Harvard Business Review

APRIL 12, 2016

There are many different makes and models on the market. We see positioning in the airline industry. Australia, for instance, has three main domestic airlines: Qantas, Jetstar (Qantas’s no-frills line), and Virgin, which started out as no-frills and has since chased the business-class, high-margin segment.

Business Model 8

Business Model Airlines Retail Travel 8

Harvard Business Review

SEPTEMBER 16, 2016

Data contributes not only to brand equity, but to what constitutes product and service delivery in globally connected and hyper-competitive markets. To analyze EvD, determining the relative importance of data to an enterprise’s balance sheet, its ability to effectively compete, and its operational capabilities is a good place to start.

Intangible Assets 8

Intangible Assets Intellectual Capital Corporate Accountability Activity Based Costing 8

Harvard Business Review

AUGUST 24, 2017

A nearly $150 million settlement is pending for the fake-account scandal that roiled the bank last year, and a new scandal has emerged: Recently it has been alleged that thousands of customers were signed up for insurance without their knowledge. ’s largest banks? What explains the divergence in the fortunes of two of the U.S.’s

CEO 8

CEO Accrual Accounting Pharmaceuticals Banking 8

Harvard Business Review

APRIL 2, 2014

And in business life, CEOs incentivize and promote those senior executives who can get new ideas to market more quickly than competitors. In a recent meeting I had with senior executives at a multinational retail bank, none of the top management team could remember the last time they had sat down with a randomly selected retail customer.

Competitive Advantage 8

Competitive Advantage Airlines Telecommunications Long-term 8

Harvard Business Review

DECEMBER 16, 2010

You don't often attend an NFL game to bring home a profound insight about marketing. But that was my good fortune last week at Massachusetts's Gillette Stadium, where 50 or so CMOs and CEOs gathered to discuss the impacts of digital, social, and mobile media on marketing. is an old chestnut of the marketing world.

Forrester 15

Forrester Retail Media CEO 15

Harvard Business Review

DECEMBER 4, 2017

And that’s not just social media accounts; it’s bank accounts, retailer gift card accounts with cash and credit cards attached, airline loyalty accounts with years of accumulated frequent flyer points, and other accounts with real value.

ROI 8

ROI Long-term Banking System 8

Harvard Business Review

JULY 22, 2016

Network businesses have always been around, from matchmakers to real estate brokers, but it’s the move to digital platforms that has led to market-shaking effects. Airline JetBlue has turned its Twitter account into a highly responsive, 24/7 customer service line. British retailer ASOS also maintains a popular Instagram account.

Real Estate 8

Real Estate Business Model Incubator Short-term 8

Harvard Business Review

OCTOBER 18, 2016

With this model, an investment can be defined as strategic, key operational, support, or high potential. Key operational investments sustain existing business operations, helping to avoid any disadvantage. Executives can sometimes struggle differentiating between key operational and support investments.

Tools 8

Tools Competitive Advantage Operations Technology 8

Skip Prichard

MARCH 3, 2021

That’s why I was fascinated by Unfiltered Marketing: 5 Rules to Win Back Trust, Credibility, and Customers in a Digitally Distracted World by Stephen Denny and Paul Leinberger. We view control over our time as more important than “lots of money in the bank” as a sign of success. Everything begins with the collapse of trust.

Brand 121

Brand Storytelling Trends Content 121

Harvard Business Review

SEPTEMBER 23, 2014

So it goes with airlines, telephone companies, banks, every organization you deal with — you’re continually redesigning strategic factors such as product range, presentation, and customer service. It’s an operational plan. In short, I’d begun to think in a way that I’d now call “strategic.” How about the service?

Management 12

Management Strategic Planning Competitive Advantage Airlines 12

Harvard Business Review

MAY 15, 2012

How did your brand move the needle in a market category? BMW falls into this camp, maybe Ritz-Carlton and Emirates Airlines. HBO comes to mind as a passion brand in the notoriously fickle media market, a network that doesn't just have viewers but devoted followers. What legacy did your company leave in its industry?

Company 10

Company Brand Banking Long-term 10

Harvard Business Review

JUNE 27, 2012

A list of the top 20 banks today contains only seven that were on the list a decade ago. A similar pattern hold for airlines. Of the 70,000 companies with market data available, more than 42,000 earned shareholder returns (dividends + stock price appreciation) below inflation. Markets change; technology evolves.

