""When you asked people why they chose an airline for their specific flight, 80% of the time it would be whoever had the lowest price. Today, if you ask people why they choose Delta, 80% would say [it's] because it's Delta, because of the experience, the brand; 20% is the other stuff.""
""You have to let your people know that you're supporting them and putting them out front, rather than the management being out front. We're not obsessing on customers, per se, at the leadership levels, because we want to obsess over our own people, so that they can obsess over you as a customer.""
Ed Bastian has led Delta Air Lines for a decade, transforming it from bankruptcy in 2008 to the most profitable airline in America. Key strategies included a brand overhaul, shifting customer choice from price to experience, and empowering employees. Delta shares profits with its 100,000 employees and benefits from a lucrative partnership with American Express, which contributes over 10% of total revenue. Bastian emphasizes the importance of supporting employees to enhance customer service and overall brand loyalty.
Read at Fortune
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