Harvard Business Review

JULY 15, 2015

So how can companies increase their ROI of social media customer service? In our experience, the best companies are building up their social media capabilities to capture value by focusing on doing two things well: building a social media CRM to increase relevance and focusing on complete customer care.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

MAY 19, 2016

Customers choose the company that gives them value that other companies can’t match. A company that can show it is different from other companies, in a way that is relevant to customers, gains a major competitive advantage. With truly differentiated companies, much of the distinction goes beyond the product itself.

IAM 9

IAM Productivity Products Company 9

Harvard Business Review

JUNE 29, 2016

Sky Futures, a third-party drone services company that specializes in such inspections, works with oil companies, such as BP, Shell, Statoil, and Conoco Philips, and has raised $9.5 Airlines Easyjet and Lufthansa have adopted drones as a tool for aircraft inspections. million in investment capital in just the past year.

Competitive Advantage 9

Competitive Advantage Company Outsourcing Analysis 9

LDRLB

MAY 26, 2014

There’s even a story that Reed Hastings wanted a meeting with the people at Blockbuster to essentially give them the technology, saying let us handle your DVDs by mail and your future streaming business; you focus on the retail store. We observed this and saw lots of companies, lots of different industries doing it right and doing it wrong.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Harvard Business Review

MAY 28, 2018

In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. One, does your company hire individuals to interface with customers? Conducting an audit study may seem simple, and many companies do similar things already.

Company 8

Company Comparison Airlines Diversity 8

Harvard Business Review

NOVEMBER 25, 2015

In a recent strategy meeting we attended with the leaders of a Fortune-500 company, the word “culture” came up 27 times in 90 minutes. How to Be a Company That Employees Love. Take for example the airline industry. We saw this play out in retail, banking, telecommunications, and the fast food industry as well.

Motivation 8

Motivation Company Airlines Learning-by-Doing 8

Harvard Business Review

JULY 16, 2013

For all companies, having a story and knowing that story are crucial steps to achieving success. In fact, those that think this way do so at their own risk because there is a new kind of company on the rise that uses story in a more powerful way — and they run more efficient and profitable businesses as a result.

Storytelling 8

Storytelling Company Marketing Strategy Media 8

Harvard Business Review

JANUARY 3, 2017

Retailers such as ALDI and Walmart have used price to position themselves against traditional competitors in their markets, pinching margins all around. And airlines are gearing up for a price war on trans-Atlantic routes as some low-cost carriers plan service between the U.S. and Europe.

Price 11

Price Retail Discount Tactics 11

Harvard Business Review

APRIL 22, 2015

Since the late nineteenth century, we have seen five distinct movements in the way companies compete. Many companies still compete this way and there continue to be successors to Taylorism, including business process reengineering and lean production. Edwards Deming , who introduced quality as a way of life for Japanese companies.

Six Sigma 8

Six Sigma Company Lean Production Taylorism 8

Harvard Business Review

JUNE 8, 2015

Eighteen years ago, five airline companies—Lufthansa, Air Canada, United Airlines, Thai Airways and Scandinavian Airlines—formed an alliance with a vision to offer better services to their customers. Even when dealing with any one airline, they could enjoy access to the resources of several airlines.

Airlines 8

Airlines Hotels Operations Open-book 8

Harvard Business Review

APRIL 26, 2011

And while these companies were the first to acknowledge the business benefits of delivering a great customer experience, business-to-business (B2B) organizations are increasingly getting in on the game. Often, the best way for B2B companies to satisfy the multitude of business customers is to focus on the needs of their customers' customers.

B2B 15

B2B Airlines Travel Stage-Gate 15

Harvard Business Review

DECEMBER 18, 2012

Even if it violates their own value system and the mission of the company. But if everyone at a crummy airline, for example, had the same zero-tolerance for bad customer service as a lesbian has for lying about the fact that she's married to a woman, it wouldn't be a crummy airline for long. They were six weeks late.

