Southwest s The Dominant Airline Beloved By Shareholders,...

For years I traveled around the country for business and pleasure, Southwest quickly became my favorite airline. At that time with a young son and parent in New Hampshire, they had a non-stop flight from Kansas City to Manchester. I recall on one flight the flight attendant while descending over the PA sang the following: â€Å"I love you, you love us we’re much faster than a bus.† This song embodies the spirit of Southwest and why I mention this story from over a decade ago. I want to ascertain what make Southwest the dominant airline beloved by shareholders, customers, and employees? It is one keyword, communication. Southwest stresses it is important to deliver a first-class customer experience that will lead to return clients is a strength. To adhere to this tenant, they established a Listening Center with staff from customer relations, communications, and marketing to expedite the flow of information and resolve issues quickly. Communication is a vital comp onent and strength at Southwest starting with the top executives including former Chief Executive Officer and Co-Founder Herb Kelleher. Southwest dares to differ from other carriers because their philosophy revolves around people both internal and external. They use a two-way symmetrical model of communication to forge satisfactory connections between organizations and their stakeholders (Grunig, Grunig, Dozier, 2006). The principle revolves around understanding the shareholder and making sure both theShow MoreRelatedThe Role Of Communication And Culture At Southwest3857 Words   |  16 PagesIntroduction â€Å"Your employees come first, and if you treat your employee’s right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follows from that† (Byrne, 2012). This quote from Herb Kelleher, co-founder of Southwest Airlines, embodies the leadership at the airline. Southwest is the leading low-cost airline based in Dallas, Texas and founded in 1967 by Herb Kelleher and Rollin King. They dare to differ from other carriers becauseRead MoreExploring Corporate Strategy - Case164366 Words   |  658 Pagesmission. Bayer MS – corporate social responsibility in the international development of a German company. Eurotunnel – clash of cultures threatens to derail Anglo–French rail link. Ryanair – competitive challenge and strategic choice in the budget airline industry. IKEA – quality and low prices at the Swedish furniture giant News Corporation – corporate logic and corpo rate management in a worldwide media business. CRH – impressive international growth of an Irish company driven from a ‘lean’ corporateRead MoreInnovators Dna84615 Words   |  339 Pages 6:52 PM Page ii 100092 00 i-vi r1 rr.qxp 5/13/11 6:52 PM Page iii THE INNOVATOR’S DNA MASTERING THE FIVE SKILLS OF DISRUPTIVE INNOVATORS Jeff Dyer Hal Gregersen Clayton M. Christensen H A R VA R D B U S I N E S S R E V I E W P R E S S BOSTON, MASSACHUSETTS 100092 00 i-vi r1 rr.qxp 5/13/11 6:52 PM Page iv Copyright 2011 Jeff Dyer, Hal Gregersen, and Clayton M. Christensen All rights reserved Printed in the United States of America 10 9 8 7 6 5 4Read MoreBrand Building Blocks96400 Words   |  386 PagesBRAND BUILDING BLOCKS Building Strong Brands: Why Is It Hard? It is not easy to build brands in today s environment. The brand builder who attempts to develop a strong brand is like a golfer playing on a course with heavy roughs, deep sand traps, sharp doglegs, and vast water barriers. It is difficult to score well in such conditions. Substantial pressures and barriers, both internal and external, can inhibit the brand builder. To be able to develop effective brand strategies, it is useful toRead MoreMarketing Management 14th Edition Test Bank Kotler Test Bank173911 Words   |  696 Pagesand services. C) It helps to build a loyal customer base but has no impact on a firms intangible assets. D) It is more important for bigger organizations than smaller ones. E) It is seldom used by nonprofit organizations. Answer: B Page Ref: 4 Objective: 1 Difficulty: Easy 2) ________ is the art and science of choosing target markets and getting, keeping, and growing customers through creating, delivering, and communicating superior customer value. A) Marketing management B) Knowledge