Harvard Business Review

APRIL 3, 2015

They each show how consumer feedback delivered through social media slayed a popular brand. As a consultant in PR and social media, I thought I knew. 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. Did the airlines just not see the story?

Media 8

Media Airlines Travel Brand 8

Strategy Driven

JUNE 30, 2014

The internet has provided them with competitive savvy and social media has provides proof. Power and Associates gives ‘customer satisfaction’ awards to airlines. Low or no social media presence. Low or no social media awareness. The evolution of SOCIAL MEDIA ATTRACTION that leads to a sale.

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

Harvard Business Review

JULY 10, 2013

Less than thirty minutes earlier, I''d looked on the airline''s website to double check the departure time, since I knew that the East Coast was being pounded by late afternoon thunderstorms. Unable to retrieve any reliable information from that airline, I swiftly cancelled my flight and rebooked on another airline.

Airlines 8

Airlines Travel Transportation Training 8

QAspire

NOVEMBER 4, 2009

It is only customer service that enhances quality of experience and makes an airline preferable over other. Sticking to your policy and ignoring problems faced by the customer: Processes are tools that we use to serve our customers. Aviation is a customer service business more than anything else. Don’t let that happen. Don’t Kill It!

Travel 84

Travel Airlines Learning-by-Doing Quality 84

Harvard Business Review

APRIL 14, 2017

United Airlines is pledging to train its workers better to ensure that “ employees are prepared and empowered to put our customers first ” in the wake of a video showing a passenger being dragged from a plane. That was what management told us to do. It’s a new turn in what has been a PR disaster for the company.

Airlines 10

Airlines Company Crisis Management Video 10

Strategy Driven

JANUARY 21, 2011

Each issue is packed with thought-provoking content and insight into the business issues that affect all companies competing in today’s technology-driven marketplace with recent contributions by best-selling author and researcher Tom Davenport; social media guru Chris Brogan; and Myron Scholes, world renowned economist and Nobel Prize winner.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Women on Business

JANUARY 24, 2011

For example, as a designer/writer, my skills are not well applied to bookkeeping or financial management. Cultivate the local media. Media momentum is much like a wild fire—the power of one well-placed match can ignite dramatic pyrotechnics! Media builds like blocks: one exposure stacks atop another.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

JULY 15, 2015

People under 35 spend almost four hours per day on social media , and more of that time is being spent engaging with brands. McKinsey’s analysis shows that 30% of social media users prefer social care to phoning customer service. So how can companies increase their ROI of social media customer service?

CRM 8

CRM Company Airlines Guidelines 8

LDRLB

MAY 26, 2014

We say the big bang disruption is this better and cheaper product or service that enters, and then because it’s better and cheaper, rational consumers who can spread information now much more easily among themselves through social media and so on, they’re going to tell each other, hey, don’t buy a standalone GPS navigation device.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Harvard Business Review

FEBRUARY 3, 2014

But what do you do when your customers disagree—especially if their disagreement echoes throughout your various social media channels? That’s the situation the airline industry may soon face, thanks to the FCC’s reconsideration of in-flight mobile phone use. If you’re in the airline industry, you better be tuned in to your customers.

Airlines 10

Airlines Guidelines Education Survey 10

Harvard Business Review

AUGUST 2, 2018

For example, I manage the finances for a team that travels very often, and I’ve been grateful for the intelligent guesswork that my expenses software extracts from receipts using machine learning: the merchant’s name, the dollar amount spent, taxes, and likely expense categorization. But this misses a critical opportunity.

Learning-by-Doing 11

Learning-by-Doing Software Technology Travel 11

Harvard Business Review

NOVEMBER 7, 2013

More than a tool for differentiation, it is a tool for spurring creative thinking. Southwest Airlines consistently monitors customer feedback using Net Promoter, a tool that measures customer satisfaction by tracking whether a customer would recommend the airline to a family or friend.

Airlines 8

Airlines Banking Creativity Brand 8

Harvard Business Review

NOVEMBER 23, 2011

Publishing has become an essential tool for keeping customers close as they pursue their decision journeys on the way to purchase. As these customers search for answers, retailers can intersect with them by publishing text or video content, interactive tools, or gateways to one-to-one help. Just look around. The Social Engager.

