Customer centricity keeps Southwest Airlines on course

This event report outlines how Southwest Airlines, the air carrier, keeps the customer at the heart of its strategy.

Customer centricity keeps Southwest Airlines on course

Geoffrey Precourt Warc

If you pay attention to the organizational charts at Southwest Airlines, you'll note that "Consumer Intelligence" falls within the purview of "Marketing".

"My job is to make sure that I can provide insights across the company," Dr. Isaac Munoz, its Senior Business Consultant/Customer Intelligence, told the Advertising Research Foundation's (ARF) Re:Think 2016 conference. "I help with our international

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