Southwest Airlines provides an example of a “keep it simple” service offering (simple = concentrated, specific, focused; see post below); in other words, execution is key (and easier):
- They don’t fly everywhere
- Sparse customer amenities
- No seating class distinctions
- Fewest customer options
- No choices on type of aircraft
- Simplest pricing structure
- Bare-bones frequent flier program
- No frills
- Few pretenses
- Peanuts, not meals
But…
- Good schedules for destinations served
- Fewest cancellations
- Best on-time performance
- Safest airline worldwide
- Fastest gate turnaround
- Employees appear to be happy
- Simplest customer-interface
- Highest customer ratings
- Most consistently profitable
- Lots of peanuts
UC Irvine Administrative and Business Services via Signal vs. Noise
Hi, I'm Drew Weilage. 