Lead on Purpose

NOVEMBER 10, 2012

Throughout the ages, leaders and followers alike have wondered whether the process of leadership depends on inborn traits or whether it can be taught. Still, some people who strive for leadership never quite achieve it. Leadership skills can be taught. What is different about strategic leadership?

Leadership 227

Leadership Education Short-term Competitive Advantage 227

Modern Servant Leader

OCTOBER 9, 2012

David McCuistion is a Modern Servant Leader subscriber and fellow Servant Leadership advocate. When I heard of his military background, Servant Leadership experience and his platform in Vanguard Organizational Leadership , I asked him for an interview. He kindly obliged, below… Servant Leadership Questions and Answers.

Servant Leader 189

Servant Leader Mission Statement Greenleaf Leadership 189

Chart Your Course

OCTOBER 27, 2014

” Aspect’s Zipwire cloud-contact system is a cost-effective way for a company of any size to manage both outbound and inbound campaigns to keep customers engaged and informed. Communication Articles Customer Service customer service training' Visit our customer service training programs.

Quality 182

Quality Succession White Paper Customer Loyalty 182

Strategy Driven

JULY 18, 2014

If you enjoyed this article, let us keep you up-to-date on other newly published insights by signing up for our complimentary StrategyDriven Newsletter. Please consider the environment before and after printing this article. All airlines are the same, except for their people. Consider leaving a comment!

Teamwork 63

Teamwork Airlines Brainstorming Tips 63

Strategy Driven

MARCH 4, 2013

If I take the time to complain, which I rarely do anymore, the manager will always ask, “Did you get the name of the person?” Somehow getting the name of the person is important to the manager. The manager is looking to blame someone. The manager is NEVER the one who takes it. The manager is NEVER the one who takes it.

Airlines 50

Airlines Loyalty Customer Loyalty Training 50

Kevin Eikenberry

JANUARY 22, 2011

I can’t remember the contents of the article, but I remember the headline of “Obliterate, don’t innovate&#. Join the Bud to Boss Community to Connect to Resourcing Relationships Our new Bud to Boss Community will provide resources and support to help you become the best leader you can be.

Creativity 183

Creativity Workshop Blog Video 183

Chart Your Course

SEPTEMBER 21, 2015

These often include airline miles, concert tickets and gifts. Yoga helps its practitioners to manage stress, develop coping skills and to improve their overall mental well-being. The post Boost Your Business by Offering These (Affordable) Employee Perks appeared first on Leadership Speaker and DISC Training. It costs $7.99

Class 100

Class Airlines Bottom-up Survey 100

Strategy Driven

JUNE 19, 2014

We sent out a survey (which we still do today) to ask our employees about the cleanliness, the temperature in the building, the security, the lighting, the management, the pay, the incentives, the likelihood that they’d leave if another company offered them more money, all-in-all we had about twenty five questions. Consider leaving a comment!

Call Center 96

Call Center Incentives Library Document 96

Strategy Driven

JANUARY 17, 2014

When we had the opportunity to conduct customer research for United Airlines (2008) we learned that customers expect a certain lack of control when flying, and that telling a customer he/she can ‘control’ the experience is a turn-off since it isn’t true. Please consider the environment before and after printing this article.

ROE 50

ROE ROI Letter Airlines 50

Strategy Driven

NOVEMBER 27, 2013

Here are 4 ways you can set boundaries: Manage Your Time. If you enjoyed this article, let us keep you up-to-date on other newly published insights by signing up for our complimentary StrategyDriven Newsletter. Please consider the environment before and after printing this article. They will not set the boundaries for you.

Competitive Advantage 58

Competitive Advantage Bottom-up Airlines Project 58

Strategy Driven

MARCH 24, 2014

MIXED RAP: American Airlines, Goldman Sachs, JC Penney, DISH Network. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Please consider the environment before and after printing this article.

Reputation 51

Reputation Airlines Loyalty Customer Loyalty 51

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. with Phil Gerbyshak Management Craft Nicholas Bate NOOP.NL Don’t Kill It!

Travel 84

Travel Airlines Learning-by-Doing Quality 84

Strategy Driven

OCTOBER 21, 2013

The FIRST thing to cut is executive pay, then management pay, then eliminate middle management as needed. Then define what is memorable and how everyone can achieve memorability with daily interactions (Southwest Airlines does it with friendly people and humor). Relate Articles: The Secret of Lousy Service and Why it Happens.

Customer Loyalty 64

Customer Loyalty Reputation Loyalty Competitive Advantage 64

Leading Blog

NOVEMBER 3, 2023

Between surging demand, labor shortages, outdated air traffic management, and travel reservation I.T. airline companies have pointed fingers at the Federal Aviation Administration (FAA) as the biggest cause of outages, even as the FAA has fired back at airlines. In the U.S., That’s the first step in improving processes.

Industry 269

Industry Stage-Gate Organization Company 269

Mills Scofield

APRIL 15, 2014

If I’m going to fly, I have to trust the airline to have sane, sober, skilled, alert pilots. Trust is a tool to assess and manage (reduce and/or increase) risk, depending on the situation. Energy Management raises the issue of perfection. Personal leadership and character become more important.

Efficiency 132

Efficiency Energy Senge Resources 132

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

Strategy Driven

NOVEMBER 27, 2010

StrategyDriven Newsletter Signup StrategyDriven (Kindle Edition) StrategyDriven RSS Feed StrategyDriven Podcast iTunes Feed StrategyDriven Leadership Conversation iTunes Feed StrategyDriven Editorial Perspective iTunes Feed StrategyDriven on Facebook StrategyDriven on Twitter StrategyDriven LinkedIn Users Group Recent Articles Worn out at Work?

