Eric Jacobson

NOVEMBER 3, 2020

Think of the restaurant industry or the airline industry. Invest in their continuing education, and their value and loyalty will only grow. Mulligan : I don’t think that any of us imagined the speed at which whole industries, and the jobs they provide, would be massively affected.

Skills 65

Skills Company Shaw Crisis 65

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

Strategy Driven

JANUARY 17, 2014

When we had the opportunity to conduct customer research for United Airlines (2008) we learned that customers expect a certain lack of control when flying, and that telling a customer he/she can ‘control’ the experience is a turn-off since it isn’t true. All airlines are the same, except for their people.

ROE 50

ROE ROI Letter Airlines 50

Strategy Driven

MARCH 4, 2013

If I take the time to complain, which I rarely do anymore, the manager will always ask, “Did you get the name of the person?” Somehow getting the name of the person is important to the manager. The manager is looking to blame someone. The manager is NEVER the one who takes it. The manager is NEVER the one who takes it.

Airlines 50

Airlines Loyalty Customer Loyalty Training 50

Strategy Driven

AUGUST 14, 2013

As soon as what was once a surprise became managed by the computer (like hotel or flight upgrades) and not left to the ingenuity of the front line, it became yet another basic assumption in the expectations of customers. “We have a strategic plan,” said Southwest Airlines founder and retired CEO, Herb Kelleher.

Innovation 58

Innovation Strategy Customer Loyalty Loyalty 58

Modern Servant Leader

OCTOBER 9, 2012

David is a retired Navy Officer whose last job was managing and supervising Custodians and Security Monitors in the Custodial Services division of the Mukilteo School District in Everett, Washington. What has been your greatest challenge in convincing others of the benefits of servant leadership? Introduction. There are many of course.

Servant Leader 189

Servant Leader Mission Statement Greenleaf Leadership 189

Strategy Driven

AUGUST 3, 2016

Lorraine is president of the consulting firm Lessons in Loyalty. As a former 15-year executive with Southwest Airlines, she takes principles and practices she helped develop to companies that strive for better employee engagement and loyalty. You just finished reading How to “Zap” Executives Out of Their Comfort Zone !

Execution 50

Execution Tactics How To Loyalty 50

Eric Jacobson

FEBRUARY 1, 2021

Think of the restaurant industry or the airline industry. Invest in their continuing education, and their value and loyalty will only grow. Mulligan : I don’t think that any of us imagined the speed at which whole industries, and the jobs they provide, would be massively affected.

Skills 50

Skills Company Shaw Crisis 50

Strategy Driven

MARCH 24, 2014

When customers are happy and feel valued, it creates a loyalty-base of customers AND employees. MIXED RAP: American Airlines, Goldman Sachs, JC Penney, DISH Network. All airlines are the same, except for their people. Customer Relationship Management customer relationship management Jeffrey Gitomer strategydriven'

Reputation 51

Reputation Airlines Loyalty Customer Loyalty 51

Strategy Driven

OCTOBER 21, 2013

The FIRST thing to cut is executive pay, then management pay, then eliminate middle management as needed. Do you understand it’s ALL about customer loyalty (not customer satisfaction)? The last things employers should cut are sales, service, and training. OR MAKE THEM SALESPEOPLE, and have them contribute to the effort.

Customer Loyalty 64

Customer Loyalty Reputation Loyalty Competitive Advantage 64

The Practical Leader

OCTOBER 24, 2011

Southwest Airlines, Wal-Mart, IBM, ING, 3M, and Proctor and Gamble are some of the adaptive cultures providing insights to the enduring success growing from their highly effective cultures. Retention : Lower recruiting, hiring, training, and lost productivity costs because of greater employee loyalty. Steps in The Culture Cycle.

