Harvard Business School Case Study on Southwest Airlines

This is the analysis of the marketing and service strategies adopted by Southwest Airlines

1. Without a heart, it's just a machine
Presented By:
Aakriti Gupta
Dhaval
Makhwana
Dipsankha Saha
Pramey Zode
Rahul Contractor
Reema Kujur
Rohan Bharaj
Vineet Vinod

3. Introduction

4. Southwest’s Principal
Values

5. Creation of “Southwest”
culture

6. Business Model

7. Disruptive Innovation

8. Strength
·Simplicity in operational tactics
·Strong technical and operational
knowledge among employees
·Low Cost per seat mile & Turnaround
time
·Friendly approach & Close Bonding with
customers
·Great working culture among employees
·Innovative ideas to retain old
customers
·Free baggage policy
·10 minute turn around time
Weakness
•Baggage Handling
•No segmentation of services
•Dependant on a single airplane
producer(Boeing)

Opportunities
•Growing US Airline Industry
• New International market
•Partnership with foreign airliners
•Expanding services to include services
for leisure or business classes
Threats
•Stiff competition from other airliners
•Dissatisfaction among frequent
travelers
•Rising fuel and operational cost
•Restricted fare seats
•Copycat “Low cost” Airliners

9. Strategies

10. Creation of “LUV” brand

11. Comparison with other
Airlines

15. 5 CRM lessons to learn from SWA
Understand that you are in a service
business
Customers first, employees second
Always be polite and humble
Empowerment of employees
Build healthy relationships

16. Thank You!