Reflection on class 01/12/10

I think this is going to be a rough semester. We are going to be learning a lot and hopefully we can actually learn all of this important information rather than just memorize it for the test and forget about it later since the content of this class is going to be so helpful in our future.

I really liked the assessment of Southwest Airlines because they seem to have it right and are doing so well financially as well as with their reputation as a company that provides excellent customer service and satisfaction. It seems so easy; look at the big picture, yet so many companies and execs look at the immediate cost or bottom - line. So many companies focus on being able to bring in the big bucks but don't stop and think about the fact that they are dealing with people and that people will pay more if they enjoy the experience as well as the product. It's amazing to me that these execs have pigeon-holed their view and seem completely unable or interested in improving their game.