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  • Without A Heart, It's Just A Machine

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    Without a heart, it's just a machine summarizes Southwest Airlines' business model and culture. The presentation discusses Southwest's principal values of simplicity and strong employee knowledge. It created the "Southwest" culture by focusing on customers first and empowering employees. Southwest disrupted the airline industry through its low-cost business model with no baggage fees and quick turnaround times. The summary concludes by noting some key customer relationship management lessons to learn from Southwest Airlines.

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    Without a heart, it's just a machine summarizes Southwest Airlines' business model and culture. The presentation discusses Southwest's principal values of simplicity and strong employee knowledge. It created the "Southwest" culture by focusing on customers first and empowering employees. Southwest disrupted the airline industry through its low-cost business model with no baggage fees and quick turnaround times. The summary concludes by noting some key customer relationship management lessons to learn from Southwest Airlines.

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    26 views16 pages

    Without A Heart, It's Just A Machine

    Uploaded by

    Travelers Eyes
    Without a heart, it's just a machine summarizes Southwest Airlines' business model and culture. The presentation discusses Southwest's principal values of simplicity and strong employee knowledge. It created the "Southwest" culture by focusing on customers first and empowering employees. Southwest disrupted the airline industry through its low-cost business model with no baggage fees and quick turnaround times. The summary concludes by noting some key customer relationship management lessons to learn from Southwest Airlines.

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    of 16

    Without a heart, it's just a machine

    Presented By:
    Aakriti Gupta
    Dhaval
    Makhwana
    Dipsankha Saha
    Pramey Zode
    Rahul Contractor
    Reema Kujur
    Rohan Bharaj
    Vineet Vinod
    Introduction
    Southwest’s Principal
    Values
    Creation of “Southwest”
    culture
    Business Model
    Disruptive Innovation
    Strength Weakness
    •Simplicity in operational tactics •Baggage Handling
    •Strong technical and operational
    knowledge among employees •No segmentation of services

    •Low Cost per seat mile & Turnaround


    •Dependant on a single airplane
    time
    producer(Boeing)
    •Friendly approach & Close Bonding with
    customers
    •Great working culture among employees
    •Innovative ideas to retain old
    customers
    •Free baggage policy
    •10 minute turn around time
    Opportunities Threats
    •Growing US Airline Industry •Stiff competition from other airliners
    • New International market •Dissatisfaction among frequent
    •Partnership with foreign airliners travelers
    •Expanding services to include services •Rising fuel and operational cost
    for leisure or business classes •Restricted fare seats
    •Copycat “Low cost” Airliners
    Strategies
    Creation of “LUV” brand
    Comparison with other
    Airlines
    CRM lessons to learn from SWA

     Understand that you are in a service


    business
     Customers first, employees second
     Always be polite and humble
     Empowerment of employees
     Build healthy relationships
    Thank You!

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