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. Gaining and Keeping Trust. Here are some lessons that any service company should heed if it wants customers to see it as reliable and fair.

Company 10

Company Airlines Meyer Hotels 10

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

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. They saw the casino business as a great numbers experiment.

CEO 11

CEO Norton Airlines Short-term 11

Harvard Business Review

MAY 9, 2016

By defining a brand’s particular kind of relationship, companies can create greater engagement, differentiation, and loyalty. For example, in the hospitality industry most brands operate with the roles of host/guest. In the taxi and livery industry, cabs and limo services have operated with the roles of driver/passenger.

Brand 8

Brand Airlines Health Care Trout 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. One way Zappos funds its legendary service is by relying on a very lean operation.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

JUNE 7, 2013

The digital marketer who effectively runs Qantas Airlines'' highly regarded — and very successful — loyalty program has an unusual iPad problem. Flight attendants on Australia''s flagship carrier can now get up-to-the-minute data on the airline''s most elite and valued frequent flyers displayed on their onboard tablets.

Marketing 8

Marketing Airlines Workshop Loyalty 8

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

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. Or consider U.S.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

APRIL 7, 2014

In car rentals, firms like Hertz and Enterprise are making bets on car-sharing operations. Even dominant businesses like Amazon and Facebook spend enormous sums of money to snatch up and independently operate disruptive businesses like Quidsi and Whatsapp. For a real-world example, just consider the airline industry.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Harvard Business Review

JULY 27, 2011

Credit cards are convenient, document purchases, include various types of insurances, allow up to 60 interest-free days of float, and provide miles on my favorite airline, JetBlue. In addition, the cost of encouraging cash payments may be low in a smaller operation if the owner (or one trusted employee) is in charge of handling cash.

Price 11

Price Discount Cost-Benefit Analysis Retail 11

Harvard Business Review

OCTOBER 26, 2012

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. Traveling cookie" data build a digital footprint of a consumers based on their logins at popular sites (for example, on airline sites or Facebook).

Retail 11

Retail Loyalty Customer Loyalty ROI 11

Harvard Business Review

DECEMBER 10, 2012

But smart business owners and their service reps realize the landscape in which customers operate has shifted — and that profoundly redefines what good (and bad) customer service means. Marshall doesn't need this article. He needs a new line of work, far away from customers. More transparent. More twitchy. Unforgiving.

FAQ 15

FAQ Construction Technology Airlines 15

Harvard Business Review

DECEMBER 4, 2017

And that’s not just social media accounts; it’s bank accounts, retailer gift card accounts with cash and credit cards attached, airline loyalty accounts with years of accumulated frequent flyer points, and other accounts with real value.

ROI 9

ROI Long-term Banking System 9

CO2

JUNE 29, 2010

The 9/11 terrorist attacks; the Mumbai, Bali, and London Tube bombings; the attempted bombing of a Delta airlines flight in December 2009; and suicide bomber attacks in Iraq and Afghanistan are examples of the personal magnetism of Oussama Bin-Laden and the Al-Qaeda cause.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Women on Business

JANUARY 24, 2011

But many businesswomen are so overwhelmed with running day-to-day operations, there is little or no time to do a good job at casting the net of promotional effort out—whether through community activities, donations, networking events, promotional campaigns, public relations initiatives, or advertising—it is NEVER enough!

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

JUNE 24, 2013

We asked Square''s CFO and Operations Lead, Sarah Friar , for perspectives on this technology, what it means for marketers, and how to manage in the world of mobile innovation. So those are some ways to drive a meaningful sense of loyalty, but I think we are only scratching the surface of that. There is a deep loyalty in the culture.

CFO 8

CFO Loyalty Technology Definition 8

Harvard Business Review

MARCH 27, 2012

In my experience, the CEOs who create great teams recognize the power of collaboration and ensure that the supporting operating model and processes reinforce it. That's why Greg Wasson, the CEO of Walgreens hired an experienced executive from the airline industry to sit at his table in a customer experience and loyalty role.

Benchmarking 10

Benchmarking Dunning CEO Airlines 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. Adapted from.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

MARCH 14, 2017

Loyalty programs have proliferated across travel, retail, financial services, and other economic sectors. household participates in 29 different loyalty programs, according to the 2015 Colloquy Loyalty Census. Loyalty programs are ripe for some kind of disruptive innovation that would make them easier to use.

Loyalty 12

Loyalty Customer Loyalty Travel Hotels 12

Harvard Business Review

MAY 15, 2012

BMW falls into this camp, maybe Ritz-Carlton and Emirates Airlines. a world of non-stop competition and endless choices, how many products and brands do you know that have achieved the status that Kevin Roberts, of Saatchi & Saatchi, calls a lovemark — in his words, a product, service or entity that inspires "loyalty beyond reason.".

Company 10

Company Brand Banking Long-term 10

Harvard Business Review

OCTOBER 30, 2014

But the real power of the partnership comes from their ability to bring the best of each of their departments—as well as pricing, operations, and other groups—to bear in exploiting those micromarket opportunities. A cargo airline provides another example. Caesars has taken that point of view to heart.

