HIMSS Executive Institute Leadership Live

   Dallas, TX | May 14-15, 2018

Leadership Live Dallas
May 14-15, 2018

Lisa Goode

Senior Director Social Business, Southwest Airlines
EXECUTIVE GUEST SPEAKER

Lisa Anderson Goode is responsible for the strategic oversight and future vision of the Southwest Airlines enterprise-wide social practice, which encompasses communications, customer care, listening/measurement, and marketing for customers.

 

Lisa began her career at Southwest Airlines in 1987, and she has served in various leadership roles throughout her tenure. As Director Customer Advocacy and Communications, she was responsible for oversight of consumer regulatory compliance and responses, proactive customer service efforts, and complaint resolution via social media channels. With nearly 30 years’ experience with Southwest Airlines, she has a proven track record of leadership, providing guidance and strategic direction to the organization during an era of significant growth and regulatory change. Ms. Goode has developed and fostered collaborative relationships with regulatory agencies, including the Department of Transportation, and she is respected in the aviation industry as an expert in customer care and customer service for vast consumer populations, including those with disabilities and special service needs. Ms. Goode is a Stephen F. Austin alumnus, currently serving on the Stephen F. Austin Rusche School of Business Executive Advisory Board. 

 

Ms. Goode will discuss:

  • How Southwest Airlines leveraged technology and people to evolve its historical customer service model into a robust social customer care and social business initiative
  • How the company is integrating social media into the enterprise landscape through its hub and spoke model
  • How its teams have developed innovative approaches to respond to the ever-evolving technology in social and digital media 

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