April 3, 2012 | Micah Solomon
A consciously developed customer-centered culture is a business advantage that will serve you for years — and inoculate you against competitive inroads. Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it: United Airlines’ United Shuttle, Continental Airlines’ Continental Lite, Delta’s Delta Express and US Airways’ Metro-Jet.
What did these companies lack: Money? Name recognition? Hardly. They lacked Southwest’s relentless focus on culture, which none of its pop-up competitors was willing to slow down to emulate. And all are now bust.
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