The best brands don’t become successful by standing still — they change and evolve alongside their customers. As a Senior Product Business Consultant at Southwest Airlines, Alicia has seen her fair share of change — in fact, she’s leading it. In episode 83 of Brand Story, Alicia shares insights from the airline industry and the changes she’s seen over the years. We also discuss the importance of understanding what you’re trying to accomplish as a brand and the opportunities we all have to make the customer experience better.

This is Brand Story, a podcast celebrating the stories of real people who are making an impact on brands, business, and the world around them. Episodes feature guests from a variety of backgrounds who bring their own unique perspectives to the conversation.

Brand Story is created and produced by Gravity Group, a full-service brand and marketing agency, and is hosted by Gravity Group President, Steve Gilman.

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(00:00) Intro

(00:33) Alicia Knight: Senior Product Business Consultant at Southwest Airlines

(07:27) Understanding Everyone from Pilots to Passengers

(09:31) Adapting to Process and Technology Changes

(10:58) How Much Do You Share with the Customer?

(13:36) Southwest: Branding Through Culture

(18:40) Traveling Builds Empathy

(20:59) Favorite Travel Experiences

(25:08) Understanding Who You Are Before Following Trends

(26:51) Happiness Over Titles

(29:03) This Chapter of Life

(31:16) Advice to Younger Self: Stay Present