Transportation 50

Transportation Execution Simon Newsletter 50

The Practical Leader

JANUARY 9, 2012

That’s the title of my article that TMS Learning Exchange Update just published in their Hopes, Coming Trends … and Dreams for 2012. Click on Our Fate is in Our Hands to read the article. Of course, whether we author empty plans and soon-to-be-broken resolutions is entirely up to us. Our fate is in our own hands.

Books 49

Books Airlines Open-book Sharpe 49

Harvard Business Review

DECEMBER 2, 2015

Southwest Airlines receives a job application every two seconds. It takes a careful mix of mission, management, and culture. Given the talent shortage facing our industry, you’d think we’d be tempted to snap up many of those candidates, particularly ones with backgrounds in engineering and technology. Insight Center.

Airlines 8

Airlines Review Engineering Career 8

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

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

Strategy Driven

JULY 25, 2012

Ask Zappos, ask Southwest Airlines, ask Apple, ask Jimmie Buffett and ask CMI (that is us). Since growing up in his family’s boating business to founding his company CMI, Bruce Hodes has dedicated himself to helping companies grow by developing executive leadership teams, business leaders and executives into powerful performers.

Team 51

Team BHAG Blanchard Airlines 51

Lead Change Blog

MAY 18, 2016

Passionate Leadership is Courageous. It comes from leadership that takes its lead from a dogged commitment to a principle as well as an insatiable desire to stand for that principle. Passionate Leadership is Conviction. We are a great customer service organization that happens to be in the airline business.”.

Leadership 192

Leadership Airlines Commitment Learning-by-Doing 192

Strategy Driven

JUNE 30, 2014

Power and Associates gives ‘customer satisfaction’ awards to airlines. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Please consider the environment before and after printing this article.

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

Strategy Driven

FEBRUARY 4, 2013

FORCED CORPORATE POLITENESS: I love it when service reps or managers candidly you’re your piece, the other person is clearly wrong, won’t admit it, but are under corporate edict to be polite, but you know they hate you, and their life when they tersely ask, “Will there be anything else?” Relate Articles: Drill or hole?

Politics 50

Politics Customer Loyalty Airlines Creativity 50

Strategy Driven

AUGUST 3, 2016

As a former 15-year executive with Southwest Airlines, she takes principles and practices she helped develop to companies that strive for better employee engagement and loyalty. Please consider the environment before and after printing this article. Lorraine is president of the consulting firm Lessons in Loyalty. All rights reserved.

Execution 50

Execution Tactics How To Loyalty 50

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

General Leadership

APRIL 12, 2014

Its 9:45am at Chicago’s O’Hare International Terminal as American Airlines Flight 1693 hums patiently at Gate K18 on the snow-covered ramp as passengers take their seats. This article was orginally published. The post Trajectory: The Importance of Knowing Where We Are Going appeared first on General Leadership.

Airlines 410

Airlines Proposal Planning Travel 410

Strategy Driven

NOVEMBER 7, 2011

In providing research and developing training programs for various large corporations about managing change, we find that the biggest stumbling block for employees from top-down is lack of buy-in. Top executives have the vision, but often fail to get buy-in from managers who have to carry out the change initiative.

Strategy 70

Strategy Kotter RASCI Motivation 70

Strategy Driven

JANUARY 21, 2011

Peter Turney, CEO of Cost Technology, suggests using activity-based management techniques to recognize which business activities and which customers are causing a drain on your bottom line. With that understanding, focus on how you will continuously recycle resources from invention to deployment, management, offloading and back.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Harvard Business Review

APRIL 13, 2017

A recent New York Times article on how Uber is using various insights from behavioral economics to push, or nudge, its drivers to pick up more fares — sometimes with little benefit to them — has generated quite a bit of criticism of Uber. It’s just one of several stories of late that have cast the company in a poor light.

Hawthorne Effect 16

Hawthorne Effect Airlines Efficiency Letter 16

Harvard Business Review

AUGUST 21, 2013

"Information Technology Changes the Way You Compete" was a trailblazing HBR article by Warren McFarlan back in the early 1980s. It told how American Airlines and others had introduced systems to help their customers choose their products and services. These "channel" systems helped steer business to American Airlines.

Competitive Advantage 8

Competitive Advantage Management Information Technology Airlines 8

Strategy Driven

OCTOBER 29, 2012

Blackberry, American Airlines, Barnes & Noble, Microsoft, and Tiger Woods to name a few. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Here are 5.5 Consider leaving a comment! All rights reserved.

Brand 50

Brand Reputation Customer Loyalty Industry 50

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 surface unpredictably (dress for an out-of-town business meeting after the airline lost my suitcase); some regularly (pack a healthful lunch for my daughter to take to school).

Deming 28

Deming Christensen System Innovation 28

Strategy Driven

OCTOBER 21, 2011

Forced to do more with much less, the small businesses that have managed to survive and even thrive during these tough times have recognized one important factor: You can’t always compete on price, but you can compete on service. Many major companies, such as Southwest Airlines, UPS, Chick-fil-A, Best Buy, Yum!

Learning-by-Doing 62

Learning-by-Doing Price Bottom-up Finance 62

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

MAY 19, 2015

His letter announced a compensation restructuring, which accompanied a dismantling of hierarchy and the introduction of self-managed, self-organizing teams throughout the company. Two years in, Stayer fired three top managers because they kept deferring to him. ” Stayer soon became the darling of management gurus.

Management 8

Management Long-term System Delegation 8