It was a couple of years ago that I began to suspect things were changing at Southwest. The esprit de corps was missing. No singing during landing or jokes on take-off. Uniforms replaced shorts and golf shirts. Southwest didn’t feel
like Southwest. With the introduction of their latest ad campaign, my suspicions have been confirmed. The bean counters have taken over.
A sure sign that the marketing people have lost control of the ship is when the advertising starts to focus on the company instead of the customer. Sad … (read more…)