Lorraine Grubbs, Former Southwest Executive and Author of Lessons in Loyalty, to Discuss How Southwest Built and Maintains One of the Most Faithful Customer Bases
Phenomenally successful and renowned for its stellar customer service, Southwest Airlines recognized long ago that they were in the customer service industry; they just happened to fly airplanes. They realized the existence of dual customers; their internal customers, better known as their ‘employees’ and their external customers ‘passengers, vendors and partners.’ Their customer service mindset was established within their mission statement which vows to deliver care and service to both their employees and customers. Today, we know that the customer has never been more important and the most successful organizations have realized the power of the customer experience and the need to create a customer-centric culture.
“How to Build a Culture of Loyalty ï¿½ How Southwest Airlines Does It” will feature Lorraine Grubbs, former Southwest executive and author of Lessons in Loyalty. Ms. Grubbs will discuss how organizations can create a customer service culture, regardless of size. Attendees will learn principles and practices that, when implemented correctly, will help boost the level of customer loyalty within their organizations and ultimately position their companies as industry leaders for a tremendous competitive advantage.
Parature’s “Best Practices in Customer Service” webinar series is designed to serve as an educational and informational resource for organizations throughout numerous industry sectors to gain insight into customer service best practices and to improve the customer experience. To register for any webinar in the series or to view previous webinars visit parature.com/webinars.
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. Parature Customer Serviceï¿½ software integrates a customer portal, rich knowledgebase, ticketing, and a host of other modules in one dynamic, tightly unified system that allows organizations to effectively manage all of their support needs. Parature software increases efficiency across entire organizations, improving processes among customer support, operations, development and sales.
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support over 30 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries. Parature is among Inc. Magazine’s Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including Rosetta Stone, Cox Communications, SuccessFactors and Threadless. Parature is headquartered in Herndon, Virginia. For more information, visit www.parature.com , follow @parature on Twitter, or like us on Facebook at facebook.com/parature.