The way we beat our competitors is by delighting and surprising our customers. We win with outstanding customer service. We win by appreciating our fellow workers.
Southwest Airlines – now the biggest domestic carrier in the United States – is the only major airline that has never declared bankruptcy. It has lofty customer service and corporate culture ideals and they’re supported by smart business decisions.
There’s all sorts of great stuff about organizational culture and service leadership in this history of the airline: Luv and War at 30,000 Feet.
2 thoughts on “Luv and War at 30,000 Feet”
Actually the way they ‘beat’ their competitors, at least for me, was by offering the cheapest rate for a direct flight from Chicago to L.A.
I’ll pay more for more than one drink service during a 5 hour flight and getting an assigned seat. OK for a one hour trip to somewhere in the Southwest, but not OK for longer trips.