Customer Focused Guest Experience Magazine Sales 
CSM Magazine
SEPTEMBER 28, 2016
They became the “love airline” with the flashy flight attendants and the most entertaining flight experience. The President Emeritus, Colleen Barrett, has a favorite saying about Southwest Airlines: “We are a Customer Service Company; we just happen to fly airplanes.”. People are never hired; they’re “cast for a role.”
ShepHyken
FEBRUARY 25, 2019
My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders.
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