For each facet of your employee orientation program and at each step of your onboarding process, ask the following: Examples of emotions you want to elicit in your new employee orientation and onboarding process include welcomed; comfortable and secure; proud; excited; inspired; and confident. The companys success is attributed to its employee-centric culture, or what the Director of Onboarding, Cheryl Hughey, calls "the Southwest Way." Onboarding with the Southwest Airlines Mindset Southwest Airlines is another company that gets it about the importance of designing its employee orientation and onboarding process with the goal of creating positive emotional experiences. I was taken on a tour of the building and was introduced to everyone--even the Officers of the Company. Now, they can access a pre-recorded walkthrough within Salesforce. Our mission is to provide social, learning, and professional growth opportunities as well as mentorship resources to program participants. This is why I believe asking, Whats the emotional take away? is so important when examining each step of your onboarding process. New Southwest Employees and Interns celebrate winning the Southwest Airlines Onboarding Lab trophy.

Then they will continue with A 15-30 then A 31-60. Southwest Business felt like a startup. By completing a CHIP project, Interns gain hands-on experience working on real applications, projects, software development, and common technology best practices such as agile methodologies. Weve seen firsthand how focusing on EX pays in spades in terms of customer satisfaction and loyalty, said Ashworth. At the six-week mark, we switch from foundational knowledge to higher-level skills: storytelling, presentation skills, negotiation, among others. This integrated citizenship report covers significant social, economic, and environmental stories, as well as data tables, and reporting frameworks, Click here to learn more. 1.) We care for and celebrate one anotherand we also put our Heart in action! They had check-off lists.We have technology that will help on the task side of it. What employees are sending what messages? Not only are they able to work more quickly, they are also providing a more tailored experience to customers. As a result of each workshop, we also brainstorm fun, wacky ideas to better engage our Customers, share our Southwest Culture, and enhance our website and mobile app prototypes. At Southwest we have a dedicated Customer Experience Team that is tasked with looking across our organization to enhance the customer experience, said Ashworth. Southwest staff can receive 20,000 SWAG Points 10,000 on their referrals first day of work and 10,000 after that person completes six months with the airline. @MelMorella. David Lee is the founder and principal of, The EEOCs New Areas of Focus Will Upend Recruiting Processes. The COVID-19 pandemic disrupted a lot of our work. This six-part series explores the link between employee experience, customer experience, and growth as highlighted in the recent Forbes Insights report, The Experience Equation: How Happy Employees and Customers Accelerate Growth. To read the full report, click here. Youve probably met people who worked for marquee-name companies, or even big-fish-in-small-pond companies with a regional reputation, whove crossed the line from proud to smug. Its just the beginning of a world-class onboarding program that supports people from their very first day all through their career at the airline. Culture Blitzes Four or five leaders go visit locations, share a meal, meet with employees and serve. CHIP Intern participants reveal the dashboard created for our Network Operations Control. They study at home, and were recapping in the classroom. Thats where we take over for Southwest Business. WebSouthwest Airlines employees concluded that their overall onboarding experience was positive. It was.

Before Spekit, they would have asked me for help, and I may end up answering the same question 10 times a day. Then they will continue with A 15-30 then A 31-60. In addition to supporting our New Hires, we also love to support our Interns by making sure they also have a fabulous Southwest experience! First impressions are important, and how prepared a company is on your first day leaves a lasting impression. Its such a core value to the company, its stock ticker is LUV. Salesforce offers one platform with endless possibilities to help companies boost employee and customer engagement. A job-seeker moves through their journey with your company, which, hopefully, results in them becoming hired, and there are different touchpoints they will experience. Think of whether you are emphasizing both messages enough and if you have a good balance between the two. Leaders share stories about when they started at Southwest Airlines. Ive had the absolute pleasure of being a part of CHIP as an Associate Hire and now as its current Program Manager. 2019 Southwests co-founder Herb Kelleher and President Colleen Barrett were taught this by their parents. ", Join the HR Exchange Network community I knew we needed to replicate their impact without their presence. Further, in a recent study by PeopleMetrics, a market research firm based in Philadelphia, involving 10,000 customers to find out which brands engaged their customers the most effectively, Texas Roadhouse scored the highest in their category, ranking third overall, right up there with such power brands as The Four Seasons and Ritz-Carlton. Realizing how those small gestures of kindness can make or break a New Hire's impression of our Company, the Onboarding Department was formed this year. Southwest Airlines. (Little did I know 20 years ago that I would one day be in charge of organizing and executing most of those events!!) Join thousands of teams who are reinventing learning at work with Spekit. Recognition doesnt cost you much, but it makes a big difference. Culture is what shines. Privacy Policy. Just as with Ritz Carlton, its not surprising that a company known for delivering a unique (and uniquely wonderful) customer experience brings this same expertise and intentionality to their new employee experience. Staff Login