Heskett 49

Heskett Kotter Books Review 49

Harvard Business Review

JANUARY 16, 2018

Using data from Twitter (where one of us works), we designed an experiment to study customer service interactions in two industries that generate a significant number of customer service complaints: airlines and wireless carriers. This extra $9 can be thought of as incremental brand value the airline has gained in the customer’s mind.

Wireless 11

Wireless Airlines Brand Loyalty 11

Strategy Driven

FEBRUARY 4, 2013

FORCED CORPORATE POLITENESS: I love it when service reps or managers candidly you’re your piece, the other person is clearly wrong, won’t admit it, but are under corporate edict to be polite, but you know they hate you, and their life when they tersely ask, “Will there be anything else?” Makes me smile and feel sad all at once.

Politics 50

Politics Customer Loyalty Airlines Creativity 50

Strategy Driven

JUNE 30, 2014

Power and Associates gives ‘customer satisfaction’ awards to airlines. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

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

APRIL 19, 2017

A case in point is the recent United Airlines public relations fiasco that resulted when security personnel forcibly removed a ticketed customer from his plane seat to make room for one of its employees. Identify and commit to a few crucial “nondelegable” decisions that must be kicked up to a senior manager.

Company 10

Company Airlines Meyer Hotels 10

Harvard Business Review

JULY 25, 2014

I decided to test his claim by interviewing current and former C-suite executives, including Bob Crandall, former CEO of American Airlines; David Norton, former CMO of Harrah’s casinos; Will Ethridge, CEO of Pearson Education; and Pat O’Keefe, former CEO of Watts Water Technologies. And when it came to expanding our presence in the U.S.

CEO 11

CEO Norton Airlines Short-term 11

Harvard Business Review

APRIL 3, 2015

I’m no road warrior, but I do clock an average of 100,000 miles a year, meaning I have some elite status on various airlines. Once I became too pregnant to fly, I decided to contact the airlines to make sure I could hold on to my miles despite the fact that most airlines have year-end deadlines for collection and rollover.

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

OCTOBER 12, 2016

Let’s look at an example that most of us directly interact with for hundreds, if not thousands, of hours annually: the airline industry. Pilots are a critical pool of talent for an airline; there must be a sufficient supply with appropriate skills to operate the airline.

Airlines 8

Airlines Disaggregation Customer Loyalty Competitive Advantage 8

Strategy Driven

OCTOBER 29, 2012

Blackberry, American Airlines, Barnes & Noble, Microsoft, and Tiger Woods to name a few. NOTE WELL: Then there are the brands that USED to be #1 and have fallen to #2 or lower. Either by inferior products, inferior service, or disgraced reputation. Here are 5.5 In order to get better tomorrow, you gotta know where you are today.

Brand 50

Brand Reputation Customer Loyalty Industry 50

Harvard Business Review

JULY 6, 2012

In other words, what are Citibank, American Airlines, Amazon, UPS, and Volvo doing to create engaging apps that bind the user to the company, build brand equity, and provide high exit barriers for customers (and equally high entry barriers for competitors)? Leaders in this space include American Airlines and American Express.

Stage-Gate 12

Stage-Gate Airlines Brand Loyalty 12

Harvard Business Review

JULY 19, 2013

If you''re not satisfied with these changes you can cancel your account by calling us," the statement said — hardly an attempt at building customer satisfaction or loyalty. Airlines are a good example. If the airlines had assumed that consumers were weak and insignificant, they were wrong. IT management'

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

FEBRUARY 8, 2012

History makes a compelling case that serving customers with integrity — delivering steadfast, predictable service quality — can translate into outsized loyalty and market share when the economy commits to a comeback. Use airline check-in kiosks for inspiration. Let's go back to that call center.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

MAY 9, 2016

By defining a brand’s particular kind of relationship, companies can create greater engagement, differentiation, and loyalty. ” In this view, a brand is not something you make, it’s something you manage. ” A brand is not something you manage over time. But in this social age, brands are the relationships.

