Here's my take. In part, their success is because they're not in the same business as many of the others. Southwest is in the experience business, while the others are merely in the airline business. Quite simply, if you've ever flown Southwest, I'd venture to say your airline "transaction" (you pay X amount for the airline to take you from point A to point B) morphed into an "interaction" very quickly. They are the epitome of a WOWEDFactor organization: every crucial touch point along their cycle of service is designed to deliver an extraordinary customer service experience that adds significantly to the Southwest value proposition.
WOWEDFactor definition: a customer service experience that was so extraordinary, "humanizing, engaging or connecting," your perception of the person you were dealing with, and consequently the business or organization, became significantly enhanced (WOWEDFactor Defining Article)
Here's my #1 favorite Southwest WOWEDSighting: I was on a night flight and the attendant got on the P.A. and started to sing: "Good night, go to sleep, you want nothing to drink!" Every body laughed. WOWEDFactor interaction delivered. The value of Southwest was enhanced and we hadn't left the gate!
In addition, it always seems like the customer contact people are actually ... glad to see you! Remarkable. I could go on and on.
Any Southwest WOWEDSightings out there? We're accepting submittals on our Facebook page:
Facebook.com/WOWEDAmerica. The best of the best will WIN the invaluable and limited edition WOWEDAMERICA "IWasWOWED.com" t-shirt! The contest will be open through Valentine's Day, February 14th -- only makes sense b/c Southwest's home airport is "Love" Field in Dallas!
Yours, in search of WOWEDSightings,
Firestone
firestone@wowedamerica.com
314-863-4000
