Southwest Airlines: The secrets of our success! By Bobby Loeb
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Southwest Airlines has been successful for 39 years due to its unique company culture and focus on employees. It prioritizes hiring and retaining employees with the right attitude, treating them and customers like family. This people-first approach has led to happy employees who provide excellent customer service, building strong relationships and loyalty. As a result, Southwest has the lowest customer complaint rate and highest customer satisfaction of the major airlines.
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Southwest Airlines: The secrets of our success! By Bobby Loeb
- 1. SOUTHWEST AIRLINES The Secret of our Success! Bobby Loeb
- 2. A bit about Bobby 18 years Sr. Director Training
- 3. A bit about Bobby
- 4. A bit about Bobby
- 5. A bit about Bobby
- 6. Who is Southwest Airlines?
- 14. SOUTHWEST SUCCESS • 1.5 Billion Customers You are •FIRED! 39 Years of probability • No Layoffs!
- 15. SOUTHWEST SUCCESS Lowest number of DOT Top Airline in Customer Complaints Customer Service Consumer Reports, 2011
- 16. SOUTHWEST SUCCESS 1. Apple 2. Google 3. Berkshire Hathaway 4. Southwest Airlines 5. Procter & Gamble Fortune’ s World’s Most Admired Companies, 2011
- 17. It starts with our Employees
- 19. BUILDING A BRAND FROM THE INSIDE OUT “The Business of Business is People.” -Herb Kelleher Chairman Emeritus
- 20. HIRE FOR ATTITUDE 193,636 resumes 4,349 new Employees 2%
- 22. EMPLOYEES FIRST 1. Employees 2. Customers 3. Shareholders Happy Employees = Happy Customers Happy Customers = Happy Shareholders
- 23. MAKE IT PERSONAL Not just a career; it’s a cause.
- 24. MAKE IT PERSONAL Treat each other like family • Celebrate milestones • Honor achievements • Be there in the tough (and good) times
- 25. WORK TO KEEP CULTURE ALIVE Make time to celebrate
- 26. WORK TO KEEP CULTURE ALIVE We take our work seriously,
- 27. WORK TO KEEP CULTURE ALIVE We take our work seriously, but not ourselves
- 28. WORK TO KEEP IT FUN
- 29. WORK TO KEEP IT FUN
- 30. Our Home
- 31. WORK TO KEEP CULTURE ALIVE Freedom to Have Fun!
- 34. SO WHAT’S THE BENEFIT? Our Customers see the difference.
- 35. BUILDING CUSTOMER RELATIONSHIPS “We are in the Customer Service Business. We just happen to fly airplanes.” -Colleen Barrett President Emeritus
- 36. THE GOLDEN RULE do. Our Employees instinctively know what to
- 38. TREAT built on relationships between Employees and Customers. Southwest is CUSTOMERS LIKE FAMILY
- 40. ARE RELATIONSHIPS ENOUGH? We also have to deliver the best product
- 42. SAFE & DEPENDABLE TRANSPORTATION Best Safety Record Best Ontime Performance Consistently Low Fares Best Flight Schedule Convenient Nonstop Service
- 43. BUILDING VALUE FOR OUR CUSTOMERS “We must continue to find ways to add value for our Customers.” -Gary Kelly, Chairman, President, and CEO
- 47. IMPROVING THE CUSTOMER EXPERIENCE High Tech AND High Touch • Human on the phone • Personal & researched responses • Empowerment to help
- 48. OUR FUTURE IS BRIGHT
- 50. Our secret to success? It’s still our people
Editor's Notes
- Who is Southwest airlines?
- Who is Southwest airlines?
- Click on picture to start videoName : David HolmesHire Date : May 2005A LAS-based FA, David Holmes started on the ramp, then became a Supervisor in Dulles. He moved to Inflight less than a year ago. His education is in Computer Science -- he decided to get out of the “corporate world” in his native Chicago and give personal training a try, while he figured out his next move. The Southwest Culture and Freedom brought him to us -- and he's been happy ever since. David’s most recent appearances include Oprah and the Tonight Show.
- Click on picture to start videoName : David HolmesHire Date : May 2005A LAS-based FA, David Holmes started on the ramp, then became a Supervisor in Dulles. He moved to Inflight less than a year ago. His education is in Computer Science -- he decided to get out of the “corporate world” in his native Chicago and give personal training a try, while he figured out his next move. The Southwest Culture and Freedom brought him to us -- and he's been happy ever since. David’s most recent appearances include Oprah and the Tonight Show.
- Who We AreCulture Ambassadors The Culture Ambassadors represent our six Operational Departments and travel throughout the system making sure the unique SWA Culture is alive and thriving. The Ambassadors are the voice of our Employees and encourage us to truly OWN our Culture. To meet the Ambassadors visit Ambassador Alley on this page. Culture Activities The Culture Activities Team organizes our Companywide celebrations and oversees our Companywide Culture Committee. Culture Programs & Administration Handles Company Culture guidelines for fundraising, local event planning, and general funding. Also oversees SWA Culture wall decor, framing needs, and SWA items, as well as Flight Deck Parties, Location Visits and all Culture communication needs. Culture Services Outreach This Team is in charge of Companywide awards and recognition initiatives such as Internal and External Commendations, Heroes of the Heart, Winning Spirit and President's Awards.