Harvard Business Review

NOVEMBER 7, 2013

More than a tool for differentiation, it is a tool for spurring creative thinking. Southwest Airlines consistently monitors customer feedback using Net Promoter, a tool that measures customer satisfaction by tracking whether a customer would recommend the airline to a family or friend.

Airlines 8

Airlines Banking Creativity Brand 8

Harvard Business Review

AUGUST 2, 2018

But machine learning is a technological tool like any other: it can be understood on various levels, and can still be used by those whose understanding is incomplete. People do not need to know how to fly a plane to be able to spot sensible new airline routes. Instead, they need to know approximately what a plane can and cannot do.

Learning-by-Doing 11

Learning-by-Doing Software Technology Travel 11

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

JUNE 7, 2012

Buyers increasingly expect to check with their peers before they'll purchase from a company — using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. Social media understands this and facilitates it. Traditional media also gets this.

Reference 15

Reference Tips Media Case Study 15

Harvard Business Review

JUNE 28, 2016

Given their capabilities, these entrepreneurs take a “do-it-yourself” approach and develop software to support organizational needs. The magic building blocks that Airbnb adds are tools for matching, spot pricing, and analyzing the data it collects on all participants in its ecosystem.

Entrepreneur 9

Entrepreneur Airlines Construction Short-term 9

Harvard Business Review

JUNE 7, 2012

Buyers increasingly expect to check with their peers before they'll purchase from a company — using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. Social media understands this and facilitates it. Traditional media also gets this.

Reference 12

Reference Tips Media Case Study 12

Harvard Business Review

JULY 16, 2013

Storydoing companies — Red Bull, TOMS shoes, Warby Parker, and Tory Burch, for example — emphasize the creation of compelling and useful experiences — new products, new services, and new tools that advance their narrative by lighting up the medium of people. So how do you know a storydoing company when you see one?

Storytelling 8

Storytelling Company Marketing Strategy Media 8

Harvard Business Review

JUNE 29, 2016

While 60% of drone usage currently relates to communications and media such as for film making and commercial photography, new higher-value applications are on their way, as drones have a significant advantage in terms of precision, convenience, and cost over more traditional solutions such as satellites and helicopters.

Competitive Advantage 10

Competitive Advantage Company Outsourcing Analysis 10

Harvard Business Review

DECEMBER 20, 2016

The airline industry has experienced great volatility from deregulation, takeovers through mergers and acquisitions, and, as always, unpredictable forces of nature. ” Krolick also noted that a meaningful number of United Airlines employees are also pilots—these are super-superconsumers. Unlocking Energy.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

MAY 6, 2016

But on April 14, Facebook announced that it was explicitly turning Messenger into a platform that allows media outlets, retailers, and anyone else to develop bots to chat with users, joining Kik, Microsoft, and others offering similar services.

Rogers 8

Rogers Long-term Airlines Efficiency 8

Harvard Business Review

FEBRUARY 7, 2014

But with most B2B and B2C organizations using virtually the same branding tools, they’re arguably seeing less advantage as a result of their efforts — if they’re realizing any advantage at all. First, already in competition with airlines, they were beginning to compete with German and Italian railroads.

Brand 10

Brand Advertising B2C B2B 10

Harvard Business Review

AUGUST 9, 2016

In the 2000s, airlines launched personal entertainment systems in economy class cabins on intercontinental flights. To understand the impact and progression of each interval, social media provides an unprecedented forum for the voluntary, unsolicited expression of customer sentiment, which can be captured and interpreted.

Early Adopters 8

Early Adopters System Airlines Training 8

You're Not the Boss of Me

MAY 11, 2009

When the objectives of an assignment are unclear or people don’t have the tools they need to get the job done. Delegating an assignment that is not well thought out or does not include the tools necessary to implement it, is pretty much guaranteeing failure. A crisis comes to mind as another example of when not to delegate.

Delegation 40

Delegation Crisis Blog McCarthy 40

Harvard Business Review

AUGUST 11, 2015

If a user agreed to the noble goal of free connectivity for their fellow citizens, they were directed to tell their Member of Parliament to support Facebook’s developing world program: Internet.org seeks to connect billions of people in the developing world to the internet.

Politics 8

Politics Real Estate Morale Business Model 8

Harvard Business Review

MAY 9, 2013

How did your strategy around it develop? The media loved it. So what I mean by double click is that it was another way for GE to talk about the importance of the Olympic games and give a bit of a perspective on them over time, but using a tool that a decade ago we never would have. An edited version of our conversation is below.

Storytelling 9

Storytelling Airlines White Paper Audience 9

Harvard Business Review

MARCH 19, 2015

Bringing new technology and tools into your organization can increase productivity, boost sales, and help you make better, faster decisions. However, 63% said the pace of technological change in their workplaces is too slow, primarily due to a “lack of urgency” and poor communication about the strategic benefits of new tools.

Technology 8

Technology CRM Training System 8