Southwest Airlines: A Total Product Experience
What does Southwest Airlines strive to provide for its customers?
a. Low fare carrier with high level of customer service
b. High price tickets with luxurious services
c. Inconsistent service quality
d. Complicated booking process
Answer:
a. Low fare carrier with high level of customer service
Southwest Airlines aims to provide its customers with a total product experience that includes a low fare carrier with the highest level of customer service. This means that customers can enjoy affordable air travel without compromising on quality service. By focusing on meeting the needs, wants, and desires of its customers, Southwest Airlines has established itself as a reliable and customer-centric airline.
The airline regularly surveys its customers to gather feedback and improve its services continuously. This demonstrates Southwest's commitment to enhancing the overall customer experience and ensuring customer satisfaction.
By offering a total product experience that includes check-in, boarding, flying, and baggage claim experiences, Southwest Airlines strives to cater to the diverse needs of its passengers while maintaining its reputation as a low fare carrier with high-quality service.
From a marketing perspective, what does Southwest Airlines' philosophy of hiring fun-loving and outgoing employees exemplify?
a. Employees accepting lower wages for a fun work environment
b. Every employee being responsible for customer satisfaction
c. More amiable interpersonal relations leading to smoother operations
d. Company culture influencing marketing strategies
Answer:
b. Every employee being responsible for customer satisfaction
Southwest Airlines' philosophy of hiring fun-loving and outgoing employees exemplifies the marketing orientation that every employee is responsible for customer satisfaction. By ensuring that employees enjoy interacting with others and have a positive attitude towards their work, Southwest Airlines enhances the customer experience.
The company believes that creating a fun work environment and hiring employees who prioritize customer satisfaction contribute to its success as a low fare carrier with high-quality service. This customer-centric approach is embedded in Southwest's organizational culture and influences its marketing strategies to focus on delivering value to customers.
By fostering a culture of customer service excellence among its employees, Southwest Airlines reinforces its commitment to providing an enjoyable and memorable flying experience for passengers.