HUNTER SWA
Southwest Airlines Staying On top of The Industry
James S. Hunter III
OMM 692
Instructor Thomas Steinhagen
March 31, 2014
Many organizations today are beginning to realize other than words they need to truly cherish customers by implementing and practicing good quality customer service. Customer service along with our economy has been on the decline for some time, for instance I won’t name companies however, in my area certain companies have the better product to offer and they do. The problem is how they treat customers and the amount of negative feedback they receive. Several customers to including me are considering and most likely will depart from this company due to a lack of respect and concern of its customers. In today’s economy more than before consumers are asking themselves “can I survive without this product or service”? In most cases the answer would be yes. In reality here in our country we are one of the largest consuming nations in the world and we are also in many instances wasteful. The point I am trying to illustrate here is that organizations must include customer service as a priority in their daily business in order to continue to operate in success. Taking a closer look at southwest airlines, they have always been a company that have a passion to reach out to its customers by any means to include being goofy. SWA are one of the few organizations that understand that without customers your organization would not have a bottom line of earning profits. Organizations should go as far to include customer service in its mission and vision statement that will send a message to its employees, shareholders and customers alike that they are truly sincere and serious about customer service being a priority and most of all a stepping stone in the positive direction of attaining positive results in the organizations bottom line. Companies such as SWA have received multiple awards and one of the intriguing things that have captured
James S. Hunter III
OMM 692
Instructor Thomas Steinhagen
March 31, 2014
Many organizations today are beginning to realize other than words they need to truly cherish customers by implementing and practicing good quality customer service. Customer service along with our economy has been on the decline for some time, for instance I won’t name companies however, in my area certain companies have the better product to offer and they do. The problem is how they treat customers and the amount of negative feedback they receive. Several customers to including me are considering and most likely will depart from this company due to a lack of respect and concern of its customers. In today’s economy more than before consumers are asking themselves “can I survive without this product or service”? In most cases the answer would be yes. In reality here in our country we are one of the largest consuming nations in the world and we are also in many instances wasteful. The point I am trying to illustrate here is that organizations must include customer service as a priority in their daily business in order to continue to operate in success. Taking a closer look at southwest airlines, they have always been a company that have a passion to reach out to its customers by any means to include being goofy. SWA are one of the few organizations that understand that without customers your organization would not have a bottom line of earning profits. Organizations should go as far to include customer service in its mission and vision statement that will send a message to its employees, shareholders and customers alike that they are truly sincere and serious about customer service being a priority and most of all a stepping stone in the positive direction of attaining positive results in the organizations bottom line. Companies such as SWA have received multiple awards and one of the intriguing things that have captured
References: Coulter, M. (2010). Strategic management in action (5th ed.). Upper Saddle River, NJ: Prentice Hall. ISBN: 978-0-13-607828-9. Southwest airlines looking for expansion opportunities. (2003, Jul 22). New York Times. Retrieved from http://search.proquest.com/docview/432459614?accountid=32521. Bloomberg business week, (2014). Retrieved from: http://investing.businessweek.com/research/stocks/financials/financials.asp?ticker=LUV. Motley fool, (2014) Profits soars at Southwest Airlines CO. Retrieved from: http://www.fool.com/investing/general/2014/01/27/profit-soars-at-southwest-airlines-co.aspx. Organized change consultancy, (2010). Retrieved from: http://www.organizedchange.com/decide.htm.