First off, let me make clear that I’m a huge fan of Southwest Airlines. When I travel, they are my first choice for an airline. The price, the company culture, and common sense methodology that they use to run a business impresses me everytime.
But two separate things have come up about SWA in the past few days that all marketers (and Southwest) could take a lesson.
1) People don’t like change…even GOOD changeWhen I was a child, my grandmother would sit at the kitchen table to make out a grocery list. She would mentally go through the store and write things down in the order that she would come to them. One day we went and they had re-set the store. It threw her system off and made her mad.
I was extremely familiar with the SWA website. I knew where everything was. Then I logged on the other day and they […]
Published by Chris Houchens
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