Modern Servant Leader

FEBRUARY 17, 2016

We continue the servant leadership interview series with a real treat. I was honored to have Jim Hunter sit down for an interview on Servant Leadership. Jim has over 30 years of experience teaching and consulting on servant leadership principles. Steve: It’s Leadership 291, it’s called, “Becoming an Influential Leader”.

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

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. That this is something that only we could do.

Organization 264

Organization Conference Audience Globalization 264

Coaching Tip

FEBRUARY 23, 2012

The answer is for organizations to develop the institutional frameworks to replace traditional structures and forms of governance and establish a more human operating system in which governance, culture and leadership systems are harmonized and synchronized. 4) Seek to inspire, not just motivate. 5) Invest in culture rather than governance.

How To 110

How To Airlines Media Innovation 110

Tanveer Naseer

APRIL 15, 2014

When it comes to seeking insights on the best leadership practices, the natural inclination is to look towards successful organizations like Southwest Airlines and Zappos for inspiration and guidance. After this, they typically start to offer broad examples of the next steps that will need to be taken to get this process started.

Succession 269

Succession Politics Delegation Commitment 269

HR Digest

OCTOBER 17, 2020

When it comes to internal communication, many organizations are primarily focused on direct and frequent communications from leadership urging their people to be calm about how they deal with the aftermath. Household income and savings are ultra-low in most global markets. 80% of American workers live paycheck to paycheck.

Short-term 59

Short-term Committee Incentives Long-term 59

HR Digest

OCTOBER 17, 2020

When it comes to internal communication, many organizations are primarily focused on direct and frequent communications from leadership urging their people to be calm about how they deal with the aftermath. Household income and savings are ultra-low in most global markets. 80% of American workers live paycheck to paycheck.

Short-term 52

Short-term Committee Incentives Long-term 52

Leading Blog

NOVEMBER 3, 2023

airline companies have pointed fingers at the Federal Aviation Administration (FAA) as the biggest cause of outages, even as the FAA has fired back at airlines. Even worse, functional processes — finance, human resources, sales, etc. To understand how aviation has achieved process excellence, we need to back up a bit.

Industry 269

Industry Stage-Gate Organization Company 269

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. If the CEO doesnt play this role, process improvement stays comfortably within functional boundaries. He wasnt a process manager.

Process 15

Process CEO Insurance Banking 15

Harvard Business Review

NOVEMBER 23, 2010

I recently argued that in industries such as distribution and logistics (Amazon, FedEx, UPS), process manufacturing (Exxon), insurance (Aetna), restaurants (McDonald's), and retail banking (Bank of America, Citibank, Wells Fargo), continuous process improvement is essential. He wasn't a process manager.

Process 15

Process CEO Operations Banking 15

Strategy Driven

JUNE 30, 2014

Perhaps the rudest of all sales processes, it’s “probing” to make prospects feel uncomfortable. Power and Associates gives ‘customer satisfaction’ awards to airlines. Marketing & Sales business management buy gitomer buygitomer Jeffrey Gitomer marketing and sales strategydriven' Find the pain.

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

Harvard Business Review

NOVEMBER 23, 2015

Marketing has entered its “uncanny valley” moment. Some marketing efforts give off the same vibe, like that creepy feeling when a casual online search leads to a glut of ads for the same pair of boots or getaway destination. Sales & Marketing. And that’s off-putting. It’s worth trying to get right.

Marketing 8

Marketing Content Supply Chain CRM 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). They also discuss how an online university changed their processes to address the issues their potential customers faced in the “hiring” process.

Deming 28

Deming Christensen System Innovation 28

Skip Prichard

MARCH 3, 2021

That’s why I was fascinated by Unfiltered Marketing: 5 Rules to Win Back Trust, Credibility, and Customers in a Digitally Distracted World by Stephen Denny and Paul Leinberger. “Leadership in this digitally distracted world demands a new kind of leader. Everything begins with the collapse of trust.

Brand 118

Brand Storytelling Trends Content 118

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. And, being ready, you are confident.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

OCTOBER 25, 2012

A leading mobile-phone maker falls out of step with its market — and struggles to catch up. The board of an airline hires a CEO — and then cancels his contract after just three years. But when the smartphone became the next big thing within the mobility market, the company lost its competitive edge.

Company 15

Company Airlines Offshoring PR 15

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

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. As with American Airlines, each competitive advantage with IT is temporary. Similar waves of innovative applications of technology (e.g.,

Competitive Advantage 8

Competitive Advantage Management Information Technology Airlines 8

Harvard Business Review

APRIL 2, 2014

And in business life, CEOs incentivize and promote those senior executives who can get new ideas to market more quickly than competitors. Woolworth Company – companies that were once the best in their field but failed to untangle themselves from deeply embedded routines, and fatally flawed resource allocation processes.

