Colleen Barret of South West Airlines says the mantra for customer engagement and creating profitable business is simple: Treat people the same way you would like to be treated.
In this video, she talks about her journey with mentor Herb Kelleher from the founding of the airline through 35 years of profitable growth.
She’s a real down-to-earth practical businesswoman who articulates the company’s vision for employee engagement with ease and clarity. “I’m sort of in the Freedom Business”, she says, and most of the freedoms she talks about is aimed at SWA’s employees.
South West Airlines philosophy is simple: Employees are their first priority. Engaged employees create satisfied customers. And satisfied customers create repeat business which creates happy shareholders. Simple really.
If you found this post useful, please feel free to share it with a friend. You could also subscribe to the RSS feed for this blog, or sign up to receive our blog by email.
Article by Vandy Massey
If you liked this post why not subscribe to the 'Consultants' feed via RSS, email or follow us on Twitter.