Southwest Airlines

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  • 1. Southwest AirlinesStephanie Colpo, Lauren Dixion, Shannon Pagels. Julie Walsh

2. Customer Service Key toSouthwestThe mission ofSouthwest Airlines isdedication to thehighest quality ofcustomer servicedelivered with a senseof warmth,friendliness, individualpride, and companyspirit. 3. Happiness = $Life at Southwest:Happy Employees=Happy Customers.Happy Customerskeep Southwest Flying 4. Leadership at Southwest10 Directors, 2 Female2011 Marked thecompanys 39thconsecutive year ofprofitability2011 Total OperatingRevenue= $15.7Billion 5. Southwest SocialExtremely active oncompany brandedsocial sites, their NutsAbout Southwest blogand ConversationsForumMore than 2,000,000likes and 60,000 peopletalking about thecorporation on a dailybasis 6. Southwest SocialMore than 300 videossurround their RapidRewards ProgramPosts vary infrequency with at leastone post a day, everyday 7. Magazine Rankings, FastFactsAirlines routinely leftoff Best Places toWork ListsSouthwest is strongerin reputation rankingsthan brand rankingsHighest Rank: 4 onFortunes MostAdmired 2011 8. Magazine Rankings, 2012Ranks 10 on FortunesMost AdmiredRanks 26 on HarrisReputation QuotientRanks 51 onReputation Institute 9. Magazine Rankings, Yearover YearDeclined from 4 to 10in Fortunes MostAdmiredDeclined 2.28 points inHarris ReputationQuotient 10. Where Southwest Is...1 in Brandindexs 2011US Buzz Rankings forAirlinesTop ranking by ForbesBrands American Menand Women DesireGlassdoor.coms 50Best Places to Work 11. Where Southwest is Not...InterbrandBrandZFortunes Best Placesto WorkBostonCollege/ReputationInstitutes CSRRanking 12. Southwest = Media DarlingSouthwest stands outamong the villainsTone of coverage ispositive to neutralPositive reputation,continued growth,customer-servicefocus 13. News OutletsFeatures or mentionsin numerous elitemedia outletsNYT, WSJ, Forbes,Fortune, CNN,MSNBCHometown pubs catchevery detail 14. Coverage FocusAirline Industry NewsSWA Financial NewsSWA BusinessOperationsFlight-SpecificIncidents 15. Social BuzzDespite operating in anegatively perceived industry,Southwest receives mostlypositive sentiment (84%favorable)Negative sentiment has neverreached above 17% in thepast yearMost conversation occurs onTwitter (mentioned in 343tweets per day, or 14 tweetsper hour) 16. Social Comparison2,462,335 1,308,495 likesfollowers8,0978,244 likesfollowers 324, 929378,269 likesfollowers 35,6129,677 likesfollowers 17. Do you feel the LUV? 18. RecommendationsReputation Public Relations Boost their R&D andMaintain and continue toInnovation efforts improve current reputation Continue to tout their CSR Maintain close relationshipsGreen Initiativeswith local media Continue to address negativeSocial Media news as soon as possible Expand to additional platforms Establish Southwest memberexclusives 19. Thanks for the LUV!