Modern Servant Leader

FEBRUARY 17, 2016

If you look at some of the companies with the strongest results and the best reputations, you’ll find that servant leadership is at the heart of them. The world’s largest online shoe retailer went from 8 million $ to 1 billion $ annual revenue in 7 years. America’s largest airline and the most profitable – the airline that love built.

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Modern Servant Leader

FEBRUARY 17, 2016

If you look at some of the companies with the strongest results and the best reputations, you’ll find that servant leadership is at the heart of them. The world’s largest online shoe retailer went from 8 million $ to 1 billion $ annual revenue in 7 years. America’s largest airline and the most profitable – the airline that love built.

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Harvard Business Review

MAY 30, 2014

Strategic consistency is the hallmark of many great companies. Southwest Airlines’ decades-long strategy of “short-haul, high-frequency, point-to-point, low-fare service” produced what was not only one of the best-performing airlines in the U.S. Smartphones destroyed Nokia’s cell phone business.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

MAY 17, 2017

The airline industry is a cautionary tale of what happens when companies emulate new business models without bringing over the associated mental models. For over 40 years, Southwest Airlines has been a disruptive force in the airline industry, creating an entirely new category and a record 43 consecutive years of profitability.

Airlines 14

Airlines Strategy Business Model Metrics 14

Harvard Business Review

NOVEMBER 27, 2015

The top 10 companies in the Global Empathy Index 2015 increased in value more than twice as much as the bottom 10 and generated 50% more earnings. Among the more interesting findings: Five of the 10 most empathic companies are based in Silicon Valley. of all the companies in the index). compared to weighted average of 5.2%

Tourism 8

Tourism Telecommunications Automotive Company 8

Harvard Business Review

JANUARY 19, 2018

There’s been a ripple of excitement of late as some big companies have unveiled (fairly modest) raises and bonuses for workers. American Airlines said it would pay $1,000 to all 127,600 of its people, and Wells Fargo raised its base wage from $13.50 to $15 per hour. to $15 per hour.

Definition 8

Definition Company Succession Airlines 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 11

IAM Productivity Products Company 11

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 10

Competitive Advantage Company Outsourcing Analysis 10

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

OCTOBER 21, 2015

Walmart isn’t the only retailer struggling with selling on the web — most brick and mortar stores are, too. ” With Amazon having such a big head start – claiming a customer base of 244 million in 2014, it’s hard to see how brick-and-mortar retailers can catch up. .”

Airlines 8

Airlines Retail Loyalty Price 8

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

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 14

Price Retail Discount Tactics 14

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

OCTOBER 4, 2018

The retail world in particular abounds with catch-phrases, habits, and commonly copied templates: “Say it with a smile.” Even if you’re a member of the company’s team, it is often better to say “I” than “we.” ” “Never say no.” ” “Sorry is a magic word.”

Analysis 14

Analysis Retail Airlines Reference 14

Harvard Business Review

MARCH 30, 2017

While the announcement, made in the company’s recent annual report, seems to be a white flag of surrender, it could just be a yellow warning light. The company says it is taking action to ensure its future viability. The company must restore brand pride, alignment, and engagement throughout its ranks.

Retail 8

Retail Brand Airlines Apparel 8

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

MAY 15, 2012

That's why I've begun to encourage senior leaders of companies, executives who run business units or departments, even mid-level managers who are responsible for a specific brand, to step back and take time (probably much longer than twenty minutes) and write their organization's obituary. What legacy did your company leave in its industry?

Company 10

Company Brand Banking Long-term 10

Harvard Business Review

DECEMBER 21, 2010

Although dampened somewhat by the economic climate and job uncertainty , the five+ weeks from late November through the end of the calendar year represent more than $500 billion in sales — or approximately 40% of the entire year's retail revenue in the U.S. Even automobile companies and airlines seem to have learned this lesson.

Productivity 15

Productivity Products Supply Chain Airlines 15

Harvard Business Review

FEBRUARY 1, 2011

Arkadi Kuhlmann, founder and CEO of ING Direct USA, has invented a whole new approach to retail banking. So much of our history was born out of battles — fighting for the right to be an airline, fighting off the big guys who wanted to squash us, now fighting off the low-cost airlines trying to emulate us.

Training 17

Training Skills Airlines Health Care 17

Harvard Business Review

APRIL 4, 2012

Adam Lashinsky's new book Inside Apple offers lots of intriguing material about Steve Jobs and the strategic choices, design principles, and business tactics that created the most valuable company on earth. Cook did not respond with a detailed review of the products Apple made or the retail environments in which it sold them.

Banking 19

Banking Airlines Retail Advertising 19

Harvard Business Review

FEBRUARY 8, 2012

The service companies that thrived coming out of the Great Depression — think Macy's and Disney — figured out how to take care of their customers in a climate of fear and uncertainty. It turns out winning service companies aren't great at everything. Use airline check-in kiosks for inspiration.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

OCTOBER 26, 2012

Welcome to problem #1 for retailers: The company knows that a potential customer has interacted with it across a lot of touch points but it has no idea that all these interactions are with Jane. Retailers are desperate to unlock this intelligence so they can make more personalized offers. Be systematic. Fill in the data holes.

Retail 12

Retail Loyalty Customer Loyalty ROI 12

Harvard Business Review

APRIL 12, 2016

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. That’s not the story in the clothing industry. But go further.

Business Model 8

Business Model Airlines Retail Travel 8

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

NOVEMBER 23, 2011

If you're a retailer and you're not generating a non-stop flow of customized, interactive content, the writing's on the wall: Publish or perish. Here are four publishing approaches retailers are trying: The Mass Publisher. Mass publisher retailers create content of broad interest to their customers. Just look around.

Brand 15

Brand Retail Fashion Supply Chain 15

Harvard Business Review

SEPTEMBER 27, 2011

So when I give a speech and ask audience members to describe the last time they told their friends to avoid doing business with a company, airlines provide a reliable source of horror stories. It was time to call the airline. airlines, the "legacy carriers" ? And isn't that what every company wants from its customers?

Travel 15

Travel Airlines Customer Loyalty Power 15

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. But as the amount of data that retailers are able to collect grows and the predictive models keep improving, the models will inevitably become markedly better at predicting customer behavior than simple rules.

Simon 11

Simon Retail Uncertainty Apparel 11

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

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 16

Brand Advertising Airlines CRM 16

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 9

Competitive Advantage Airlines Telecommunications Long-term 9

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 15

Airlines Retail Learning-by-Doing Quality 15

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

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

SEPTEMBER 29, 2014

The late Julian Simon (better known, perhaps, for his optimistic views about population growth and resource abundance) thought up the idea for having airlines auction off overbooked seats and persuaded the Civil Aeronautics Board, which used to regulate airlines fares and entry, to permit the idea in the 1970s. This has all changed.

Strategy 12

Strategy Black-Scholes Airlines Price 12

Harvard Business Review

OCTOBER 16, 2012

One company is banking on it. If more clinical trials follow suit, the bra — which could retail for $1,000 — could be ready for commercialization in Europe early next year and in the United States in 2014. HEADS UP, AMERICAN AIRLINES. A Concept Airline Eases the Pain of Traveling With Toddlers (Fast Company).

Airlines 8

Airlines Travel Comparison Survey 8