![]() In the year ahead, we’ll focus on improving Customer-to-Employee interactions throughout the ticketing area, untethering Customer Service from computers, and providing mobility to serve Customers on their travel journeys.īe consistently reliable and operate with excellenceĭeliver upgraded technology, tools, and processes, rooted in a Safety-first mindset. It’s all part of making the Southwest Experience more seamless and even easier. We’ve also continued to make our digital experience more convenient with enhancements like an improved My Account, our one-stop digital shop for managing booked travel, along with flexible payment options like Venmo, Apple Pay, and PayPal. We rolled out a new policy that remains unmatched in our industry-flight credits that don’t expire! We want Customers to know that when they book with Southwest, they’ll have flexibility if their plans change. In 2022, we also introduced Wanna Get Away Plus™, a new fare class that gives our Customers the freedom they love about flying with Southwest, plus the new ability to transfer travel funds and confirm a same-day flight change. For example, when we introduced digital self-service features, like the ability for Customers to purchase Upgraded Boarding on mobile and adding lap-child travelers to online bookings, this reduced the need to wait in lines at the airport and allowed our Employees to serve other Customers who need help with a focus on Hospitality. What these updates have in common is they’re all intended to remove friction from our experience and help you deliver better service to our Customers. Our Customer Experience investments include faster WiFi, new in-seat power, larger overhead bins, and more self-service capabilities, just to name a few. Offer service that our Employees are proud of and our Customers trust, and roll out planned Customer Experience investments. It takes all of us, working together as a Team, to make this great Company go every day. ![]() We absolutely cannot allow selfishness or tribalism to be the destroyer of what we stand for. That’s what the competition can’t match, and that’s what’s core to our continued success-living out our Southwest Way Values each and every day.Īs Herb famously warned in his 1998 Message to the Field (what we call Rally today), the only real risk, the only real enemy, the only thing that could cause us to fail, is if we ever become divided. Our People and our Southwest Way Values are at the core of our DNA.Ī lot of companies provide transportation, or fly airplanes, but no one does it the way we do, with Southwest Heart. Now, with work underway to address the challenges we experienced at the end of the year, let’s turn our eyes forward to the great plan we have for 2023.įocus on “we” before “me.” We win when we support each other, serve others, and work together as a Team. Last year’s focus areas were all about getting “Back to Basics,” and you all did just that. As we think about what we need to prioritize to achieve those strategic goals, I’ve outlined five new focus areas for the year. I’m extremely proud of-and extremely confident in-our strategic plan for Southwest. One callout I want to make on that fifth priority … those with a keen eye might notice what was previously “Do well by doing good” is now “ be a good citizen.” The intent and the work behind this priority remains the same, but I thought “be a good citizen” was clearer.And five, Be a good citizen by championing causes that matter most, including committing to a diverse and inclusive workforce, addressing our carbon emissions, and investing in community partnerships that drive impact.Four, Maintain our low-cost advantage through everyday discipline and tangible efficiency initiatives.Three, Modernize the operation by giving you-our exceptional Employees-the tools you need to serve our Customers-and each other-with our legendary Hospitality.Two, Win more Customers and grow revenue by being where and when Customers want to buy and fly, and by modernizing the Customer Experience.One, Reinvigorate our winning Culture through Employee engagement, modernizing the Employee experience, and living The Southwest Way.These inspirational priorities set the foundation for the work ahead of us. In 2022, I introduced our Foundational 5, our five Strategic Priorities to take us through 2026. On his one-year anniversary of assuming the CEO role, today Bob Jordan sent an Employee update on our strategic plan, outlining our priorities to take us through 2026, along with our 2023 focus areas.
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