Herb Keller Corporate Culture

1. Southwest culture entails the company focusing on every individual at the firm not only concerning their work but also about them personally. Its corporate culture has an obsession with putting its individuals first. It is pegged on the belief that the only way to deliver remarkable service consistently more so on the front line is treating persons in a way that reflects how the external clients should be treated. The company considers its workers as its internal customers. It has a culture where the employees can enjoy their work, the individuals they work for, as well as, those that they work with (Nisen, 2013). Herb Keller, while he was the CEO of the company, had put a lot of emphasis on both culture and customer experience, and this persisted even after he had stepped down. He realized that since the business entailed more interaction, he created a pro-client culture that provides the firm with the leverage of getting information on how to
It is a strategy that has enabled it to position itself in the minds of the clients. Pursuing it has allowed the firm to sustain a relatively distinct advantage over the rivals. Moreover, the low-cost strategy allows it to have leverage through not passing additional fees to the clients. The culture has also contributed to the success of it value chain that has enabled it to perform cost effectively in comparison to their competitors. The service branch with regards to its value chain, it can double its recuperation cost through the announcement of customer savings. Competitive leverage emanates from the customers being made to comprehend the value that ticket prices that result in the increase in the company's market share. Therefore, the strategic operations of the company are aligned with the culture that the company has integrated within the organization that puts a lot of emphasis on the workers (Srinivasan,