allterrainjohnny

Southwest Mixes It Up

After so many years of flying other airlines, a trip on Southwest this week reminded me of why they are so successful.  As we cued up in groups, the passengers jovially shared their boarding passes to compare positions (a much better process than the “cattle call” line up from the SWA I remember).  Hopes are high and expectations are low in this process … which translates to customers that are easy to please.  And a flight crew that genuinely seems happy and fun-loving translates to all around good energy.  Successful brands don’t lose sight of the fact that their people in the front lines, not the boardrooms, are the ones that drive brand love.  Check out how this SWA flight attendant put his spin on the experience.