Airlines 14

Airlines Retail Learning-by-Doing Quality 14

Strategy Driven

JANUARY 21, 2011

StrategyDriven effective executives, efficient employees Home About The StrategyDriven Organization Our Company Our Contributors Karen K. One retail CTO summed it up well at a recent SAS event when he said, “We don’t want to just struggle through and be hanging by our fingertips when the economy recovers. Juliano Howard T. Dickens Jr.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Harvard Business Review

OCTOBER 2, 2014

For a retailer, it’s extremely useful to know whether a customer will be back or has abandoned you for good. Starting in the late 1980s , academic researchers began to develop sophisticated predictive techniques to answer that question. This resistance to state-of-the-art statistical models has frustrated the academics.

Simon 9

Simon Retail Uncertainty Apparel 9

Harvard Business Review

MARCH 11, 2013

Last month, when I tweeted to American Airlines about a delay, no one tweeted back to me and no one realized that the tweet was also from a long-standing AAdvantage Gold member. Facebook recently took a step forward in helping to create these profiles through partnerships with data companies Epsilon, Acxiom, and Datalogix.

Brand 15

Brand Advertising Airlines CRM 15

Harvard Business Review

MARCH 10, 2015

Aggressive moves by airlines to migrate frequent flyer metrics from miles flown to dollars spent have caused bargain-hunting road warriors worldwide to whine about “disloyalty programs.” Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Harvard Business Review

APRIL 2, 2014

The art of endurance can be studied in some of the world’s oldest companies. The company has been around for over 250 years. It started life as an ironworks company, pursued vertical integration by entering coal, eventually moved into pressed steel wheels before diversifying into front wheel drive technology and beyond.

Competitive Advantage 8

Competitive Advantage Airlines Telecommunications Long-term 8

Harvard Business Review

OCTOBER 16, 2012

One company is banking on it. The bra is lined with precision sensors that measure changes in cell temperature, which can indicate a developing tumor. HEADS UP, AMERICAN AIRLINES. A Concept Airline Eases the Pain of Traveling With Toddlers (Fast Company). But, can it be profitable? THE BUDDY SYSTEM AT WORK.

Airlines 8

Airlines Travel Comparison Survey 8

Harvard Business Review

JULY 20, 2016

After all, investment analysts at JPMorgan Chase are assigned to monitor specific industries, speak up in companies’ quarterly conference calls, help execute deals and transactions, and advise corporate clients. Only the latter strategy produces good results for both company shareholders and employees.

Long-term 8

Long-term Airlines Health Care Short-term 8

Harvard Business Review

OCTOBER 2, 2014

For a retailer, it’s extremely useful to know whether a customer will be back or has abandoned you for good. Starting in the late 1980s , academic researchers began to develop sophisticated predictive techniques to answer that question. What they found surprised them.

Simon 8

Simon Retail Uncertainty Apparel 8

Harvard Business Review

SEPTEMBER 29, 2014

Consider first the increasing use of auctions, which have a distinguished history in the development of economics. and other governments to help them design these often complicated auctions and by telecommunications companies trying to figure out the best strategies for bidding. Here a few notable examples.

Strategy 10

Strategy Black-Scholes Airlines Price 10

Harvard Business Review

AUGUST 7, 2018

I’ll let you in on the six-step technique I have developed over many years, working with clients and in teaching my public seminars on strategic planning. Its other key stakeholders were distributors; customers-retail; customers-industrial/food service; consumers; and employees. But methods can be learned.

Strategic Planning 15

Strategic Planning Planning Document Airlines 15

Harvard Business Review

NOVEMBER 7, 2013

Wharton Business School professor Ian MacMillan wrote in a 1997 HBR article that companies seeking to differentiate themselves should examine every element of the customer value chain to find opportunities for improvement. Creativity Innovation Product development' They also used an app to design their new packaging.

Airlines 8

Airlines Banking Creativity Brand 8

Harvard Business Review

DECEMBER 20, 2016

I’m talking about the superconsumers who are inside your organization, working at every level: the fashionista who works in the mail room at the headquarters of an apparel company, or the finance manager who works for a pork brand and who eats three pounds of bacon in any given week. So find them, ask questions, and let them help you.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

SEPTEMBER 23, 2016

For example, same-store sales or sales per square foot measure success in the retail industry, and various volume measures do it in commodity industries. Companies in industries facing change have to change their key metrics, often before the new reality is clear. For years, U.S. Know your metrics and the behaviors they drive.