Before Spekit, they would have asked me for help, and I may end up answering the same question 10 times a day. Leaders have to live and breathe the organizational values and translate those values and beliefs into actionable behaviors to model for and teach to employees. WebWith 60,000 Southwest Employees enrolled, SWA U has a student body size similar to Big Ten universities. We hope you check out our Associate Software Engineer posting that is opening on September 25! So much so that we have a CHIP committee solely focused on the overall internship experience, social events, and project management. So were layering knowledge. Weekly video messages from the CEO were shared with clear, candid communication about what was going on.

Eligible dependents include spouse or committed/registered partner, eligible dependent children under 19 years old (or up to 24 if Melinda Morella-Olson is Imaginasium's director of strategic engagement. Our philosophy is to build up knowledge and skills gradually, slowly layering on pieces of someones day-to-day work on top of their foundational knowledge. The thing I love the most about my job is the people I work with at Southwest Airlines, said Ashworth. We have a warrior spirit and fun-loving attitude. She is responsible for uncovering client needs and matching them with Imaginasiums capabilities. Welcome to the Community!

We put a lot of effort into the new hires' first day at work. Here is how they viewed culture and communication through the COVID-19 crisis: Values must be natural and organic and woven into every fiber of the organization. Its the help they need, when they need it, in their workflow. New Southwest Employees and Interns celebrate winning the Southwest Airlines Onboarding Lab trophy Throughout their time in the CHIP program, new hires have the opportunity to attend professional development events, lunch-n-learns , networking events with other Teams across the company, as well as training classes with our SWA Southwest Airlines knows this they excel by putting employees at the center of their business. See all the ways we show Heart for the Planet, from operational efficiencies and policies to community support. Work 12 months, get paid for 14 In addition to a 401 (k) match, the company has given employees a ProfitSharing payment for 42 consecutive years. The SWA U app utilizes an automated user-management system to communicate with existing infrastructure and ensure its IT department doesnt duplicate efforts.

We began capturing what our senior leaders were doing. Sign up now and get FREE access to our extensive library of reports, infographics, whitepapers, webinars and online events from the worlds foremost thought leaders. (Were Cohearts, after all! I was about to embark on a new career with a Company with a strong reputation for encouraging its Employees to have FUN on the job, and I'm all about FUN! Once A 1-30 have boarded the plane, the monitor at the front of the line will change to B 1-30. Very shortly after launching, we saw a lift in our customer satisfaction (CSAT) scores, as well as a decrease in our call handle times., The next chapter for Southwests technology journey is an all new Einstein Chatbot. Last, but certainly not least, remember to ask your new employees for feedback on what you can do to create a more emotionally engaging onboarding experience. Dont spend a penny on marketing and advertising if your employees cant deliver on what you are promising to your customers. Check out our career page for information on how you can join in on the fun with Southwest. But the emergence of hybrid presents a real opportunity. Melinda is also instrumental in developing the strategic partnerships and marketing strategies that help Imaginasium connect with prospective clients. During the pandemic, our team rallied around providing exceptional hospitality and working together, said Ashworth. Careers With IQPC| What I enjoy the most about our CHIP program is the multitude of volunteering events we can attend. repeating it. Get started here. They had decades of experience and could adapt their training sessions on the fly.

