Do Southwest Airlines' Nice-Guy Tactics Cost It Millions of Dollars in Profit?
The blog of the unique travel planning service Flightfox has a post comparing Dallas-based Southwest Airlines, the "low-budget darling" of the airline industry in the United States to Ryanair, Europe's low-low-cost carrier.
Join the discussion below, or Read more at D Magazine.
#1 Dec 6, 2013
no. nice guys means:
1) repeat customers = more revenue
2) no wasted time having employees arguing 10 hours on the phone to WIN an argument = reduced costs
Corollary: a company trying to WIN an argument only gets the customer really agitated and ultimately travel to their destination anyway (but likely not on SouthWest)= lost revenue.
Remember McDonald's: the customer is always right. Therefore they always come back.
#2 Dec 6, 2013
People know WN's bags fly free and customer friendly policies stand heads above the rest of UA, DL, AA
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