Airlines Leadership Mission Statement Workshop 
Skip Prichard
JANUARY 14, 2020
As someone who has spent their career going inside organizations that do customer service extremely well – from Nordstrom, USAA, Southwest Airlines, Zappos , L.L. Leadership Tip: great service cultures give employees leeway and power. All of these are ways that great customer service cultures are maintained.
Harvard Business Review
DECEMBER 9, 2015
At their founding, most companies have a deep sense of purpose and mission (the top of the pyramid), which inspires employees throughout the organization. Southwest Airlines promised people the “freedom to fly” at a low price. Maybe they write a bold new mission statement—which, unfortunately, no one takes seriously.
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