Customer Satisfaction & Employee Satisfaction: Do they Go Hand in Hand with a Profitable Airline?

Is it really the high cost of fuel that is forcing the changes we’re seeing in the airline business today? Or is it something more fundamental? Something so basic most of us learned it in Kindergarten. Treat people as you would like to be treated. Play fair; be honest, trustworthy and loyal to those around you. When your industry has lower Customer Satisfaction ratings than the Internal Revenue Service you have a fundamental problem that overshadows any business climate no matter how severe.

Business school professors who have educated our current crop of leaders often like to pose this conundrum: Which do you put first, your employees, your customers, or your shareholders? Is the answer really all that difficult? Or is it simply common sense? [Read more]