

Bags Fly Free
Sep 26, 2020
Marianne Malina, President of GSD&M, discusses Southwest Airlines' strategic decision to offer free checked bags, defying industry norms for customer satisfaction. The key to success lies in prioritizing stakeholder value and rejecting trade-off choices, leading to innovation and long-term success in stakeholder capitalism.
Chapters
Transcript
Episode notes
1 2 3 4 5
Introduction
00:00 • 6min
Corporate Decision-Making and Customer-Centric Culture at Southwest Airlines
06:01 • 6min
The Success of Southwest Airlines' 'Bags Fly Free' Initiative
11:52 • 3min
Exploring Southwest Airlines' Approach to Stakeholder Capitalism and Trade-off Choices
14:24 • 2min
The Power of Stakeholder Capitalism and a Tease for the Next Episode
15:57 • 2min