Southwest Airlines: The quality management and a good customer service focused on the employees - Ecosistema de conocimiento de Corporate Excellence
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Brand

Best practice cases June 2011

Southwest Airlines: The quality management and a good customer service focused on the employees

In a business where the key to success is based on passengers' turnover, Southwest has found a competitive advantage involving its employees with Southwest brand.

Southwest Airlines is a North American low cost airline, with 38 years of profitability backing the Southwest experience. They also have thefewest number of complaints from consumers since 1987 and the largest number of passengers carried all over the country (more than 100 million per year).

Document prepared for Corporate Excellence - Centre for Reputation Leadership quoting, among other sources, the interventions of Southwest Airlines in the fifteenth International Conference on corporate reputation, brand, identity and competitiveness held in New Orleans, May 2011.