Lead Change Blog
APRIL 1, 2016
Helping the CEO of Southwest Airlines launch a best-selling book. ” As for advice he would give, he believes schools should teach ethics. ” he responded, “Work as a keynote speaker, write business books, and work as a customer loyalty consultant–exactly what I am doing”! trustworthiness.
Modern Servant Leader
OCTOBER 9, 2012
On a recent flight on Southwest Airlines, I read in their magazine an article by the current CEO of Southwest, who stated they make it a practice of hiring people with a “Servants Heart.” You didn’t ask, but the issue of morality and ethics is another area I broach in my lessons. There are many of course.
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Harvard Business Review
MARCH 10, 2015
Aggressive moves by airlines to migrate frequent flyer metrics from miles flown to dollars spent have caused bargain-hunting road warriors worldwide to whine about “disloyalty programs.” Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more.
Coaching Tip
FEBRUARY 23, 2012
Consider how Southwest Airlines flight attendants are free to flex their creativity and sense of humor when walking passengers through safety procedures; their individual personalities bring an uplifting jolt to a mundane process. Sticking with Southwest Airlines, why do their flight attendants entertain their passengers?
Women on Business
JANUARY 24, 2011
When testing ideas are part of the creative process for product, service, or business development, this triangle must be a business priority: To test product, watch prospects interact with it—whether they use a tool, read a book, choose a necklace, or scan an airline ticket. Loyalty is paid for one way or another.
Harvard Business Review
OCTOBER 11, 2012
We've been selling our privacy for a while now: We sell our privacy to the grocery store, when we allow loyalty cards to track each and every thing we purchase, in exchange for discounts on green beans and more. We sell our privacy to the airlines when we download an airline app to our smartphones to receive better customer service.
CO2
JUNE 29, 2010
Moreover, ethical followers can help leaders avoid making questionable decisions and high performing followers often motivate leaders to raise their own levels of performance. Trust is a common factor in the cost-benefits analysis, compliance with authority, or loyalty to leaders hypotheses.
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