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...
Last week I was traveling back from Montana and had the first flight out at 5:30 am. I arrived at 4:30 am, checked my bag with the airline and headed to security for screening. The Missoula, MT airport isn’t very big by today’s airport standards and has precious few...
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....
