A High Level of Employee Engagement Results in High Customer Satisfaction Scores in the Airline Industry

According to an article by Katia Hetter, posted on CNN.com, JetBlue Airways ranked first for satisfaction among all North American airlines for the ninth consecutive year. “JetBlue also earned the top score among low-cost carriers for the eighth year in a row. Southwest Airlines was a close second among discount carriers with 770 points to JetBlue’s 787. Airlines are ranked on a 1,000-point scale.” The article went on to say, “Of course it helps to have happy (engaged) employees.” Jessica McGregor who is the senior manager of J.D. Power’s global travel and hospitality practice, was quoted in the article as saying, “One of things we see is that when you see companies that have high internal employee satisfaction (employee engagement), they have high customer satisfaction as well.”
Note: The parenthetical comments in the above post are mine.

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About Ross Reck

Who am I? I am the author of The Engagement Formula, Turning Your Customers into Your Sales Force, The X-Factor and my popular weekly newsletter: Ross Reck’s Weekly Reminder. I'm also the coauthor of Instant Turnaround!, REVVED! and the best selling The Win-Win Negotiator. I've also spoken at hundreds of meetings, conferences and conventions throughout the United States, Canada, Latin America, Europe and Asia. My consulting clients include Hewlett-Packard, John Deere, American Express, Janssen-Ortho, Inc., Shire Pharmaceuticals, Philip Morris International, the Chicago Cubs, Rolls-Royce and Xerox. I received my Ph.D. from Michigan State University in 1977. From 1975 to 1985 I served a Professor of Management at Arizona State University. During my career at ASU I was the only two-time recipient of the prestigious “Teaching Excellence in Continuing Education” award and was identified by the university as an “Outstanding Teacher.” In 1985 I left my position at ASU to search full-time for a new "Management Model" to replace the current model with it's emphasis on authority, control and formal communication channels. Last February, I found it (it's actually a leadership model) and it's featured in my new book, The Engagement Formula: Three Simple Steps that Guarantee Full Employee Engagement.

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