Strategy Driven

JUNE 19, 2014

Craig’s expertise in maximizing the sales process – and Listen Up Español’s impressive track record of higher conversion rates and higher average order value than any other Spanish language call center – was achieved from the ground up, having started his professional career in door-to-door sales and rising through the ranks in many call centers.

Call Center 98

Call Center Incentives Library Document 98

Harvard Business Review

DECEMBER 2, 2015

Southwest Airlines receives a job application every two seconds. We also conduct what we call a career motivation interview to determine if the candidate really understands the job he or she is applying for and if it is aligned with his or her career goals. Insight Center. How to Be a Company That Employees Love.

Airlines 8

Airlines Review Engineering Career 8

QAspire

NOVEMBER 4, 2009

It is only customer service that enhances quality of experience and makes an airline preferable over other. These inadvertent delays are a part of airline travel - but the way airline handles it goes a long way in building comfort with customers. Aviation is a customer service business more than anything else. Don’t Kill It!

Travel 84

Travel Airlines Learning-by-Doing Quality 84

QAspire

DECEMBER 24, 2009

March 2009: Personal Leadership - It shines in difficult times We are all leaders - but our education, upbringing and organization structures suppresses our leadership traits. This post talks about how personal leadership comes to the fore in light of difficult situations. Quality is not just conformance to requirements.

Blog 84

Blog Constraint Quality Directory 84

LDRLB

MAY 26, 2014

We’re glad to hear that you thought the article worked as an entire book. We wanted to make sure we gave enough in the article to get people interested in the book, but we obviously didn’t want to give away everything good in the article. That’s sort of what the article did. I’ve really enjoyed that for this book.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Modern Servant Leader

JUNE 15, 2018

Larry Spears was the CEO of the Greenleaf Center for Servant-Leadership for nearly two decades. He now runs the Spears Center for Servant-Leadership (Indianapolis), and serves as Servant-Leadership Scholar at Gonzaga University (Spokane). Discovering Servant-Leadership 2:13. Defining Servant-Leadership Defining 0:28 5:47.

Greenleaf 125

Greenleaf Servant Leader Leadership Learning-by-Doing 125

Modern Servant Leader

JUNE 15, 2018

Larry Spears was the CEO of the Greenleaf Center for Servant-Leadership for nearly two decades. He now runs the Spears Center for Servant-Leadership (Indianapolis), and serves as Servant-Leadership Scholar at Gonzaga University (Spokane). Discovering Servant-Leadership 2:13. Defining Servant-Leadership Defining 0:28 5:47.

Greenleaf 100

Greenleaf Servant Leader Leadership Learning-by-Doing 100

Deming Institute

JANUARY 19, 2017

This article, by the authors of the book, provides a good introduction to the topic: Know Your Customers’ “Jobs to Be Done”. Some are little (pass the time while waiting in line); some are big (find a more fulfilling career). In the book, they explore the example mentioned in the article in more detail.

Deming 28

Deming Christensen System Innovation 28

CO2

JUNE 29, 2010

We believe the strength of any team is in the followers and there can be no leaders without followers, but the vast majority of research to date has focused on the leadership side of this equation. It is worth keeping in mind that some jobs have clear leadership requirements; virtually all jobs have followership requirements.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Harvard Business Review

NOVEMBER 23, 2010

A passenger jet belonging to a cut-rate airline had recently crashed into the Florida Everglades, and Kinsley argued in Slate that it was appropriate for discount airlines to be more dangerous than the major carriers. The chance of getting killed in a crash on a given flight on a major airline is roughly 1 in 10 million.

Airlines 14

Airlines Report Guidelines Discount 14

You're Not the Boss of Me

MAY 11, 2009

→ May 12, 2009 · 12:55 am ↓ Jump to Comments Taking Charge: When Not to Delegate In leadership, one of the things we are always being reminded of is the importance of delegation, and with good reason. Let’s face it, everyone likes to be popular but leadership is not about popularity. What comes to mind for you?

Delegation 40

Delegation Crisis Blog McCarthy 40

Frank Sonnenberg Online

JANUARY 2, 2024

It was a time when airline travel was luxurious, politicians were considered role models, and celebrities were famous for the roles they took on, not the clothes they took off. There was a time when hard work was a celebrated virtue, PC meant computer, and face-to-face conversations weren’t made via phone. Let’s take a walk down memory lane.

