article thumbnail

Megabus: Innovation in Bus Transportation

Ron Edmondson

I love innovation and change, so I find this company encouraging in numerous ways. Over the years, as airline competition made prices more reasonable, bus transportation seems to have become less popular. Megabus as a company is encouraging, because I see innovation working to save an industry. Don’t Fear Innovation.

article thumbnail

Great Customer Service Empowers People to Think

Ron Edmondson

Then recently I was traveling on a major airline (Okay, it was American. I realize without some scripting most employees wouldn’t have a clue what to say, but instead of making me feel better about my situation, it only incited a negative emotion. Which I tried – successfully for the most part – to control.).

Travel 32
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

CEOs Sometimes Need Outside Help

Harvard Business Review

The reality today is that businesses, governments, and nonprofits are so complex and often must move so quickly that in many cases, finding answers to difficult questions requires tapping experts, service providers, and innovators scattered all over the world. Edmondson, and Herman B. As Faaiza Rashid, Amy C.

CEO 8
article thumbnail

The Right Kind of Conflict Leads to Better Products

Harvard Business Review

Heat degrades the substrate of innovation, while light catalyzes it.” For example, the research of Amy Edmondson and Alicia Tucker in hospital emergency rooms shows that the failure to speak up can lead to medical mistakes with disastrous consequences. Similar failures among cockpit crews can lead to airline crashes.