![]() The airline’s “Bags Fly Free” marketing campaign is clear proof of how Southwest puts its money where its mouth us – the airline has consistently never charged for checked bags. Humor even over corporate behavior Behaviors that are rewarded or punished Southwest’s Culture Priorities:Įmployee happiness even over customer satisfaction Work the Southwest WayĮmpathy, luv, and humor are paramount at Southwest Airlines. (*) This is how Southwest spells “love ” the company’s stock ticker symbol is LUV. Southwest Airlines core values: Live the Southwest Way Southwest Airlines’ purpose is: “ Connect People to what’s important in their lives through friendly, reliable, low-cost air travel.” The things you can’t buy are dedication, devotion, loyalty - the feeling that you are participating in a crusade,” - Herb Kelleher “Competitors can buy all the physical things. ![]() The airline turned it into a powerful tool to build empathy with customers during tough events. Southwest’s use of humor is not only successful, but hard to replicate. The Core of Southwest's Culture: Values and PurposeĪ well-designed workplace culture is a sustainable competitive advantage.Ĭompetitors can’t simply adopt the levels of engagement and commitment found in the company – it takes a special kind of employee and company culture. The airline encourages its employees to innovate, communicate, understand, and care. The unique, fun, loving culture of Southwest has been a core component of its success. The development, improvement, and refinement of the originality, individuality, identity, and personality of a given people. Southwest has its own definition of culture: 85% of employees say they’re proud to work for Southwest.#1 lowest number of customer complaints.Putting employees’ happiness first has created strong business results for Southwest Airlines, which include: Here’s a perfect example that this couldn’t be farther from the truth. ![]() One of the most common misconceptions about culture is that it’s something squishy and soft. Southwest Airlines’ culture is the perfect example that being human and vulnerable can drive huge dividends. “The business of business is People.”–Herb Kelleher, founder of Southwest Airlines Southwest Airlines is a company where people work hard and play hard.
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