What motivates employees to go above and beyond? In The CX and Culture Connection Podcast, host Matt Egol, CCXP, speaks with Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, about the culture of pride and energy that drives employees to put in the extra effort—whether it’s working 20-hour days during an operational crisis or delivering exceptional customer service every single day.
Bill explains that when employees feel connected to a company’s values, they don’t just do their jobs—they take ownership. They want to leave work feeling proud of their contributions. This culture of intrinsic motivation is what separates great organizations from the rest. A thriving workplace is one where employees feel a deep sense of purpose and commitment.
Learn how Southwest Airlines builds a culture that energizes employees and fuels great customer experiences. Tune in to the full episode! https://youtu.be/uGs59Ff4WsQ
#CXLeadership #CompanyCulture #ProudEmployees #CustomerExperience #CXPodcast
What motivates employees to go above and beyond? In The CX and Culture Connection Podcast, host Matt Egol, CCXP, speaks with Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, about the culture of pride and energy that drives employees to put in the extra effort—whether it’s working 20-hour days during an operational crisis or delivering exceptional customer service every single day.
Bill explains that when employees feel connected to a company’s values, they don’t just do their jobs—they take ownership. They want to leave work feeling proud of their contributions. This culture of intrinsic motivation is what separates great organizations from the rest. A thriving workplace is one where employees feel a deep sense of purpose and commitment.
Learn how Southwest Airlines builds a culture that energizes employees and fuels great customer experiences. Tune in to the full episode! https://youtu.be/uGs59Ff4WsQ
#CXLeadership #CompanyCulture #ProudEmployees #CustomerExperience #CXPodcast
When challenges arise, companies with strong relationships and trust-based cultures navigate them more effectively. In this episode of The CX and Culture Connection Podcast, Matt Egol and Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, discuss how teamwork and culture sustain businesses during crises.
Bill shares how Southwest employees rally together in difficult times, from operational issues to major disruptions. Their ability to come together stems from years of trust, collaboration, and shared purpose. It’s not just about problem-solving—it’s about fostering a culture where people genuinely care about each other and their customers.
Tune in to the full episode with Matt Egol, CCXP, to learn how strong cultures drive resilience. https://youtu.be/uGs59Ff4WsQ
#CXLeadership #Teamwork #CompanyCulture #EmployeeEngagement #CXPodcast
When challenges arise, companies with strong relationships and trust-based cultures navigate them more effectively. In this episode of The CX and Culture Connection Podcast, Matt Egol and Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, discuss how teamwork and culture sustain businesses during crises.
Bill shares how Southwest employees rally together in difficult times, from operational issues to major disruptions. Their ability to come together stems from years of trust, collaboration, and shared purpose. It’s not just about problem-solving—it’s about fostering a culture where people genuinely care about each other and their customers.
Tune in to the full episode with Matt Egol, CCXP, to learn how strong cultures drive resilience. https://youtu.be/uGs59Ff4WsQ
#CXLeadership #Teamwork #CompanyCulture #EmployeeEngagement #CXPodcast
A great customer experience begins with a great employee experience. On The CX and Culture Connection Podcast, Matt Egol and Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, discuss why companies must map the employee journey just as they do for customers.
Bill shares how Southwest ensures employees feel valued—not just during hiring and retirement but in the everyday moments that matter. Whether it’s celebrating milestones or supporting employees through challenges, these actions shape a positive work culture. Leaders who show up for their teams create workplaces where employees are more engaged, productive, and committed to delivering exceptional service.
Discover more about employee experience strategies from Bill Tierney and Matt Egol, CCXP, in the full episode! https://youtu.be/uGs59Ff4WsQ
#EmployeeExperience #Leadership #CultureMatters #CXandEX #CXPodcast
A great customer experience begins with a great employee experience. On The CX and Culture Connection Podcast, Matt Egol and Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, discuss why companies must map the employee journey just as they do for customers.
Bill shares how Southwest ensures employees feel valued—not just during hiring and retirement but in the everyday moments that matter. Whether it’s celebrating milestones or supporting employees through challenges, these actions shape a positive work culture. Leaders who show up for their teams create workplaces where employees are more engaged, productive, and committed to delivering exceptional service.
Discover more about employee experience strategies from Bill Tierney and Matt Egol, CCXP, in the full episode! https://youtu.be/uGs59Ff4WsQ
#EmployeeExperience #Leadership #CultureMatters #CXandEX #CXPodcast
At Southwest Airlines, People, Customers, and Employees aren’t just words—they’re core values. In this episode of The CX and Culture Connection Podcast, host Matt Egol talks with Bill Tierney about how Colleen Barrett, one of Southwest’s founders, shaped a culture that prioritizes servant leadership, the golden rule, and follow-through.
