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Steenland, who led Northwest through a 20-month bankruptcy that ended in May, said the airline now has a "competitive cost structure," but that it is merely "the opening ante" of what's needed to succeed.
"Customer focus is going to continue to define the winners," he said.
In his address at the Wings Club, Steenland said that Northwest is about to launch a training program for flight attendants, airport employees and reservation agents "that makes sure that they see the travel experience through the eyes of our customer."
In addition, he said, Northwest will reinstitute a "captain leadership program" for pilots to help them communicate more effectively with customers and fellow employees.
"When we were going through survival mode, that was a program that hit the cutting-room floor," Steenland said. "In hindsight, that was probably a mistake."
Steenland, who led Northwest through a 20-month bankruptcy that ended in May, said the airline now has a "competitive cost structure," but that it is merely "the opening ante" of what's needed to succeed.
"Customer focus is going to continue to define the winners," he said.
In his address at the Wings Club, Steenland said that Northwest is about to launch a training program for flight attendants, airport employees and reservation agents "that makes sure that they see the travel experience through the eyes of our customer."
In addition, he said, Northwest will reinstitute a "captain leadership program" for pilots to help them communicate more effectively with customers and fellow employees.
"When we were going through survival mode, that was a program that hit the cutting-room floor," Steenland said. "In hindsight, that was probably a mistake."