Marketing 11

Marketing Guidelines B2C Analysis 11

Strategy Driven

FEBRUARY 9, 2015

Power gives the customer satisfaction award to an airline, what could the category possibly be? The receptionist or telephone operator. Accounting can play a major role in customer loyalty. Relate Articles: All airlines are the same, except for their people. Let’s get real here, when J.D. Least crappy? About the Author.

ROI 50

ROI Customer Loyalty Airlines Loyalty 50

Skip Prichard

OCTOBER 21, 2019

Oleg is a thought leader, author, business educator and consultant with over 25 years of experience operating businesses and consulting Fortune 500. They will pay threefold back with respect, support, and loyalty. Such leaders fail to stimulate loyalty, or effort, or even simple sympathy. Leadership is not a dictatorship.

Leadership 87

Leadership Diversity Learning-by-Doing Licensing 87

Harvard Business Review

AUGUST 11, 2015

Many of the companies inserting politics into their user experience operate popular social platforms themselves. Uber, Airbnb, Lyft, 23andMe, and other companies working around or, in some cases, outright ignoring existing regulations have found customer loyalty to be an asset in their conversations with lawmakers and regulators.

Politics 8

Politics Real Estate Morale Business Model 8

Harvard Business Review

SEPTEMBER 27, 2016

Or, as an airline CEO reflected in a recent conversation with us, “In any company I’ve been in, there haven’t been very many people who are capable of standing back and making the complicated things very simple. .” One would hope the CEO attained his or her position by being one of the best operators in the business.

CEO 8

CEO Class Chief Executive Officer Strategy 8

Skip Prichard

OCTOBER 14, 2019

Although none are perfect, they operate in a way that generates engagement and fulfillment for their employees, delight and loyalty for their customers, positive contributions to their communities and to the environment, and excellent returns for their owners and investors. He has never sold a single business.

How To 82

How To Simon Learning-by-Doing Organization 82

Harvard Business Review

MARCH 22, 2012

Strange to say, the story was about an airline, and it wasn't a travel nightmare. Instead, it involved the recently bankrupt American Airlines doing something extraordinary — by putting kindness to work. Most airline personnel would have stopped there and offered to book the next available flight — for a fee.

Strategy 18

Strategy Airlines Hotels Heskett 18

Harvard Business Review

AUGUST 16, 2016

.” And yet the lean startup methodology, born in Silicon Valley as a way for startups to tune in to customer needs with limited resources, has been gaining major momentum inside big companies like General Electric, Alaska Airlines, Telefonica, 3M, and W.L. ’ Sometimes you need to be reminded of that.”

Company 8

Company Airlines Ries Survey 8

Harvard Business Review

JUNE 12, 2018

This can help increase short-term sales as well as build long-term brand loyalty. One novel use of this location-based data is KLM Royal Dutch Airlines’ surprise campaign , where the company identified passengers who checked into its flights on Foursquare and tweeted about waiting to board.

Short-term 8

Short-term Brand Long-term Media 8

Harvard Business Review

SEPTEMBER 6, 2012

It's a model that works when you're competing to provide a safer car, a faster computer, or a cheaper airline ticket, but it's of little use when the goal is a better user experience. This does more than just encourage brand loyalty. It creates love. There is no equivalent Samsung experience.

Innovation 15

Innovation Supply Chain Short-term Long-term 15

Harvard Business Review

JUNE 26, 2017

Ask people how to develop a good corporate culture, and most of them will immediately suggest offering generous employee benefits, like they do at Starbucks, or letting people dress casually, as Southwest Airlines does. When you think and operate in unique ways internally, you can produce the unique identity and image you desire externally.

Brand 8

Brand Company Operations Merchandising 8

Strategy Driven

FEBRUARY 11, 2016

Operating with transparency used to be a luxury versus a necessity but, now, it’s quite mandatory. It used to be that only airlines had “loyalty” programs. to mom and pop corner coffee shops have some sort of loyalty program. Transparency. Now, everybody from giant corporations like Pepsi Co. And, rightfully so.

Entrepreneur 50

Entrepreneur Loyalty Airlines Advertising 50

Harvard Business Review

JUNE 7, 2016

Under the guise of acting like owners, many leaders operate as bureaucrats or, far worse, in some cases as personal-wealth maximizers. Companies with a strong founder’s mentality focus relentlessly on freeing up cash from their operations, but not so that they can hoard it or return it to creditors or shareholders.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8

Strategy Driven

MARCH 11, 2011

In my opinion, deregulation, as a whole, has worked negatively upon business and society (banking, airlines, trucking, and broadcasting), and the SEC is no exception. It demanded blind loyalty, hired ISTJ personality types for support and rewarded dogmatic sales types for trading deals. Congressional Hearings.

Strategic Planning 57

Strategic Planning Committee Golden Handcuff Media 57