building a brand from the inside out€¦ · southwest success. 3 • largest domestic airline...
TRANSCRIPT
Building a Brand From the Inside Out
1Confidential and Proprietary
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Where it all began…
Southwest Success
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• Largest Domestic Airline--25% market share
• Profitable for 45 consecutive years
• 60,000 + Employees
• Serve 100 destinations throughout the US, Mexico, & Caribbean
• No Layoffs in Company history
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Put People FirstPromote
Purpose-Driven Values
Nurture the Culture
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Put People First
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Company CultureEmployee Engagement
Communication ConnectionsCommunity Outreach
HealthWellness
Training & DevelopmentFinancial Rewards
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Our Values: Living the Southwest Way
Warrior Spirit Servant’s Heart Fun LUVing Attitude
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Equip & Empower
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Three Hospitality Objectives
1ARM our Employees and Leaders with the Southwest Airlines Hospitality Expectations
2EMPOWER our Employees to differentiate the brand when the experience breaks down
3ENSURE Leaders and Employees demonstrate Hospitality as defined by the provided expectations
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Go where your Customers are…
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…and listen to them in real time
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Nurture the Culture
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Keep the Culture AliveCelebration & Recognition
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Recognize Excellence &Incent Behavior
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Be a Part of the Community
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Active & Equipped Leaders
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Keep Employees Engaged
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2017 Employee Engagement
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It all Starts with People
“The Businessof Businessis People.”
-Herb KelleherChairman EmeritusSouthwest Airlines