A Quote by Oscar Munoz
At the end of the day, the differential, I believe, on the airline space has got to be about the product and the service that you provide. And again, I can't express that enough. That comes from people. It is a people business, and my primary focus is to get our 84,000-plus people back aligned, back engaged, and back focused on our customer.
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I did this campaign that was called "Back to the Basics" where I went back to the street, went back to my block, and really felt the people. We've got to go back to that sometimes. We distance ourselves from that and we see it from afar. Some people can't relate back to that; once you're out of it, they don't want to relate back to that. It's always good to get back to the basics, though. You've got to touch the roots, you've got to touch those people. Regardless of what's going on, people always respect that.
A lot of people got in at the wrong time. A lot of people did very well and some people said, "This is it. I'll never get back in again." And they maybe meant it, but they probably got back in again anyway.
We have one planet in our solar system that's habitable, and that's the Earth, and space travel can transform things back here for the better. First of all, by just having people go to space and look back on this fragile planet we live on. People have come back transformed and have done fantastic things.
I talked about 12 to 18 months, and that's about reaffirming our foundation for sustained growth: getting the discipline back, getting the basics right, getting the customer focus back... so by the end of next year, I hope most of that's in place.
Our country needs people who are maybe a little less focused on themselves and on the flash and a little more focused on how do we actually create a better environment for success for our young people, how do we get people back to work, how do we regain our standing internationally.
Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.
We’re in the Customer Service business—we just happen to provide airline transportation.
Our focus was directed at developing the best possible and easiest to use product, and this is where we invested our time. Realize that you won't be able to bring the same focus to everything in the beginning. There won't be enough people or enough hours in the day. So, focus on the 20 percent that makes 80 percent of the difference.
The '54 World Cup was the first time the people got the recognition back after the second World War and felt like they are proud of something you know it brought people back together and you know now we can keep our heads up again.
It's quite a traumatic thing for a lot of our veterans that come back... You're in a war zone, you're dodging IED's and bullets one day and a couple days later you're back in society again with a bunch of people that have no idea of what you've been through.
Connectivity doesn't just mean you get a lot more chances to deliver messages about customer service and pricing plans. This isn't one-sided. It enables people to talk back.
Our people get profit-sharing checks. I got a report the other day that says that 84 percent of our people participate in our stock purchase program, where they can buy stock at a 15 percent discount.
I'm convinced that sending people to Mars is so expensive that if you go once and bring the people back and then go again and bring the people back, we're eventually going to run out of money. But what if we send people the first time and they don't come back? What if they stay there?
I don't believe there are any more blockbusters films. Back in the day with music, people would wait up all night for the music store to open to get their favorite CD, and if it were sold out they would come back again.
Most companies, 97 percent or more, put all their focus on clever advertising and clever taglines to get people to buy average or mediocre products. You need to back off and offer a really good product or service.
Are there people to aspire to? Can people be strong enough to withstand all of this disillusionment? Maybe the time is right for people to emerge from the easy cynicism and try to get back to a place where we can actually believe in people and trust people to have proper motivations.
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