Three Components to Building Lasting Loyalty

Three Components to Building Lasting Loyalty

Ever wonder why customers are so loyal to Southwest Airlines? It’s really quite simple – they’ve built an Organizational Culture (OC) of customer service based on their Values + Philosophies x Actions or, more commonly referred to as, The OC Equation™. Southwest...
The Southwest Airlines OC – Is it Going the Way of the DoDo?

The Southwest Airlines OC – Is it Going the Way of the DoDo?

Culture as a Competitive Advantage Organizational Culture (OC) is a bedrock of Southwest Airlines, and arguably one of the main reasons for its un-paralleled success. Southwest’s culture has been established by fearlessly implementing and protecting their OC Equation....