Metrics 8

Metrics Business Model Retail Automotive 8

Harvard Business Review

JANUARY 19, 2018

Why is that some companies have great heads of strategy who make an outstanding contribution to their companies while others don’t? Consider Staples, the office-supplies retailer, which had tumbled from being the market leader to being a third of the new leader’s size by 1992. alicemoi/Getty Images.

Strategy 8

Strategy Chief Financial Officer Short-term Chief Information Officer 8

Harvard Business Review

APRIL 5, 2012

Consider how market potential estimates helped a business within GE that leases over-the-road trailers to trucking, retail, and manufacturing companies. This keeps salespeople engaged and allows the company to hire and retain top sales talent. A greeting card company used U.S. Sales force deployment. Deduce the data.

Retail 9

Retail Incentives Tactics Pharmaceuticals 9

Harvard Business Review

APRIL 11, 2017

Among those that have met that fate in recent months are initiatives at Target, Alaska Airlines, Coca-Cola, the New York Times, and Chubb. The problem isn’t that large companies lack good ideas. At many companies, new innovation initiatives get the blessing of the CEO — but have little interaction with the business units.

Project 9

Project Innovation Press Release Survey 9

Harvard Business Review

MARCH 17, 2016

It takes a special kind of company, from the CEO on down, to make a low-price position sustainable and profitable. The skills and traits to pull that off — such as cost-consciousness, relentless efficiency, and customer-driven design — must be anchored in the company and its culture from the very beginning.

Price 8

Price Airlines Govindarajan Advertising 8

Harvard Business Review

OCTOBER 30, 2014

McKinsey research shows that companies with advanced marketing and sales capabilities tend to grow their revenue two to three times more than the average company within their sector. The company shifted resources to its most lucrative markets, where two-thirds of the opportunity lay. They really know what the customer wants.”.

Marketing 9

Marketing Guidelines B2C Analysis 9

Harvard Business Review

FEBRUARY 4, 2015

But does the fact that it earned more money in one quarter than any company in history mean that our beloved Apple is alive and well? When Southwest Airlines started to occupy the same market space as established air carriers, the incumbents predictably focused more on business class and international routes.

Report 8

Report Disruptive Innovation Banking Insurance 8

Harvard Business Review

MARCH 11, 2013

Last month, when I tweeted to American Airlines about a delay, no one tweeted back to me and no one realized that the tweet was also from a long-standing AAdvantage Gold member. Facebook recently took a step forward in helping to create these profiles through partnerships with data companies Epsilon, Acxiom, and Datalogix.

Brand 8

Brand Advertising Airlines CRM 8

Harvard Business Review

NOVEMBER 4, 2015

And now companies are pouring billions of dollars into irrelevant and annoying banner ads on mobile phones that are essentially miniature replicas of the desktop version. How leading companies connect with customers. Then the Weather Company correlated it with local weather conditions and forecasts at that time of the year.

Advertising 8

Advertising Airlines Brand Retail 8

Harvard Business Review

NOVEMBER 23, 2010

I also argued in my last post that the CEO has a critical and unique role to play in process improvement, enabling a companys activities to be redesigned across functions and divisions. But if board members conclude that their companys vitality depends on process improvement, what kind of CEO should they choose?

Process 14

Process CEO Insurance Banking 14

Harvard Business Review

SEPTEMBER 21, 2011

While the idea of reaching out to consumers via smartphone apps is clearly not new, companies have been stubbornly hesitant to embrace app technologies. Executives who need reminding can examine their companies' websites from the early 1990s through the Wayback Machine , an archive of the internet.

Brand 11

Brand B2C Market Segmentation Travel 11

Harvard Business Review

SEPTEMBER 29, 2017

companies probably assume that their employees have the knowledge and skills they need to carry out their jobs. One global technology company my team works with, for example, discovered that, on average, its sales employees didn’t understand or know about 22% of its product features, even though they believed they did.

Skills 8

Skills How To Learning-by-Doing Airlines 8

Harvard Business Review

AUGUST 28, 2015

Companies were split into divisions, each with their own leadership. Even Brian admits that holacracy isn’t for everyone (I’m still not sure I would want to work in a company that adopted it), but I think every manager could benefit from a better understanding of the problems that it is trying to solve.

Groupthink 8

Groupthink Agility Diversity Retail 8