Airlines 96

Airlines Learning-by-Doing Follow-up Ethics 96

Frank Sonnenberg Online

JUNE 21, 2021

This post is an excerpt from his excellent, internationally bestselling book CHANGE-friendly LEADERSHIP. Change-friendly is also about leadership. Not leadership by title and certainly not leadership by command or control. Effective leadership is a challenge under the best of circumstances. Counterfeit Leadership.

Hotels 124

Hotels Stress Resistance Restructuring 124

Cooperperson

SEPTEMBER 12, 2022

Written by Ellen Cooperperson, Best-Selling Author, CEO, Leadership Coach, and creator of Connect U. “I My case led to changing, among other things, job titles, like draftsman to graphic artist, airline stewardess to flight attendant, and manpower to human resources.

Chief Executive Officer 78

Chief Executive Officer Self-aware Education Airlines 78

Harvard Business Review

NOVEMBER 25, 2015

In this article, we address each of these to show how leaders can engineer high-performing organizational cultures — and measure their impact on the bottom line. Take for example the airline industry. The third most sensitive element is the career ladder in an organization. 2) What is culture worth?

Motivation 8

Motivation Company Airlines Learning-by-Doing 8

Harvard Business Review

NOVEMBER 23, 2010

A recent Fortune article on John Reed, the former co-CEO of Citigroup, reported that a decade ago he tried to convince the newly formed Citigroup board (the result of the $70 billion merger of Citicorp and Travelers Group in 1998) to bring in a new CEO and that both he and Travelers CEO Sandy Weill should leave. We all have.

Process 15

Process CEO Insurance Banking 15

Harvard Business Review

FEBRUARY 27, 2017

Toward a New Leadership Agenda. Finding effective and affordable ways to help people acquire transferable skills during their careers, not just before they start out, is a large social challenge. To do so, business leaders must balance two apparently conflicting objectives. First, they must secure the prosperity of their own companies.

Globalization 8

Globalization Supply Chain Human Capital Long-term 8

Harvard Business Review

MAY 19, 2015

” He would later call this the most important insight of his career. There is a video of Stayer charming a roomful of skeptical MBA students, and an article about his trajectory as a leader that he wrote for this magazine in 1990. They wanted to hear about Semco, Southwest Airlines, Gore Tex, HCL.

Management 8

Management Long-term System Delegation 8

Harvard Business Review

SEPTEMBER 27, 2018

And they carefully manage leadership transitions, so nothing is lost along the way. And, like many of the 84 businesses we also studied, they find great things to do and then share them with the world through books, articles and films. The Disruptive Edge: Experts, nervousness, accidents. We want people who are redefining practice too.

Organization 12

Organization Learning-by-Doing Open-book McKinsey 12

Harvard Business Review

NOVEMBER 12, 2015

Does your workplace reflect a relative balance of males and females in leadership positions? The next morning they are due to fly home, but discover their budget airline insists that passengers print their boarding passes in advance or face an exorbitant fee at the airport. Leadership & Managing People Book. What do you see?

Leadership Pipeline 8

Leadership Pipeline Diversity Creativity Airlines 8

Harvard Business Review

JUNE 7, 2016

They pursue what our colleague and loyalty expert Fred Reichheld calls “bad profits” : efforts to extract more money from customers without offering them additional value, making them feel coerced, deceived or misled (think airline baggage fees or excessive banking penalties).

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8

Strategy Driven

MARCH 11, 2011

In my opinion, deregulation, as a whole, has worked negatively upon business and society (banking, airlines, trucking, and broadcasting), and the SEC is no exception. In my opinion, Congress should look at re-regulating certain industries (oil & gas, utilities, airlines, banking, trucking, broadcasting). Congressional Hearings.

Strategic Planning 57

Strategic Planning Committee Golden Handcuff Media 57

Harvard Business Review

JULY 28, 2014

If you’re a mid- or late-career marketer, chances are your job today is mostly unrecognizable from what you signed on for. IT management Leadership Marketing' Perhaps no other business function has changed as dramatically over the past decade. Following a silent coup, the coronation is complete: the customer is king.

Storytelling 11

Storytelling Brand Audience Marketing 11