MKTG 2030 Chapter Notes - Chapter 2: Southwest Airlines, Voice Of The Customer, Focus Group
Document Summary
Avoid mistakes made by companies that do not understand customer needs. Companies that do not base their decisions on customer needs make some common mistakes that cost them time, money and resources. Ex. 1 gm producing gas guzzling suvs while gas prices are rising like crazy. As a result they have a lot of unsold inventories of their big suvs like tahoes etc. Meanwhile toyata has been selling gas efficient cars for the past years and are now catching up to gm as the #1 car company in the us. Meet companies that win by developing a deep understanding of customer needs and learn the valuable lessons they offer. In an industry that is experiencing massive employee layoffs, and lossess the exception is southwest airlines. They have celebertaed 35 years of consecutive profitability. The cofounder has stated that their success is based on the fact that. Customers don"t like to spend time in airports, waiting for a plane.
