Customer Satisfaction & Employee Satisfaction = Profitable Airline?
#1
Original Poster
Join Date: Mar 2003
Location: Los Angeles, CA
Programs: UA 1K 1MMer & LT UC (when flying UA); Hyatt Credit Cardist; HHonors Diamond; Marriott Gold via UA 1K
Posts: 6,953
Customer Satisfaction & Employee Satisfaction = Profitable Airline?
This article is not strictly US Airways, so mods can feel free to move it. However, it was written by one of the co-chairs of FFOCUS, so I am posting it here.
http://www.howwasyourflight.com/edit...table-airline/
http://www.howwasyourflight.com/edit...table-airline/
#2
Join Date: Jun 2003
Location: Athens, WV, USA; a US cockroach long before it was in FFOCUS; now a lowly US5 for only the 2nd time in 20 years.
Programs: US5
Posts: 3,050
Correct me if I'm wrong, but isn't that the secret to WN's success???
#3
Join Date: Jun 2006
Programs: SPG Gold, Delta Platinum
Posts: 528
This article is not strictly US Airways, so mods can feel free to move it. However, it was written by one of the co-chairs of FFOCUS, so I am posting it here.
http://www.howwasyourflight.com/edit...table-airline/
http://www.howwasyourflight.com/edit...table-airline/
#4
Join Date: Feb 2008
Location: The Right Creek, AZ
Programs: UA Silver, AA Lifetime Gold, Marriott Lifetime Platinum
Posts: 593
A couple of years ago Wegman's supermarkets were named the best company to work for by Fortune magazine. When asked for his business philosophy the head of the company said exactly the same thing. It's management's job to keep employees happy and all else flows from that. And the stores are packed every time I go. This philosophy applies to all businesses. And the industries that forget it- like airlines and the auto industry- suffer.
Just like Costco. They employees are very well-treated, and seem to have a lot of loyalty to the company. I know it makes my shopping experience a lot nicer knowing I am not going to run into too many, if any, disgruntled miserable staffers.
#5
Original Poster
Join Date: Mar 2003
Location: Los Angeles, CA
Programs: UA 1K 1MMer & LT UC (when flying UA); Hyatt Credit Cardist; HHonors Diamond; Marriott Gold via UA 1K
Posts: 6,953
A couple of years ago Wegman's supermarkets were named the best company to work for by Fortune magazine. When asked for his business philosophy the head of the company said exactly the same thing. It's management's job to keep employees happy and all else flows from that. And the stores are packed every time I go. This philosophy applies to all businesses. And the industries that forget it- like airlines and the auto industry- suffer.
#6
Join Date: Jun 2006
Programs: SPG Gold, Delta Platinum
Posts: 528
My wife and I say to each other that if we ever move from Upstate NY the thing we'll miss the most is Wegmans. They have the most customer loyalty of any business I know of. And they don't do it because they have the lowest prices either. It's because they have the most pleasant shopping experience. A lesson the airlines could learn. This race to the bottom nonsense will have no winners.
#7
Join Date: Sep 2003
Location: CLT
Programs: Choice Hotels/FFOCUS
Posts: 7,256
For sure US does NOT put employees first. As a result it is very hard to find anyone who cares. It's just a lousy job you show up to then go home.