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An Idea A Day by David Thompson

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VALUES

ESTABLISH YOUR VALUES

Jonathan Gifford

The idea

The Texas-based American low-cost airline, Southwest, established itself on a platform of exceptional customer service. Its former president, Colleen Barrett, explains how the company’s values are nailed to its mast: “Our mission statement is posted every three feet, all over every location that we have, so if you’re a customer, you’ve seen it. It’s ...

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