If you've flown Southwest Airlines you know they're tops in airline customer service, driven by a leadership style that creates a company-wide culture where all employees own that culture.
According to SWA Chairman, President and CEO Gary Kelly, as reported in the company's in-flight magazine, "every company has a culture, whether that culture is supportive or stifling, active or passive, fun or discouraging."
to read more, visit: http://ericjacobsononmanagement.blogspot.com/2009/12/be-more-like-southwest-airlines.html
