Lead Change Blog

APRIL 1, 2016

This month we are featuring Leading Voice Chip Bell , author, renowned keynote speaker on innovative customer service, and consultant/speaker to such organizations as Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton, Caterpillar, Verizon, USAA, Harley-Davidson, and Victoria’s Secret. trustworthiness.

Levitt 150

Levitt Godin Customer Loyalty Airlines 150

Tanveer Naseer

SEPTEMBER 17, 2013

Through both of these exercises, I demonstrated how the growing distractions and communication channels leaders now have to manage in their day-to-day affairs can so easily cause us to drift from the leadership path and direction we originally set out to take.

Organization 274

Organization Conference Audience Globalization 274

Coaching Tip

FEBRUARY 23, 2012

3) Don’t let “freedom from” obstruct “freedom to.” Social media can help liberate employees from traditional hierarchies and structures that stifle collaboration and innovation but only if new frameworks replace what previously existed. Sticking with Southwest Airlines, why do their flight attendants entertain their passengers?

How To 110

How To Airlines Media Innovation 110

Lead Change Blog

DECEMBER 17, 2015

When it came time to drive cows to market, the hot tattoo was a convenient way to identify a particular cow. The CEO of eBay said in an interview, “Most good innovation comes from customers. Brand lovers contribute ideas that help the brand innovate and grow. And, it is the dream of every brand manager.

Brand 150

Brand Airlines Wilde Tools 150

In the CEO Afterlife

SEPTEMBER 8, 2015

One of the best sources of understanding is experience, such as in-market know-how, familiarity with competitors and customers, or expertise in leading during turbulent times. Moving on your instincts is not seat-of-the-pants leadership. None of us want to see pipelines, oil rigs, or airlines compromising safety for speed.

Power 100

Power Competitive Advantage Airlines Information 100

LDRLB

MAY 26, 2014

The most recent being Big Bang Disruption: Strategy in the Age of Devastating Innovation. Paul Nunes and I have known each other for many years, and we’ve both been writing about the subject of disruptive innovation from different vantage points and different angles. DAVID: Yeah. You call it this big bang disruption.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Strategy Driven

JANUARY 17, 2014

However, innovations in the neurosciences to developments in social media have revealed that profitability should no longer be relegated to sales figures and profit margins alone. Control, one of the six core emotional needs I discuss in Empathetic Marketing , fuels our motivations in every aspect of our lives.

ROE 50

ROE ROI Letter Airlines 50

Kevin Eikenberry

JANUARY 22, 2011

I can’t remember the contents of the article, but I remember the headline of “Obliterate, don’t innovate&#. Kevin :) Susan Young: Funny - I just added this to m Poul Andreassen: I should add this book in my s Poul Andreassen: Helpful lessons on leadership Kevin Eikenberry: You are welcome Valerie!Kevi

Creativity 183

Creativity Workshop Blog Video 183

Lead on Purpose

MAY 26, 2009

I then called Delta Airlines to cancel our flights. They illustrate the significance of showing leadership in improving customer service. Two days later, all the points were back on my account. Seven nights at the Marriott; no third-rate Hilton and definitely no painful presentation. And I’ve seen many other bloggers do the same.

Examples 113

Examples Hotels Productivity Products 113

Strategy Driven

JANUARY 21, 2011

SAS – Providing organizations with THE POWER TO KNOW ® SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Consider these 11 ideas from the Radical Times Webcast series by SAS Marketing Director Jonathan Hornby: 1. Get strategic.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Strategy Driven

OCTOBER 29, 2012

What are you doing to innovate it? They don’t have to talk about their competition – Apple is the innovator. OUCH QUESTION: Is your brand, product, or service market superior, and you haven’t elevated yourself to that position? Blackberry, American Airlines, Barnes & Noble, Microsoft, and Tiger Woods to name a few.

Brand 50

Brand Reputation Customer Loyalty Industry 50

Harvard Business Review

JUNE 13, 2014

Consider Southwest Airlines, which shook up the airline industry with its low-cost, high-customer service approach to air travel. Historically, corporate Goliaths have taken one of two approaches to this kind of upstart competition—try to muscle them out of the market or bring them into the fold through acquisition.

