Washington Post April 18, 2012 April 18, 2012,
Volume 170, Issue 3
"A consciously developed customer-centered culture is a business advantage that will serve you for years - and inoculate you against competitive inroads. Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it ..."
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What You Can Learn From Southwest Airlines' Culture
(this article)
