#407: How to Design Transformative Customer Experiences Using Business Storytelling
Business of Story
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The Unexpected Uncertainty of Southwest Airlines
I've always been a big fan of Southwest. Although it seems like their prices have gotten extraordinarily more expensive than their competition lately. And then to see that big of a debacle on that scale, you know, that old saying that trust grows like a pine tree and falls like a pine cone? I think it's just another big bit of evidence about the responsibility we all have to plan for things not being business as usual anymore.
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