Archived Issue
Vox Voice
Issue IX
May 2008
____________________________________________________
Have you ever wondered how Southwest Airlines consistently outpaces the industry in customer satisfaction rankings?
http://www.azcentral.com/business/articles/2008/05/21/20080521biz-talker0521.html
They profess to be the "The Low Fare Airline," and maintain costs by purchasing planes in bulk and maximize profits by turning planes around quickly between flights. Other airlines talk about more leg room, more routes, and better service. Yet, Southwest is the airline that consistently scores high with customers. The key is that they set lower expectations and then beat those expectations, while other airlines create higher expectations and miss the mark. It's all about expectations, and that's what this newsletter's about. Take a look.
~ Bill Cusick, CEO
____________________________________________________Article - "Soaring to New Heights of Disappointment," by Emily Ceisel, Associate Consultant
____________________________________________________Article - "The Blind Leading the Sighted,"
by Ryan Cleek, Associate Consultant
Woman v. Machine
Remember the Library? This week Jeannie takes on the library self-checkout kiosk
http://www.voxinc.com/blog
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