Competitive Advantage 8

Competitive Advantage Airlines Telecommunications Long-term 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

NOVEMBER 17, 2015

He or she must believe in and articulate a “higher ambition,” as we call it at the Center for Higher Ambition Leadership. Whole Foods Market’s purpose is to promote healthier eating. Southwest’s profits are larger than the profit of all other airline companies combined.

Company 8

Company Teamwork Commitment Airlines 8

Harvard Business Review

DECEMBER 20, 2016

I also know all too well that, like all strategies, superconsumer strategies can be hard to implement, because of internal processes, misaligned incentives, and organizational structures that are difficult to navigate. Good leadership certainly helps, but more often than not, the organization will revert to business as usual.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Strategy Driven

OCTOBER 21, 2011

Twelve cases are written as narratives with multiple teaching points, but without a focus on a particular business decision; the remaining twenty-three cases were written around specific conundrums related to strategy, operations, finance, marketing, leadership, culture, human resources, organizational design, business model, and growth.

Learning-by-Doing 62

Learning-by-Doing Price Bottom-up Finance 62

Harvard Business Review

FEBRUARY 1, 2013

As I described in my last post , your prospective customers and buyers increasingly learn about you from their peers — including your current customers — while tending more and more to ignore traditional sales and marketing communications from corporate. Think Apple, or Southwest Airlines, or for a more recent example, Zipcar.

Social Capital 9

Social Capital Review Software Marketing 9

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

NOVEMBER 5, 2013

When Avon Products CEO Sheri McCoy took the helm in April 2012, she acknowledged that resolving a bribery crisis in China would be a slow process, but she had no idea how slow — it’s proving to take longer and cost more, she told analysts, while also mounting multiple initiatives. For airlines, it is on-time performance.

How To 9

How To Airlines Open-book CEO 9

Harvard Business Review

APRIL 8, 2015

Profit maximization (short-term): A shipping company increases freight rates by 50% to benefit from a capacity shortage in the market, even though doing so will strike customers as exploitative and damage loyalty. Price leadership: A no-frills airline constantly advertises the lowest fares on any route served.

Balanced Scorecard 8

Balanced Scorecard Company Price KPI 8

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

JANUARY 19, 2018

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. the danger that the newcomer will clash for political or personality reasons with members of the leadership team). ” Wilson was exactly what the business needed.

Strategy 8

Strategy Chief Financial Officer Short-term Chief Information Officer 8

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. The effect?

COO 12

COO Learning-by-Doing Bureaucracy Strategy 12

Strategy Driven

OCTOBER 4, 2013

For many years, we will be measuring how loss of corporate credibility has tainted all facets of business, in terms of remediation, replacement, litigation, make-good, rework, damage control, recovery process, settlements to victims, decreased stock market value and sagging retail sales. Rebuilding the community image.

Crisis 57

Crisis Airlines Transportation Crisis Management 57

Harvard Business Review

FEBRUARY 27, 2017

In emerging markets, billions of people have moved out of extreme poverty. Toward a New Leadership Agenda. While the last wave of globalization centered on accessing foreign markets and creating low-cost global supply chains, the next wave could follow a very different pattern. “Strategies for Two-Sided Markets” 3.

Globalization 8

Globalization Supply Chain Human Capital Long-term 8

Strategy Driven

FEBRUARY 9, 2015

Power gives the customer satisfaction award to an airline, what could the category possibly be? Return on leadership. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Let’s get real here, when J.D.

ROI 50

ROI Customer Loyalty Airlines Loyalty 50

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. Make it safe to fail Big failures are simply unacceptable within most organizations.

Development 100

Development Argyris Learning-by-Doing Innovation 100

Harvard Business Review

MAY 19, 2015

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. Sooner or later, they want to shape its culture.

Management 8

Management Long-term System Delegation 8

Strategy Driven

OCTOBER 18, 2013

It must be included as part of a formal Strategic Planning and Visioning process. So also should diversity, branding, quality, marketing, re-engineering and other important processes. The same planning process that nurtures Crisis Preparedness can and must also accommodate for Crisis Management. by Hank Moore.

Crisis 71

Crisis Crisis Management Budgeting Risk Management 71

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 58

Ethics Cost Crisis Learning-by-Doing 58

Harvard Business Review

APRIL 12, 2013

In 2008, the coffee chain was struggling to maintain its market position and to ward off a growing set of competitive threats. In a turnaround scenario, however, leaders must do whatever they can to make that process nimbler and smoother — more dynamic and more immediate. Consider the example of Starbucks. Let everyone talk.

Company 8

Company Video CEO Crisis 8