Brand 8

Brand Airlines Health Care Trout 8

Harvard Business Review

MAY 30, 2014

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. For example, deregulation killed off icons in the airline business such as Pan Am and TWA. Or consider U.S.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

MARCH 20, 2013

This offers up a great opportunity for airlines and hotels to mine for early brand loyalty — and to eventually increase profits — but only if they understand how very different this generation of flyers is from the last. BONUS BITS: Habemus Papam.

Airlines 8

Airlines Travel Bureaucracy Hotels 8

Harvard Business Review

JULY 15, 2015

For example, if a customer tweets about an upcoming trip but hasn’t yet purchased a flight, the airline can turn to its social CRM program to find out that this person is a priority member, and say, frequently tweets about craft beers.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

NOVEMBER 9, 2015

While a strong customer experience has been shown to produce significant results —more customers, more sales, and more loyalty—many companies still struggle to identify the plan of action that will best achieve them. After all, clicking a mouse is much easier than driving across town to speak to a manager.

CRM 8

CRM Loyalty Software Brand 8

Harvard Business Review

MAY 31, 2018

publicly listed companies from 2001 to 2015, looking at patterns of investment, growth, earnings quality, and earnings management. These two businesses will lose revenues, but will gain some customer loyalty for doing the right thing. The McKinsey Global Institute examined the performance of 615 large- and mid-cap U.S.

CEO 8

CEO Short-term Long-term McKinsey 8

Harvard Business Review

OCTOBER 11, 2012

We've been selling our privacy for a while now: We sell our privacy to the grocery store, when we allow loyalty cards to track each and every thing we purchase, in exchange for discounts on green beans and more. We sell our privacy to the airlines when we download an airline app to our smartphones to receive better customer service.

Insurance 16

Insurance Discount Airlines Price 16

Harvard Business Review

JANUARY 3, 2017

Financial asset managers have been out-price-cutting one another in exchange-traded funds in a bid to gain market share. And airlines are gearing up for a price war on trans-Atlantic routes as some low-cost carriers plan service between the U.S. telecommunications carriers now compete fiercely on price as they try to win new customers.

Price 14

Price Retail Discount Tactics 14

CO2

JUNE 29, 2010

And perhaps more importantly, anyone occupying a position of authority plays a followership role at times, as first-line supervisors report to mid-level managers, mid-level managers report to vice-presidents, vice-presidents report to CEOs, CEOs report to Boards of Directors, etc.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Harvard Business Review

APRIL 7, 2014

Pundits and managers alike readily cite reasons including the stresses of business model innovation or the difficulty of making small experimental investments inside the four walls of an established organization. To get ahead of disruption, managers need to fundamentally change how they gather customer feedback.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Women on Business

JANUARY 24, 2011

For example, as a designer/writer, my skills are not well applied to bookkeeping or financial management. Exhaust resources that don’t cost first and at least come up to “Dummy&# level on each initiative that you manage. Loyalty is paid for one way or another. We can leverage each other’s expertise.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

OCTOBER 26, 2012

Since each touchpoint yields a particular piece of data, this becomes a complex data management challenge. For example, if you need to build customer loyalty, concentrate on gathering data from post-purchase touch points like customer service logs or responses to up- or cross-sell emails. Data you can request from customers.

Retail 11

Retail Loyalty Customer Loyalty ROI 11

Harvard Business Review

DECEMBER 20, 2016

I’ve found that managers who fully embrace a superconsumer strategy learn more from their consumers through increased empathy. These managers are more persuasive at getting buy-in from the leaders in their organization, make better strategic decisions, and achieve more stable, more predictable, and longer-term growth.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

NOVEMBER 23, 2011

The company encourages this sharing because it showcases customer loyalty, spreads new ideas about how to use Bean products, and provides customer insight. For traditional direct marketers, the Customer Relationship Management aspect of this may at first sound familiar, but the multi-channel digital world brings new twists to the game.

Brand 15

Brand Retail Fashion Supply Chain 15