Harvard Business Review

NOVEMBER 2, 2011

Remember when airlines first introduced baggage fees? We swap horrible airline stories at cocktail parties. The other misstep Bank of America made was miscalculating whether their competitors would follow. There were howls of protest. People swore they were going to take their business and go. There was nowhere to go. We grumble.

Case Study 11

Case Study Banking Airlines Competitive Advantage 11

Harvard Business Review

DECEMBER 11, 2013

Editor’s Note: This fictionalized case study will appear in a forthcoming issue of Harvard Business Review, along with commentary from experts and readers. It had even helped win the airline an industry customer service award. “You should always have coffee before checking your inbox.”. Andrea asked. You just launched a contest.

Case Study 8

Case Study PR Crisis Media 8

Harvard Business Review

OCTOBER 10, 2011

Southwest Airlines is often used as a case study for a well-run business: it's consistently more profitable than its competitors, it's very disciplined about how it operates, it's customers are happy. It also has a strong brand, built on the promise of low prices, convenience, and a no-frills-but-pleasant experience.

Airlines 10

Airlines Brand Short-term Price 10

Harvard Business Review

APRIL 14, 2017

United Airlines is pledging to train its workers better to ensure that “ employees are prepared and empowered to put our customers first ” in the wake of a video showing a passenger being dragged from a plane. It’s a new turn in what has been a PR disaster for the company. The public reacted to the video with horror.

Airlines 10

Airlines Company Crisis Management Video 10

Harvard Business Review

APRIL 3, 2015

” These case studies are legendary among marketers. I’m no road warrior, but I do clock an average of 100,000 miles a year, meaning I have some elite status on various airlines. But the airlines flatly refused to accommodate my pregnancy or even allow me to purchase the miles necessary to maintain my status.

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

MAY 16, 2011

I'd like to point you to two well-known case studies — one from Asia, one from America. Years later, he bought a financially ailing airline and transformed it into Asia's most profitable and fastest-growing low-cost operator. The first is Tony Fernandes, founder of AirAsia.

Airlines 14

Airlines Mentor Environment Case Study 14

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

Harvard Business Review

FEBRUARY 28, 2011

Editors' Note: This fictionalized case study will appear in a forthcoming issue of Harvard Business Review, along with commentary from experts and readers. Within weeks he had secured a contract with a major airline to accelerate kiosk rollout in 20 airports and buy software upgrades across their locations. Tom interrupted.

Case Study 15

Case Study Airlines Hotels Software 15

Harvard Business Review

FEBRUARY 10, 2014

Mornings consisted of lectures and case studies in a traditional classroom in the Stanford Business School; this was the “clean models” part of the program. Back in 2006, my colleague Huggy Rao and I launched an executive education program at Stanford called “Customer-focused Innovation.”

Case Study 11

Case Study Pharmaceuticals Airlines Hotels 11

Harvard Business Review

JUNE 7, 2012

As CMO Scott Olrich — whose start up firm, Responsys , has landed marquee customers like Southwest Airlines, Whole Foods, LEGO, Harley-Davidson, ESPN and the National Basketball Association — put it at our 2012 Summit on Customer Engagement , "customer advocacy is marketing and marketing is customer advocacy.".

Reference 15

Reference Tips Media Case Study 15

Harvard Business Review

APRIL 7, 2014

That’s not the legacy executives hope will be recorded next to their names on the pages of the Wall Street Journal articles and Harvard Business School case studies — inaction and powerlessness. For a real-world example, just consider the airline industry.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Harvard Business Review

JUNE 7, 2012

As CMO Scott Olrich — whose start up firm, Responsys , has landed marquee customers like Southwest Airlines, Whole Foods, LEGO, Harley-Davidson, ESPN and the National Basketball Association — put it at our 2012 Summit on Customer Engagement , "customer advocacy is marketing and marketing is customer advocacy.".

Reference 12

Reference Tips Media Case Study 12

Harvard Business Review

DECEMBER 20, 2013

Case study #1: Let everyone be heard. As the vice president of maintenance, repair, and overhaul at American Airlines, Bill Collins was tasked with improving the company’s relationship with unionized workers. Case study #2: Actively manage disrupters. Move on to a new topic until everyone feels they’ve been heard.

Committee 14

Committee Participative Case Study Productivity 14

Harvard Business Review

NOVEMBER 23, 2010

As I think about companies that compete on consistent, low cost, reliable operations, most have or had leaders who were process innovators, such as Herb Kelleher at Southwest Airlines, Sam Walton at Wal-Mart, Ray Kroc at McDonalds, Jeff Bezos at Amazon.com, and Fred Smith at FedEx.

Process 15

Process CEO Insurance Banking 15

Skip Prichard

OCTOBER 28, 2019

Study some of the most interesting and diverse group of companies such as Google, Twinings, Dropbox and even Wimbledon and you end up with fascinating stories, case studies, and research useful to every brand. People aren’t obsessed with Southwest Airlines because of its brand purpose. Ideas to Grow Your Brand.

Wilde 66

Wilde Brand Open-book Creativity 66

Harvard Business Review

MAY 19, 2015

His struggle to transform the Johnsonville Sausage Company into a beacon of enlightened business was chronicled widely and became a best-selling case study. I enjoyed teaching that case for many years. They wanted to hear about Semco, Southwest Airlines, Gore Tex, HCL. They wanted to hear about Zappos.

Management 8

Management Long-term System Delegation 8

Harvard Business Review

MARCH 22, 2012

Strange to say, the story was about an airline, and it wasn't a travel nightmare. Instead, it involved the recently bankrupt American Airlines doing something extraordinary — by putting kindness to work. Most airline personnel would have stopped there and offered to book the next available flight — for a fee.

Strategy 18

Strategy Airlines Hotels Heskett 18

Strategy Driven

OCTOBER 18, 2013

Effective Crisis Handling, Case Studies. Going to the government and asking for bailout loans is quite chancy, as the airlines have learned recently. Crises can and will happen to good organizations. Most often (85% of the time), they can be heeded, planned for averted. There is an art to Crisis Preparedness.

Crisis 72

Crisis Crisis Management Budgeting Risk Management 72

Harvard Business Review

MAY 25, 2016

However, looking at the surveys and consulting reports, it is unclear what the precise use cases are that will drive this positive ROI from big data. Our goal in this article is to offer specific, real-world case studies to show how big data has provided value for companies that have worked with Microsoft’s analytics teams.

Supply Chain 14

Supply Chain Price Airlines Advertising 14

Harvard Business Review

MARCH 19, 2015

Case Study #1: Focus on communication and training. ” Case Study #2: Gamify adoption to make it fun and engaging. The employee who generated the most internet traffic from a single piece of online content over a month-long period won two first-class airline tickets anywhere in the U.S.

Technology 8

Technology CRM Training System 8

The Empowered Buisness

NOVEMBER 29, 2013

Tatum discusses the 5 critical success factors for managing, driving and sustaining growth, along with case studies of companies that succeeded or failed during No Man’s Land. Southwest Airline’s Crazy Recipe for Business and Personal Success, described the unconventional leadership that made Southwest an airline industry dynamo.

Books 113

Books Leadership Open-book Learning-by-Doing 113

Strategy Driven

MARCH 11, 2011

The company cried ‘case study’ from the very beginning, when it segued from the former Houston Natural Gas moniker. These observations are intended to contextualize the Enron case studies in broader terms than were reported in the news media: Conditions Which Allowed It to Occur. Congressional Hearings.

Strategic Planning 57

Strategic Planning Committee Golden Handcuff Media 57