Health Care 8

Health Care Innovation Airlines Retail 8

Deming Institute

JANUARY 19, 2017

Some surface unpredictably (dress for an out-of-town business meeting after the airline lost my suitcase); some regularly (pack a healthful lunch for my daughter to take to school). Often innovative solutions can be found if you expand the scope of what you see as the system. Dr. Deming talked about these same ideas.

Deming 28

Deming Christensen System Innovation 28

Harvard Business Review

APRIL 13, 2015

After a morning innovation workshop at the bucolic R&D campus of a top-tier but tradition-rich technology giant, the lunchtime conversation with the Lab’s leadership turned strategic. A charismatic CEO, imported from outside the industry, was making bold, expensive investments in new markets. What should they do?

CFO 8

CFO Innovation CEO Airlines 8

Harvard Business Review

JANUARY 13, 2014

In 1960, marketing legend Ted Levitt provided perhaps his seminal contribution to the Harvard Business Review : “ Marketing Myopia.” As Clayton Christensen likes to note , the primary job of leadership today is to “source, assemble, and ship numbers.” Innovation Leadership Strategy' And short-term numbers at that.

Levitt 12

Levitt Christensen Competitive Advantage Welch 12

Women on Business

JANUARY 24, 2011

When testing ideas are part of the creative process for product, service, or business development, this triangle must be a business priority: To test product, watch prospects interact with it—whether they use a tool, read a book, choose a necklace, or scan an airline ticket. Design stems from USE. Their advice can be invaluable.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

DECEMBER 19, 2013

Alan Mulally creates a “working–together” spirit at Ford Motor Company that focuses and re-energizes the automaker, reversing a decades-long slide in market share. Herb Kelleher fosters a culture of employee empowerment and cost containment at Southwest, enabling the airline to become one of the world’s most admired and profitable carriers.

Airlines 9

Airlines Automotive Competitive Advantage Cost 9

Harvard Business Review

AUGUST 21, 2013

It told how American Airlines and others had introduced systems to help their customers choose their products and services. These "channel" systems helped steer business to American Airlines. Similar waves of innovative applications of technology (e.g., As with American Airlines, each competitive advantage with IT is temporary.

Competitive Advantage 8

Competitive Advantage Management Information Technology Airlines 8

HR Digest

SEPTEMBER 1, 2020

Recent weeks have seen a spate of layoffs being announced by the retail, beverages and the airlines industries totaling nearly 200,000 in number. MGM Resorts International, United Airlines and Coca-Cola are the latest to announce that the furloughed employees have been let go. million, says a MarketWatch report.

Industry 75

Industry Airlines Retail Banking 75

Harvard Business Review

DECEMBER 20, 2016

Good leadership certainly helps, but more often than not, the organization will revert to business as usual. The key is to look beyond just the obvious places like marketing. ” 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

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

MARCH 7, 2011

Apple, Google, Berkshire Hathaway, Southwest Airlines, Procter & Gamble. The organizations I admire don't just lead their industries in terms of innovation or financial performance or market share. Who are the Top Five organization's on Fortune's list for 2011? Anybody shocked? Who were the Top Five in 2010 ?

Company 15

Company Collins Airlines Long-term 15

Harvard Business Review

MARCH 12, 2013

Despite best efforts, the proposed American Airlines-US Airways merger will hit points of turbulence. Young scientists will invent energy-saving or health-promoting products, incubate new ventures while still in college, and sell them to markets eager for ways to control energy or health care costs. The next two Popes won't be a woman.

Health Care 15

Health Care Merchandising Incubator Airlines 15

Harvard Business Review

SEPTEMBER 27, 2011

There are some notable examples of CEOs with courage: In the days following September 11, 2001, Southwest Airlines did not follow its many competitors and lay off tens of thousands of people, thereby keeping intact its record of never having a layoff, or furlough, and building its market share. As former Procter & Gamble CEO A.

CEO 14

CEO Benchmarking Long-term Banking 14

Harvard Business Review

APRIL 8, 2015

Their innovation efforts tend to be focused wholly on the creation of new value; meanwhile, the question of how exactly they will be compensated for it usually goes unexamined. Growth: A TV cable company offers special subscription plans for new customers, aiming to achieve a strong market position within 24 months. Why is it that?

