I’ve flown several different airlines in the past few months. Most recently, I flew Southwest and was reminded how much I enjoy the flying with Southwest compared to other airlines. Southwest Company Culture Southwest has created a culture that is positive, fun and engaging for employees. Employees are happy and interact positively with customers. They are encouraged to be creative in the way they complete otherwise boring, repetitive tasks required by Federal regulations. One of my favorites was the flight attendant who asked, “Did anyone lose this?” Of course, we all looked up. The attendant was smiling and said, “Now...
Employee engagement receives a great deal of attention. What is meant by that? Employee engagement is broadly considered to be the relationship between an organization and its employees. Employees who are engaged are enthusiastic about their work and actively support the organization. It makes sense then that employee engagement is linked to customer experience. Companies with engaged employees have been found to benefit by increased profits, decreased employee turnover and improved customer experience. According to a recent KPMG study, 70% of engaged employees report having a good understanding of customer experience versus just 17% of disengaged employees. In the same...
