9/10/2023 0 Comments Logo for southwest airlinesTreat people well: Southwest Airlines is renowned for treating its customers and employees very well.Southwest’s philosophy is anchored on 5 key elements that have driven the growth and success of the airline for decades. To this end, the airline values its competitive advantage as a low-cost operator that consumers can rely on for excellent service. Low costs: Even though quality service is important, the price also matters a lot.Reliability: The Company understands and values the importance of effective and efficient operations to ensure that customers can always rely on the services they provide.Safety: Southwest Airlines prioritizes safety and holds itself accountable for delivering and protecting the safety of its customers and employees.Employees harness this conducive environment to offer friendly customer experience and welcome into the Southwest Airlines family. Friendly Customer Experience: The warm, carefree, passionate, friendly, but respectful workplace environment nurtured within Southwest Airlines has transformed it from airline into a close nit family.This implies that the company will take care of its employees, allowing them to focus on offering customers excellent service. Selfless Service: Selflessness in service delivery cuts both ways to enable excellent customer service to trickle down to customers.These core values are what makes Southwest Airlines unique and highly successful. Employees should always follow standard operating procedures,.The values of Southwest Airlines is categorized into two groups with three subgroups Group 1: Live the Southwest Way Southwest Airlines’ excellent human resource management focuses on providing excellent service delivery by manifesting these qualities through employees’ demeanor and interactions. The second component of the mission statement is geared towards nurturing a conducive environment to facilitate and motivate employees to deliver warm, friendly, and high-quality customer service consistently. Promoting people empowerment, individualism, and pride to fulfill its objectives.VIP treatment can only be delivered by the human element and personal touch in service delivery but not technology. Southwest understands that a warm, friendly smile goes a long way in the service industry and triumphs over technology every single time. In a technologically competitive industry, companies can differentiate themselves and stand out from the pack by returning to the basics: warmth and friendliness. Offering warm and friendly customer service to attract and retain customers.Any compromise to the service rendered can lead to mass migration to the numerous other perfect alternatives and substitutes at their disposal. Technology-empowered customers will not settle for anything less than the highest quality of service. The advances in Information and Communications Technology (ICT) have interconnected the world into a small communal village and delivered a wide variety of options directly to consumers via their mobile devices. In the current highly competitive airline industry, companies that compromise the quality of service are set on a path to failure. Attracting and retaining customers by offering the highest quality of customer service.Here is our analysis of the Southwest Airlines mission statement “We are committed to providing our Employees a stable work environment with equal opportunity for learning and personal growth.” “Dedication to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.” This is because attaining these two components will enable the airline to attain profitability.Īlternatively, the third component can be interpreted as the airline’s aspiration to streamline its operations to increase effectiveness and competitiveness for the company to attain profitability. The third component of Southwest’s vision statement can be achieved as the result of attaining global operations and customers’ loyalty. For customers to fly Southwest Airlines over and over again, the management seeks to leverage the effectiveness and efficiency of its operations to enhance loyalty by offering value, experience, and convenience to the customers. The statement ‘most flown airline’ reflects the airline’s intention to increase its focus on customer satisfaction. This acts as a strategic roadmap to guide the airline beyond the US market into the rest of the world. The vision of ‘becoming the world’s most-loved airline’ communicates Southwest’s long-term plan and aspiration to grow and expand its operations globally.
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