Balanced Scorecard 8

Balanced Scorecard Company Price KPI 8

Harvard Business Review

JUNE 27, 2012

My colleagues and I at Bain & Company have been tracking this for forty years, and we have never seen companies losing their leadership positions as quickly as they are today. A similar pattern hold for airlines. Markets change; technology evolves. And for telecom. And for many others. Root it out wherever you find it.

Creativity 14

Creativity Long-term Kotter Cost of Capital 14

Harvard Business Review

JULY 22, 2016

Network businesses have always been around, from matchmakers to real estate brokers, but it’s the move to digital platforms that has led to market-shaking effects. Airline JetBlue has turned its Twitter account into a highly responsive, 24/7 customer service line. British retailer ASOS also maintains a popular Instagram account.

Real Estate 8

Real Estate Business Model Incubator Short-term 8

Harvard Business Review

NOVEMBER 5, 2013

Forget bureaucrats, fancy lobbies, and marketing expense! For airlines, it is on-time performance. This was a vital step in healing old wounds and going on to stellar performance at the top of the Korean stock market. Change management Leadership' Find a meaningful unifying purpose. What is a common definition of success?

How To 9

How To Airlines Open-book CEO 9

Harvard Business Review

NOVEMBER 23, 2010

For example, marketing optimizes its activities for its own benefit and the sales and customer service functions do likewise. The end-to-end process of customer acquisition and retention — getting rid of duplicate activities and information across marketing, sales and customer service — isnt touched. We all have.

Process 15

Process CEO Insurance Banking 15

Harvard Business Review

NOVEMBER 23, 2010

For example, marketing optimizes its activities for its own benefit and the sales and customer service functions do likewise. The end-to-end process of customer acquisition and retention — getting rid of duplicate activities and information across marketing, sales and customer service — isn't touched. We all have.

Process 15

Process CEO Operations Banking 15

Harvard Business Review

APRIL 18, 2011

Over the past five years, we have followed the rise of customer experience efforts from small outposts to central players in executing company strategies, especially as firms have faced growing challenges in maintaining meaningful differentiation based on product innovation alone. Senior leaders are in a new position. Consider one example.

B2C 15

B2C B2B Forrester Budgeting 15

Harvard Business Review

FEBRUARY 27, 2017

In emerging markets, billions of people have moved out of extreme poverty. Meanwhile, business was free to focus on generating growth, productivity, innovation, and, ultimately, societal wealth. Toward a New Leadership Agenda. The promise of global progress has become a reality for many — but not for all.

Globalization 8

Globalization Supply Chain Human Capital Long-term 8

Harvard Business Review

MARCH 12, 2013

Despite best efforts, the proposed American Airlines-US Airways merger will hit points of turbulence. Young scientists will invent energy-saving or health-promoting products, incubate new ventures while still in college, and sell them to markets eager for ways to control energy or health care costs. The next two Popes won't be a woman.

Health Care 8

Health Care Merchandising Incubator Airlines 8

Tanveer Naseer

MAY 31, 2016

Fortunately, companies can build the capacity for strategic leadership. Systems and Structures The first three principles of strategic leadership involve nontraditional but highly effective approaches to decision making, transparency, and innovation. Instead, create a variety of channels for innovative thinking.

Development 100

Development Argyris Learning-by-Doing Innovation 100

Harvard Business Review

DECEMBER 13, 2011

Escaping that rut and rethinking who gets a seat at the table just might be the most urgent leadership imperative of our day. Jim Whitehurst got a short course in doing just that when he arrived as CEO of the rough-and tumble Red Hat from his post as COO of the rather more buttoned-up Delta Airlines four years ago.

COO 12

COO Learning-by-Doing Bureaucracy Strategy 12

Harvard Business Review

MAY 19, 2015

Innovation, customer delight, and profits would all follow from it. Whereas recent views of leadership tend to emphasize the instrumental meaning of performance, the extent to which a leader meets contracted goals, there is also a cultural meaning of performance. They wanted to hear about Semco, Southwest Airlines, Gore Tex, HCL.

Management 8

Management Long-term System Delegation 8

Strategy Driven

FEBRUARY 4, 2011

Yet, most CEOs were never trained on how to be CEOs, with all the responsibility, people skills, leadership and ethical management that must go along with the job. billion as the stock market plummeted, amid a crisis of investor confidence. The stock market is down 25%. Public pension funds nationwide lost at least $6.4

Ethics 59

Ethics Cost Crisis Learning-by-Doing 59