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SOUTHWESTAIRLINESThe Secret of our Success!Bobby Loeb
A bit about Bobby             18 years             Sr. Director Training
A bit about Bobby
A bit about Bobby
A bit about Bobby
Who is Southwest Airlines?
SOUTHWEST HISTORY
SOUTHWEST HISTORY
SOUTHWEST HISTORY
SOUTHWEST HISTORY
SOUTHWEST SUCCESS• 1.5 Billion Customers You are•FIRED!  39 Years   of probability• No Layoffs!
SOUTHWEST SUCCESSLowest number of DOT    Top Airline in Customer Complaints   Customer Service                       Consu...
SOUTHWEST SUCCESS    1.      Apple    2.      Google    3.      Berkshire Hathaway    4.      Southwest Airlines    5.    ...
It starts with our Employees
BUILDING A BRAND FROM    THE INSIDE OUT“The Business of Business  is People.”    -Herb Kelleher    Chairman Emeritus
HIRE FOR ATTITUDE          193,636 resumes          4,349 new Employees                  2%
EMPLOYEES FIRST1. Employees2. Customers3. ShareholdersHappy Employees = Happy CustomersHappy Customers = Happy Shareholders
MAKE IT PERSONAL           Not just a career;             it’s a cause.
MAKE IT PERSONALTreat each other like family • Celebrate milestones • Honor achievements • Be there in the tough (and good...
WORK TO KEEP CULTURE ALIVE      Make time to celebrate
WORK TO KEEP CULTURE ALIVE     We take our work seriously,
WORK TO KEEP CULTURE ALIVE     We take our work seriously,         but not ourselves
WORK TO KEEP IT FUN
WORK TO KEEP IT FUN
Our Home
WORK TO KEEP CULTURE ALIVE      Freedom to Have Fun!
Support the CULTURE
SO WHAT’S THE BENEFIT?   Our Customers see the difference.
BUILDING CUSTOMER            RELATIONSHIPS“We are in theCustomer ServiceBusiness. We justhappen to flyairplanes.”         ...
THE GOLDEN RULE do.Our Employees instinctively know what to
TREAT built on relationships between Employees and Customers.Southwest is             CUSTOMERS LIKE FAMILY
ARE RELATIONSHIPS ENOUGH?   We also have to deliver the best product
SAFE & DEPENDABLETRANSPORTATIONBest Safety RecordBest Ontime PerformanceConsistently Low FaresBest Flight ScheduleConvenie...
BUILDING VALUE FOROUR CUSTOMERS        “We must continue to        find ways to add value        for our Customers.”      ...
DESIRABLE PRODUCT
IMPROVING THE CUSTOMER EXPERIENCE                    High Tech AND High Touch• Human on the phone• Personal & researched  ...
OUR FUTURE IS BRIGHT
Our secret to success?   It’s still our people
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
Southwest Airlines: The secrets of our success!  By Bobby Loeb
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Southwest Airlines: The secrets of our success! By Bobby Loeb

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Southwest Airlines: The secrets of our success! By Bobby Loeb

  1. 1. SOUTHWESTAIRLINESThe Secret of our Success!Bobby Loeb
  2. 2. A bit about Bobby 18 years Sr. Director Training
  3. 3. A bit about Bobby
  4. 4. A bit about Bobby
  5. 5. A bit about Bobby
  6. 6. Who is Southwest Airlines?
  7. 7. SOUTHWEST HISTORY
  8. 8. SOUTHWEST HISTORY
  9. 9. SOUTHWEST HISTORY
  10. 10. SOUTHWEST HISTORY
  11. 11. SOUTHWEST SUCCESS• 1.5 Billion Customers You are•FIRED! 39 Years of probability• No Layoffs!
  12. 12. SOUTHWEST SUCCESSLowest number of DOT Top Airline in Customer Complaints Customer Service Consumer Reports, 2011
  13. 13. SOUTHWEST SUCCESS 1. Apple 2. Google 3. Berkshire Hathaway 4. Southwest Airlines 5. Procter & Gamble Fortune’ s World’s Most Admired Companies, 2011
  14. 14. It starts with our Employees
  15. 15. BUILDING A BRAND FROM THE INSIDE OUT“The Business of Business is People.” -Herb Kelleher Chairman Emeritus
  16. 16. HIRE FOR ATTITUDE 193,636 resumes 4,349 new Employees 2%
  17. 17. EMPLOYEES FIRST1. Employees2. Customers3. ShareholdersHappy Employees = Happy CustomersHappy Customers = Happy Shareholders
  18. 18. MAKE IT PERSONAL Not just a career; it’s a cause.
  19. 19. MAKE IT PERSONALTreat each other like family • Celebrate milestones • Honor achievements • Be there in the tough (and good) times
  20. 20. WORK TO KEEP CULTURE ALIVE Make time to celebrate
  21. 21. WORK TO KEEP CULTURE ALIVE We take our work seriously,
  22. 22. WORK TO KEEP CULTURE ALIVE We take our work seriously, but not ourselves
  23. 23. WORK TO KEEP IT FUN
  24. 24. WORK TO KEEP IT FUN
  25. 25. Our Home
  26. 26. WORK TO KEEP CULTURE ALIVE Freedom to Have Fun!
  27. 27. Support the CULTURE
  28. 28. SO WHAT’S THE BENEFIT? Our Customers see the difference.
  29. 29. BUILDING CUSTOMER RELATIONSHIPS“We are in theCustomer ServiceBusiness. We justhappen to flyairplanes.” -Colleen Barrett President Emeritus
  30. 30. THE GOLDEN RULE do.Our Employees instinctively know what to
  31. 31. TREAT built on relationships between Employees and Customers.Southwest is CUSTOMERS LIKE FAMILY
  32. 32. ARE RELATIONSHIPS ENOUGH? We also have to deliver the best product
  33. 33. SAFE & DEPENDABLETRANSPORTATIONBest Safety RecordBest Ontime PerformanceConsistently Low FaresBest Flight ScheduleConvenient Nonstop Service
  34. 34. BUILDING VALUE FOROUR CUSTOMERS “We must continue to find ways to add value for our Customers.” -Gary Kelly, Chairman, President, and CEO
  35. 35. DESIRABLE PRODUCT
  36. 36. IMPROVING THE CUSTOMER EXPERIENCE High Tech AND High Touch• Human on the phone• Personal & researched responses• Empowerment to help
  37. 37. OUR FUTURE IS BRIGHT
  38. 38. Our secret to success? It’s still our people

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