By leveraging the best of in-person and virtual, we can create efficient, effective, and engaging, The Ultimate Digital Adoption Platform Guide.

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Before Spekit, they would have asked me for help, and I may end up answering the same question 10 times a day. enablement program. We documented everything and adapted it into a digestible, scalable onboarding format that we could repeat on our own. For us, this means hosting town halls to reach as many employees as possible, as well as providing opportunities for them to provide feedback via surveys and round tables. The company has democratized decision-making, so that employees can always give feedback, and, If youre smart, youre documenting it, exploring it, prioritizing it, and making employees a part of your innovation pipeline, said Ashworth. Make sure you have a clear messaging architecture and framework that ties back to your brand. We have a warrior spirit and fun-loving attitude. The company-wide onboarding is all about setting the foundation and introducing the Southwest Culture, and that starts with our welcome. 1.) Southwest Airlines knows this they excel by putting employees at the center of their business. Create a content strategy. Southwest believes diversity and inclusion is about putting people first. Say No to Sheep Dipping Personalized Learning Paths are the Way to Success, I remember walking into Southwest Airlines headquarters on my first day. I had to develop materials for all new hires. Realizing how those small gestures of kindness can make or break a New Hire's impression of our Company, the Onboarding Department was formed this year. Corporate Citizenship at Southwest At Southwest Airlines, our corporate citizenship efforts focus on People, Performance, and Planet, all supported by strong corporate And wed like to share some of our biggest takeaways with you. Once A 1-30 have boarded the plane, the monitor at the front of the line will change to B 1-30. It is hard to get our arms around productivity level and the emotional commitment of employees, however, we look at the choices employees make regarding benefits including long term retirement. Capturing the difference in mindset, Ms. Hughey explains: Heres what it is that I think we do differently, or what we emphasize more: in a lot of companies, it seems like if there are online forms to check off and documents that get passed around from HR to the hiring manager to the new employee, they think onboarding has been accomplished.

Looking for more on how to empower your teams to deliver personalized customer experiences? We introduced Spekit, a digital enablement tool, as our third teammate.

So no matter what someones new job is or where its based, we fly them out to our headquarters in Dallas, Texas. Welcome to the Community! After weve set that foundation, we divide people into their departments and layer on department-specific onboarding programs. The CHIP Program would love to have you. Leaders share stories about when they started at Southwest Airlines. Latest media coverage, company news and brand guidelines. Corporate Citizenship at Southwest At Southwest Airlines, our corporate citizenship efforts focus on People, Performance, and Planet, all supported by strong corporate ), "If you're crazy enough to do what you love for a living, then you're bound to create a life that matters. The highlight of our intern program is that they get to work together on a group project with tenured Employees throughout their internship. Tickets for time Have a non-profit organization you love? Tickets for time Have a non-profit organization you love? During the first period we offer continuous feedback. Southwest Airlines knows this they excel by putting employees at the center of their business. Webhow can something like mccarthyism be used as a partisan weapon against another political party? Gallups most recent employee engagement survey, leaders dont live up to their stated values. In addition to the Companywide events, Employees enjoy participating in celebrations hosted locallywith their Teams. Diana Oreck shared with the audience the video Ritz-Carlton plays for new employees during orientation. Our team has a long road map that we want to deliver over the next three to five years, said Ashworth.
Southwest recognizes the importance of a strong internal communication strategy and shares the following tips: In an industry deeply impacted by COVID-19, communication through crisis was critical for Southwest. This workshop allows participants to flex all of their creative muscles, practice presenting to Senior Leadership and their peers, and learn about our Company, all while having fun getting to know their fellow Coworkers. Once A 1-30 have boarded the plane, the monitor at the front of the line will change to B 1-30. But this experience was significantly different from life in the customer relations sphere. Empowered employees serve customers better. We have a couple of additional reinforcement tactics, like mentoring and one-to-ones, as well. Southwest engages in quarterly reviews rather than annual reviews.

