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#18: Southwest—The Genius of ‘Bags Fly Free’ and What Happened When It Changed

Why That Worked – Presented by StoryBrand.ai

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Reframing Customer Loyalty

This chapter explores the concept of customer loyalty as tied to survival rather than mere brand attachment. It emphasizes the need for businesses to communicate their value effectively, positioning themselves as essential resources for customers. The discussion critiques vague messaging and advocates for clear, tailored communication that highlights customer upgrades to sustain loyalty.

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