Voice of the Customer, part 2: At Southwest Airlines, a Different Kind of Leadership



colleen-barrettIn my first installment of this two-parter (Voice of the Customer: Newsweek Blog Scopes Out Readers on Best, Worst Airlines) I peeled back the onion of a Newsweek Budget Travel blog-survey to reveal customer perceptions of two American airlines that are polar opposites of each other.

What drives such extreme differences in customer perceptions of Southwest and United?
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