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AT&T and Southwest Airlines

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Using these two companies, please help me in answering the following questions. Thank you

Southwest Airlines
AT & T

1. Describe how an internal marketing culture can better satisfy customer needs
2. Analyze the factors that influence internal marketing culture
3. Describe how consumers make decisions to purchase services
4. Compare and contrast the practices of each company related to #2 & #3 concepts

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This solution talks about AT&T and Southwest Airlines. It also explores marketing culture, customer satisfaction and purchase services related to these companies.

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Marketing

Using these two companies, please help me in answering the following questions. Thank you

Southwest Airlines
AT & T

1. Describe how an internal marketing culture can better satisfy customer needs

Internal marketing culture must be focused on the customers. It is the application of marketing inside an organization to inspire customer focused values. There is a synergy between the marketing and the human relations to recruit, train and retain employees that are committed to the marketing and strategic goals of an organization. Internal marketing culture refers to every effort like training, events, internal competitions and activities that are designed to make its employee focused on satisfying customer needs. In case of Southwest Airlines, there was an orchestrated effort made to reinforce a relationship between the employees and its customers. In Southwest Airlines, there was a focus on organizational culture and values and it was communicated that satisfying customer needs was most important. On the other hand AT&T had a culture that appropriate for a national monopoly where the employees did not give priority to ...

Solution provided by:
Hatim Baxamusa, MBA
Education
  • BSc , University of Calcutta
  • MBA, Eastern Institute for Integrated Learning in Management
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