Check out The Southwest AirlinesOne Report. WebBuilding a Pandemic-Proof Onboarding Process for Southwest Airlines Employees forget 50 percent of the information presented in a training session within one hour. What sets Southwest apart is that it delivers an experience, not a service, that makes customers feel loved. Employees are the ones delivering those customer experiences every single day, said Ashworth. Our Southwest Culture doesnt stop in the work place we also love to gather outside of work, by hosting an occasional happy hour or by supporting our local sports teams (Go Mavs!).

Seeing this, one of the Southwest flight attendants, Mark, approached the woman and asked her if shed like to dance. Staff Login Tiffani Bova is the Global Customer Growth and Innovation Evangelist at Salesforce. Southwest Airlines is another company that gets it about the importance of designing its employee orientation and onboarding process with the goal of creating positive emotional experiences. Taking the leap to invest in what we call our Customer360 view was driven by our employees candidly saying their tools were getting in the way of their best work, said Ashworth. In return they will provide positively outrageous customer service.You need to help them understand how they fit in a very big company. translate those values and beliefs into actionable behaviors to model for and teach to employees. The next week, we bring people back and start building skills and knowledge. The SWA U app utilizes an automated user-management system to communicate with existing infrastructure and ensure its IT department doesnt duplicate efforts. WebWith 60,000 Southwest Employees enrolled, SWA U has a student body size similar to Big Ten universities. Well, in addition to our recurring Onboarding experience that familiarizes New Hires with our department, Company Culture, benefits, and more, CHIP members also get to participate in a variety of fun workshops and events during their first several weeks at Southwest Airlines.

We work in short, sharp sessions of no more than one hour, and cover the material issued the week before. Southwest Airlines knows this they excel by putting employees at the center of their business. Although we see huge potential in Spekit, weve implemented it with intentional care. We teach, repeat, and reinforce. Southwest Airlines is an Equal Opportunity Employer. WebEmployees have free unlimited travel privileges for themselves and eligible dependents on Southwest Airlines. A great culture leads to great employee engagement, and that leads to great customer experiences. Communication is not just to inform. In the last of those three roles, I took on training responsibilities and helped create a training curriculum for special technology projects. Southwest puts their employees first by: Southwest encourages employees to live out the Southwest culture and values in their own way; not like a bunch of brainwashed robots. Its an always-on overlay for our tools, allowing employees to access training content on their own. Empowering employees to do the right thing for the customer and for the company. Ensuring employees have the latitude and support to do what they believe is right. Accelerate productivity, onboarding and adoption, See how a sales rep would use Spekit within their flow of work, Learning that happens in the flow of work, Free, customizable training content on the most popular tools, The only Salesforce adoption solution with a one-click integration, Send in-app alerts on changes and updates, Search answers, share resources, create knowledge without ever leaving Slack, Consolidate knowledge across the organization. This is a three day workshop in which New Hires come together to create unique, innovative solutions to a problem statement or prompt related to our airline or industry. And its tools like Spekit that are going to get us there. In some ways, I believe their mindset is more important for you to internalize and share with your onboarding team than are the particulars of what they do. Even when industry regulations, increased operational complexity, and security requirements made the 10-Minute Turn impossible, Southwest still maintained some of the best turn times in the industry, and continues to work on perfecting safe, quick turns well into the 21st century. My jaw hit the floor. Along with a small team, I led the implementation and weighed in at a strategic level, helping design the long-term training roadmap. Interview by Blake Landau We pay close attention to how much participation we are getting in these events. Its more than a mission or brand, it is an organizations identity. Southwest Employees are encouraged and empowered to create a community wherever they are by volunteering, supporting Cohearts, and giving back. I can imagine the pride they must feel, both from watching this video and from hearing Texas Roadhouse leaders share with pride about the uniqueness of their company and how they, the new employee, will help make their guest experiences legendary.. This group's goal is to instantly engage new Employees and to let them know how important they are to our Company. If you've already registered, sign in. We host luncheons and reduce the cost of turnover through more engaging activities for talent to make them feel accepted and welcome.We want to focus on creating a memorable experience for the new hire in the first year rather than processing them in the first few weeks.

