we believe it takes an inspiring story to make people buy
Herb Kelleher of Southwest Airlines once said to his team “I can teach you the secret to running this airline in 30 seconds. This is it: We are THE low-fare airline. Once you understand this fact, you can make any decision about this company’s future as well as I can. Keep this in mind and have fun at work.”
It is simple now when Sam wants to celebrate a crew member’s birthday. They can sing aloud and throw confetti. However throwing confetti means more cleaning staff. So the decision is simple sing aloud and avoid confetti because they are THE low-fare airline.
Simple and tothe extent of magical.
HAVE FUN AT WORK and remember WE ARE THE LOW-FARE AIRLINE
Works better than any amount of training.
Parts taken from the book Made to Stick – Chip and Dan Heath
What is going on though? They are at No.2 in the Temkin Customer Experience rating March 2013 and drop by 5 points from the last score in 2012.
Alaska airlines is No.1 and happens to lead in the emotional rating while Southwest Airlines is No.2 in functional and accessible components. We know customer experience needs to be closely tied to emotion.
There are also customer stories around dependability of the airline.
Does 40th straight profitable year matter then? Or is it the cause?