Creativity 14

Creativity Long-term Kotter Cost of Capital 14

Harvard Business Review

JULY 19, 2013

No big deal, I thought: Simply call the bank. Airlines are a good example. But airlines did this in response to new government regulations establishing fines for companies that leave customers sitting for hours in planes on the ground. If the airlines had assumed that consumers were weak and insignificant, they were wrong.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

FEBRUARY 15, 2013

The goal, says CEO Tom Rippin, is "to develop people who can operate equally well in commercial and social enterprise environments.". Here too is a marketable skill that social enterprises can offer to employees who expect to someday return to the for-profit world. Build Your Bench Strength Without Breaking the Bank.

Chief Operating Officer 8

Chief Operating Officer How To Airlines Long-term 8

Harvard Business Review

JULY 8, 2013

by the cable industry, make up two of the three lowest-scoring categories in the American Customer Service Index (the other is airlines). Maybe the passage of time has dulled my memory of what it was really like, or maybe the wonderfulness of the phone rep led me to believe that this was a different sort of operation.

Market Penetration 8

Market Penetration Industry Telecommunications Strategy 8

Strategy Driven

FEBRUARY 4, 2011

Tactics deemed as ’standard operating procedure’ for some companies were exposed and ridiculed by others. billion as the stock market plummeted, amid a crisis of investor confidence. We have been subjected to the second longest bear market in history, the longest being that of the Great Depression.

Ethics 59

Ethics Cost Crisis Learning-by-Doing 59

Harvard Business Review

DECEMBER 13, 2016

When I first joined BNP Paribas Fortis, for example, two younger and more dynamic banks had just overtaken us. Although we had been a market leader for many years, our new products had been launched several months later than the competition — in fact, our time to market had doubled over the previous three years.

Project 8

Project How To Objective Efficiency 8

Harvard Business Review

SEPTEMBER 12, 2012

The fact that they are joined at the hip in so many people's minds means that marketing agencies are thriving — but that the rest of our organizations are not. The companies thriving today are operating by a new set of rules — Social Era rules. They see it as the purview of two functions: marketing and service.

Strategy 17

Strategy Disaggregation Reis eBook 17

Harvard Business Review

APRIL 22, 2016

The car’s interior was cramped and uncomfortable, and the steering wheel–mounted gearbox required exceptional dexterity to operate. ” According to the 2016 Airline Quality Study , the number of complaints filed by travelers on U.S. airlines in 2015 was the highest since 2000.

Airlines 8

Airlines Insurance Industry Survey 8

Harvard Business Review

MARCH 14, 2017

Travel loyalty programs tend to be complex and multicurrency, making them different from retailers, which typically run simple discount programs, or from banks, which offer cash back or a single currency that can be spent easily across a range of merchants.

Loyalty 12

Loyalty Customer Loyalty Travel Hotels 12

Harvard Business Review

MARCH 8, 2018

Like banks, airlines, and retailers, health care providers will need to offer an easy, digital front-end experience to their customers. One is provider licensing, a critical limiter of regional and national market share. Imagining the same ad for a healthcare provider in 2018, even an innovative provider, is a stretch.

Health Care 8

Health Care Retail Strategy Licensing 8

HR Digest

JANUARY 10, 2024

Walmart wants customers to know them for low prices, Singapore Airlines customers know them for customer connectivity, Apple customers perceive innovation and Fed Ex customers expect speed. Southwest Airlines’ firm brand, for example, is cheap, fun, and on time. In the late 1970s 95% of market value was derived from earnings.

Ulrich 52

Ulrich Leadership Diversity Audience 52

Harvard Business Review

NOVEMBER 6, 2018

While it’s tempting to group China and India together as a block of emerging digital markets, they offer several important distinctions, especially for international entities and countries looking to invest. It is also the world’s largest market for e-commerce.

Airlines 9

Airlines Technology Objective Policies 9

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. Enron did not demand enough accountability, fairness, ethics and operational autonomy from its outside auditor. Congressional Hearings. Who are the customers?

Strategic Planning 57

Strategic Planning Committee Golden Handcuff Media 57

Harvard Business Review

DECEMBER 20, 2016

The UN also agreed to slash emissions from the airline industry. Nine big brands with operations in Ohio publicly pressed the state to reinstate energy efficiency and renewable energy portfolio standards. The World Bank estimates that $158 trillion worth of assets are at risk from increased natural disasters.

Energy 8

Energy Banking Chemicals Globalization 8

Harvard Business Review

SEPTEMBER 1, 2017

It is the second smallest market in Latin America — a sharp difference compared with only a few years ago, when it used to compete with markets such as Argentina, Chile, and Colombia as the third largest market in the region, after Brazil and Mexico. Venezuela represented only 1% of total revenues.

Sharpe 8

Sharpe Price Politics Supply Chain 8