Good company to audience relations
One company that has a great relationship with its audience is Southwest Airlines. They have prided themselves on focusing on the customer while maintaining low prices.
In the airline business Southwest has targeted the low fare business but maintained a large national fleet. To maintain the relationship that they have Southwest heavily markets the low fares, including free baggage. This is marketed such that the audience feels that Southwest is doing them a favor because they are "friends". By getting and maintaining a friendly association a person is generally more forgiving of any issues that may occur and they have a better attitude about flying.
Those that advertise a low fare but add on additional fees bring on a level of distrust from the customer. The customer is then more apt to complain of little issues and less agreeable when things don't go as planned.
By maintaining these relations Southwest has happier customers and ultimately happier employees. For many of the employees that have to deal with customers (flight attendants, gate personnel, ticket agents) they would gladly work with those in a better mood than those that are angry about every little thing.
A goal of the company would be to maintain the highest customer satisfaction rating in the industry. The outcome of the relationship would be in increased ticket sales and greater market share in the industry.
Great point Richard. Southwest has put there company ahead of it's competitors buy offering lower fares. With the economy being as it is the free baggage incentive is a plus. This is a great PR promotion. But how long can they continue if they do not make cuts in other areas?
ReplyDeleteI agree with the assessment of Southwest and the customer relations. Although I have never used Southwest, I have always heard positive things from friends that have.
ReplyDeleteI've never looked too much into Southwest (because I don't get to travel often) but every person I know that has flown with them has stated they would do so again. They must maintain good relations with their current customers because I hear people complain about most other airlines. Because of this I'm more likely to check Southwest out first for when I have to book a flight.
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