Southwest Airlines built a brand on heart, humor, and human connection—but recent changes to bag policies and seating have many longtime loyalists wondering if the LUV has left the building. This post explores what happens when a brand starts acting like everyone else—and what it means for customers, employees, and the future of loyalty.

Yes, I’m a revenue nerd. But I also believe feelings make you money.
This one’s a love letter to Starwood Hotels & Resorts and everything it taught me about service, leadership, and building loyalty that actually drives revenue. It’s about spreadsheets and emotional connection. Because let’s be honest, culture is where the magic (and the profit) happens.

Pricing isn't about rigid rules—it's about adapting to your clients' needs, market conditions, and your team's insights. Embrace flexibility and collaboration to maximize value for your customers and your business.

Discover practical, easy-to-implement revenue management strategies designed for small business success. Learn how to forecast demand, apply smart discounting, understand your competition, and highlight what makes your business unique.

Discover why service culture is the ultimate revenue strategy for any industry. Learn how genuine connections between employees and customers drive loyalty, repeat business, and long-term growth. This blog explores the ripple effect of empowered teams and exceptional service, offering insights into why investing in a strong service culture is a game-changer for your organization.