Church of the Customer Blog
« Herb Kelleher's doppleganger | Main | Chicago Marketing Wonk roundup »
February 20, 2005
Herb Kelleher's doppleganger
Two recent articles help explain the continued success of Southwest Airlines, which now carries more domestic passengers than any other U.S. airline.
Businessweek says (subscription req'd) CEO Gary Kelly is extending the company's reputation for transparency by insisting "all employees get regular scorecards on productivity and profitability measures."
Easily a no-brainer idea yet so frightening for the command-and-control organizations that fear a single misplaced hair could tarnish the company's branded 'do of infallibility.
Kelly is carrying on founder Herb Kelleher's love of Halloween, too. At the company's Halloween party, Kelly dressed up as the spitting-image (or is that the tongue-licking image?) of Kiss frontman Gene Simmons. A pict of Kelly in full Simmons regalia is in the print edition.
Meanwhile, the Pittsburgh Tribune-Review explains various reasons (including mine) why U.S. Airways should be concerned about Southwest's entry into Steeler Town in May. Two among them: Southwest typically hires the most-friendly employees -- not easy to do when the starting salary for a new flight attendant is $16,760 -- and it consistently ranks in the top tier of fewest complaints. U.S. Air consistently is near the bottom of customer satisfaction.
Other blogs that reference Herb Kelleher's doppleganger:
» Secret of Southwest's Success from AnumatiNews
Ben McConnell talks about the secret behind Southwest's success, which includes:
CEO Gary Kelly... [Read More]
I have recently been treated very poorly by Chase Visa under my Southwest Airlines Rapid Rewards account. Since my Visa card has Southwest Airlince written all over it, and the monthly statement is the same, my absolute disappointment is directed at Southwest Airlines for hiring Chase. It makes it hard for me to believe that Southwest puts the customer first when they hire a Visa service provider that puts the customer last. Time for me to look to moving over to American or Northwest for both my visa card and preferred airlines to fly. I will communicate this fact to all my friends and family...
Randy