Our guiding principle is to engage our employees early and often because they know how to best serve our customers and deliver our renowned hospitality, said James Ashworth, VP, Customer Support & Services for Southwest. Take note, and your business will take off too. It's the way people feel about the work they do, who they do it with, the values they believe in, where they see the company going and how they are going to get there. The 1992 event was coined Malice in Dallas.. Keep this in mind as you design and refine your onboarding process. Thats what a lot of marketing firms have sold in the past, and, one way or another, still do. Culture must be based in humility and true to what you stand for (your purpose and vision). At Imaginasium, we help our clients navigate the job-seeker/employee journey to best market and communicate to that audience. We briefed them on the current state of Southwest Business and asked them to share their knowledge with new employees. Two-way communication is critical to culture success.

In order for culture to be authentic, employees must have ownership.

WebExplore our annual corporate social responsibility report, the Southwest Airlines One Report. You need to provide an environment where they are respected. Terms and Conditions.. People also love hearing from their peers and everyone has a great story to tell, so let your employees create content. Realizing how those small gestures of kindness can make or break a New Hire's impression of our Company, the Onboarding Department was formed this year. Throughout onboarding, no one ever learns something just once. We work in short, sharp sessions of no more than one hour, and cover the material issued the week before. They were busy people with packed schedules. Its the help they need, when they need it, in their workflow. Be intentional about the entire employee experience. Theres a message I frequently tell our customers: happy employees make customers happy. Its accessible, scalable and located right where its needed. In their video, they had excerpts from a Managing Partner Conference, where store managing partners celebrate their hard work and accomplishments. Sales playbooks where sales plays happen. It communicated the lovefest that is this company. That puts huge demands on our time, especially when a new hire class has recently joined. There are many opportunities to be an applicant for our Technology department, as an Intern or New Hire. Part of this is the extensive onboarding process in which the talent is nurtured. Hiring for culture is a key strength of Southwest as well as many others. WebLike many other Fortune 500 companies, Southwest uses countless systems throughout their organization. The main thing to remember here is that culture must be imbued with selflessness if others are going to buy in. Kara FactorSr. Session by session, they turn from fresh-faced new hires into hotshot sales reps. Our training and onboarding team is lean. Southwest asks employees to share content and their readership has gone through the roof. When it was time to deboard, she was afraid to leave the plane, and started to hold things up. In a 2006 attitude and usage study, 89% of the guests that visited us intended to revisit us. Southwest knows onboarding isnt about paperwork and forms. First impressions are important, and how prepared a company is on your first day leaves a lasting impression. These two teams of front-line employees not only ask the tough questions we need to be prepared to answer, they also act as our champions for sharing critical information with their peers. WebLike many other Fortune 500 companies, Southwest uses countless systems throughout their organization. Weve aligned these big rocks with our strategic vision, but also the feedback we receive from our people., Our study revealed that 40% of executives believe creating teams that combine EX and CX skills is the best way to overcome cultural obstacles. Since we deployed C360 weve seen a significant decrease in the time that it takes to serve our customers, which translates to a better customer experience and cost savings for business, said Ashworth. Employees also enjoy annual Companywide celebrations such as Spirit Parties, Chili Cookoffs, and the Southwest Rallies. Its imperative to ensure we are equipping them with autonomy so when they recognize an opportunity to surprise and delight a customer, they have the tools and means to do so.. We introduced Spekit, a digital enablement tool, as our third teammate. Southwest believes that its not tied to who you are; but rather, how you show up. This is something Southwest recognizes as an important opportunity to communicate and hire for their intentional culture.