Using Customer Stories to Drive Decisions with Bill Tierney

Welcome to the Leadership Launchpad! In this episode, I sit down with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines. We dive into the evolution of leadership skills, the power of communication, and bridging the gap between headquarters and frontline employees. Bill shares his journey at Southwest, revealing the intricacies of using data to drive actionable decisions and emphasizing the importance of local expertise.

Join us as we explore how to create an environment where employees thrive, the art of constructive dialogue, and the practice of "going to the gemba." Plus, we discuss the significance of understanding the customer's intent and fostering a culture of radical transparency.

Connect with Bill:

https://www.linkedin.com/in/williamtierney/

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