Bill shares how simple but meaningful details—like capitalizing “People,” “Customer,” and “Employee” in company communication—reinforce Southwest’s values. It’s not just about programs or policies; it’s about how leaders consistently demonstrate their commitment to people. Employees who feel valued and respected naturally create better customer experiences.
Hear more from Matt and Bill on how culture impacts CX by tuning in to the full episode! https://youtu.be/uGs59Ff4WsQ
#CultureDriven #CXLeadership #ServantLeadership #CustomerExperience #CXPodcast
At Southwest Airlines, People, Customers, and Employees aren’t just words—they’re core values. In this episode of The CX and Culture Connection Podcast, host Matt Egol talks with Bill Tierney about how Colleen Barrett, one of Southwest’s founders, shaped a culture that prioritizes servant leadership, the golden rule, and follow-through.
Bill shares how simple but meaningful details—like capitalizing “People,” “Customer,” and “Employee” in company communication—reinforce Southwest’s values. It’s not just about programs or policies; it’s about how leaders consistently demonstrate their commitment to people. Employees who feel valued and respected naturally create better customer experiences.
Hear more from Matt and Bill on how culture impacts CX by tuning in to the full episode! https://youtu.be/uGs59Ff4WsQ
#CultureDriven #CXLeadership #ServantLeadership #CustomerExperience #CXPodcast
Want to be a better leader? In The CX and Culture Connection Podcast, Matt Egol speaks with Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, about the power of understanding perspectives. Bill shares an insightful leadership tip: instead of asking "what’s your point of view?", try asking "where does your point of view come from?"
This subtle shift in questioning fosters deeper conversations, trust, and collaboration within teams. By taking the time to understand the why behind someone's perspective, leaders can create stronger relationships and more aligned teams. The best customer experiences stem from companies that prioritize internal understanding and employee empowerment.
Catch the full episode with Bill Tierney and Matt Egol to explore how leadership shapes CX! https://youtu.be/uGs59Ff4WsQ
#Leadership #CultureAndCX #Trust #Communication #CXPodcast
Want to be a better leader? In The CX and Culture Connection Podcast, Matt Egol speaks with Bill Tierney, VP of Customer Experience & Analytics at Southwest Airlines, about the power of understanding perspectives. Bill shares an insightful leadership tip: instead of asking "what’s your point of view?", try asking "where does your point of view come from?"
This subtle shift in questioning fosters deeper conversations, trust, and collaboration within teams. By taking the time to understand the why behind someone's perspective, leaders can create stronger relationships and more aligned teams. The best customer experiences stem from companies that prioritize internal understanding and employee empowerment.
Catch the full episode with Bill Tierney and Matt Egol to explore how leadership shapes CX! https://youtu.be/uGs59Ff4WsQ
#Leadership #CultureAndCX #Trust #Communication #CXPodcast
A single moment can define an entire customer experience. In this episode of The CX and Culture Connection Podcast, Matt Egol, CCXP, and Bill Tierney discuss the profound impact of emotional connections in CX. Bill shares a heart-stopping customer story—one where an early arrival meant the difference between seeing a loved one for the last time or not.
It was emphasized that customer loyalty is built on moments, not just transactions. Whether it’s an empathetic interaction, a small act of kindness, or simply recognizing a passenger’s needs, these moments create long-lasting emotional connections. Companies that focus on humanizing CX—alongside leveraging data—are the ones that will stand out in today’s competitive market.
Listen to the full episode to learn how emotional connections drive customer loyalty! https://youtu.be/uGs59Ff4WsQ
#CXLeadership #CustomerObsessed #EmotionalConnection #CultureAndCX #CXPodcast
A single moment can define an entire customer experience. In this episode of The CX and Culture Connection Podcast, Matt Egol, CCXP, and Bill Tierney discuss the profound impact of emotional connections in CX. Bill shares a heart-stopping customer story—one where an early arrival meant the difference between seeing a loved one for the last time or not.
It was emphasized that customer loyalty is built on moments, not just transactions. Whether it’s an empathetic interaction, a small act of kindness, or simply recognizing a passenger’s needs, these moments create long-lasting emotional connections. Companies that focus on humanizing CX—alongside leveraging data—are the ones that will stand out in today’s competitive market.
Listen to the full episode to learn how emotional connections drive customer loyalty! https://youtu.be/uGs59Ff4WsQ
#CXLeadership #CustomerObsessed #EmotionalConnection #CultureAndCX #CXPodcast
For CX Leaders who looking to drive growth & innovation through the connection of customer experience
