http://www.sastwingees.org/2005/06/27/southwest-gets-customer-service/ Knowledge is Scrumptious Sun, 05 Feb 2012 13:13:57 +0000 hourly 1 http://wordpress.org/?v=3.3.1 http://www.sastwingees.org/2005/06/27/southwest-gets-customer-service/comment-page-1/#comment-80 Anonymous Mon, 27 Jun 2005 23:08:07 +0000 http://www.sastwingees.org/2005/06/27/southwest-gets-customer-service/#comment-80 Good one Sibu. As you correctly pointed out improving customer service is a must-do for the major airlines. However, i think they need to rethink their entire strategy given that the hub-and-spoke business model has become obsolete. Southwest's Herb Kelleher has been a visionary in that sense as well because he figured out 20 years ago that point-to-point no-frills was the way to go. Many strategy experts attribute that to his brilliant idea to benchmark his airline against the people that drive an automobile to travel the distance. So essentially Southwest had to keep their costs so low to be an effective competitor to the automobile and history has proven him right many times over. Good one Sibu. As you correctly pointed out improving customer service is a must-do for the major airlines. However, i think they need to rethink their entire strategy given that the hub-and-spoke business model has become obsolete. Southwest’s Herb Kelleher has been a visionary in that sense as well because he figured out 20 years ago that point-to-point no-frills was the way to go. Many strategy experts attribute that to his brilliant idea to benchmark his airline against the people that drive an automobile to travel the distance. So essentially Southwest had to keep their costs so low to be an effective competitor to the automobile and history has proven him right many times over.

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