mike asks Andrew about Southwest’s value proposition. What does the airline offer flyers that’s different than the competition? Andrew speaks briefly about Southwest’s bundled offering, “backed by pro-consumer policies and delivered by very engaged employees that deliver outstanding hospitality and service.”

2:30 — The two talk a little more about Southwest’s resistance to charge bag fees, which represent $28.1 billion in revenue across the industry. Mike asks Andrew about the philosophy of bundling baggage fees into the ticket price.

5:00 — Mike asks Andrew how Southwest Airlines keeps customers satisfied.

6:00 — The two talk about Southwest’s open seating policy and boarding process. Andrew offers some insights on how the process actually helps drive customer satisfaction.

8:30 — Southwest excels at hiring engaging, friendly associates. Mike asks Andrew how the company finds and trains their employees. Andrew mentions he was turned down from working at Southwest Airlines for 17 years before he was finally hired and that all employees go through a comprehensive hiring process and training.

10:45 — Mike wonders if humor is a part of the hiring process. Andrew says, “A fun-loving attitude is something we look for.”

11:45 — Mike asks Andrew about Southwest’s strategy with business travelers. Andrew talks about Southwest’s origins as a business carrier in Texas and the challenges it encountered with expanding service to the East Coast. Andrew talks about adding more business flights in the East and more leisure in the West, targeted to expanding the business.

13:00 Andrew talks a bit more about business travel and what the airline is doing to support these customers.

14:00 — Andrew talks a bit about the in-cabin experience at Southwest Airlines and what the airline offers passengers.

15:00 — Andrew talks about the new cabin experience and various upgrades that will be made to new aircraft cabins.

17:00 — Mike asks Andrew about the future of Southwest’s fleet. “We have a very well calibrated offering. We just need more of it.”