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Herb Kelleher Completes His Service on Earth

Modern Servant Leader

Herb Kelleher, the founder and Chairman Emeritus of Southwest Airlines , passed away today (January 3rd, 2019). Southwest Airlines 2011 Results Reflect Benefits of Servant Leadership. The things you can’t buy are dedication, devotion, loyalty—the feeling that you are participating in a crusade.”. Thank you, Herb.

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Love Them and Lead Them

The Practical Leader

He shows that the most successful organizations create fanatical loyalty that goes way beyond reason to highly charged emotional connections. That’s particularly true in the airline industry. That’s particularly true in the airline industry. Airline revenues collapsed while fixed costs stayed high.

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All airlines are the same, except for their people.

Strategy Driven

Mostly on major airlines, but because I’m more interested in flying non-stop than getting travel miles or points, I take whatever airline is most convenient for my schedule. This past Friday I found myself flying Alaska Airlines from Atlanta, Georgia, to Portland, Oregon. I hope airline employees at your airport act that way!

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10 Elements of an Outstanding Customer Service Culture

Skip Prichard

As someone who has spent their career going inside organizations that do customer service extremely well – from Nordstrom, USAA, Southwest Airlines, Zappos , L.L. At Zappos, employees refer to themselves as Zapponians; their lobby gift shop is the Z’Boutique, the contact center is called the Customer Loyalty Team, and so forth.

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New Approaches to Leadership Development: A New VUCA Filter

Great Leadership By Dan

When I worked at Southwest Airlines, we were taught that we were in the customer service industry even though we flew airplanes. By following the redefined VUCA “people” competencies, your leaders will build a culture of loyalty and respect. Lorraine is president of the consulting firm Lessons in Loyalty.

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Featured Leading Voice: Chip Bell

Lead Change Blog

Helping the CEO of Southwest Airlines launch a best-selling book. ” he responded, “Work as a keynote speaker, write business books, and work as a customer loyalty consultant–exactly what I am doing”! Being on CNBC, Fox Business, CNN and ABC pitching a new book. Getting a book endorsement from Seth Godin.

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Success Begins with Quality Customer Service

Chart Your Course

A recent Bain Capital Customer Loyalty study found that consumers are four times more likely to do business with a company that provides good customer service versus a competitor that offers a lower price. Retention Is Key. Live Chat Online.

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