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

Marketing Made Simple

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The Value of Customer Communication

This chapter explores the crucial link between customer loyalty and perceived value, urging businesses to redefine their relationships with customers. It emphasizes the need for transparent communication regarding changes and pricing strategies to maintain trust and satisfaction. The discussion includes effective messaging strategies to frame necessary decisions positively, ensuring customers see the benefits rather than just costs.

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