Customer Experience = Company Reputation

Herb Kelleher, founder of Southwest Airlines, knew that if he made his employees happy, he would too. A savvy entrepreneur, Kelleher knew that his employees were as much a part of his product as the seats and routes because they created the experience. He created a culture that catered more to employees than to customers to ensure the creation of a loyal and satisfied base of customers. Customer satisfaction is perhaps the single most important aspect of reputation and a tough one for new businesses to maintain. When you’re neck deep in product development, marketing, selling, delivery, and operations, building a strong customer service operation can be a challenge. However, providing poo

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