Brand 15

Brand Retail Fashion Supply Chain 15

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

Harvard Business Review

JUNE 28, 2016

Companies can also rent their business applications (for accounting and finance, human resource management, marketing and sales, collaboration, project management, and so forth) on-demand from companies like Microsoft, Salesforce.com, Workday, Hubspot, Yammer, Dropbox, Basecamp and others. Provides access to experts or mentorship.

Entrepreneur 9

Entrepreneur Airlines Construction Short-term 9

Harvard Business Review

JUNE 7, 2012

Buyers increasingly expect to check with their peers before they'll purchase from a company — using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. Social media understands this and facilitates it. Traditional media also gets this.

Reference 15

Reference Tips Media Case Study 15

Harvard Business Review

JANUARY 8, 2015

In a transparent world dominated by social media, corporations are feeling the need to become truly responsive to the needs of their customers and employees. It is seen as a soft and frilly add-on rather than a core tool. We define empathy by three components: customer, employee and social media.

Emotional Intelligence 8

Emotional Intelligence Media Sample Banking 8

Harvard Business Review

JUNE 7, 2012

Buyers increasingly expect to check with their peers before they'll purchase from a company — using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. Social media understands this and facilitates it. Traditional media also gets this.

Reference 12

Reference Tips Media Case Study 12

Harvard Business Review

OCTOBER 18, 2017

When the builders encountered some technical difficulties while trying to erect the wheel, Richard Branson, the mercurial founder of rival airline Virgin Atlantic Airways, seized the opportunity. As a manager, does this mean you should trash-talk your employees to make them more productive? Trash-talking is pervasive in organizations.

Cooper 8

Cooper Motivation Class Creativity 8

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

JUNE 29, 2016

While 60% of drone usage currently relates to communications and media such as for film making and commercial photography, new higher-value applications are on their way, as drones have a significant advantage in terms of precision, convenience, and cost over more traditional solutions such as satellites and helicopters. Insight Center.

Competitive Advantage 10

Competitive Advantage Company Outsourcing Analysis 10

You're Not the Boss of Me

MAY 11, 2009

When the objectives of an assignment are unclear or people don’t have the tools they need to get the job done. Delegating an assignment that is not well thought out or does not include the tools necessary to implement it, is pretty much guaranteeing failure. There are no doubt countless others. What comes to mind for you? Or, when G.E.

Delegation 40

Delegation Crisis Blog McCarthy 40

Harvard Business Review

SEPTEMBER 4, 2012

And the ultimate promise of social is at risk if we focus on the tools and the outcomes. Social tools were enabling everyday people to break through traditional barriers to connect, build their audiences and careers and get more creative than ever before. It's about something much bigger, much more fundamental. It happens.

Senge 8

Senge Efficiency Airlines Follow-up 8

Harvard Business Review

JANUARY 10, 2014

But it will be important for managers to know when to use each of these types of deals. A decline in economic uncertainty in 2014 will now support bolder strategic moves by managers. The big ones between large companies, in particular, are blunt tools that are costly when they fail. How do you manage the variety of deals?

Restructuring 8

Restructuring Trends Long-term Short-term 8

Harvard Business Review

JANUARY 5, 2015

At the end of each year, I apply a framework to surface the most important emerging trends in digital media and emerging technology for the year ahead. It analyzes consumer behavior, microeconomic trends, government policies, market forces, and emerging research within the context of our continually-evolving tech and digital media ecosystem.

Trends 8

Trends Retail Learning-by-Doing Banking 8

Harvard Business Review

NOVEMBER 9, 2015

After all, clicking a mouse is much easier than driving across town to speak to a manager. When a company’s CRM or service software doesn’t track all interactions and tie them together across all channels (email, phone, social media, live chat etc.) Opinion-gathering tools improve the digital customer experience over time.

CRM 8

CRM Loyalty Software Brand 8

Harvard Business Review

MARCH 19, 2015

Bringing new technology and tools into your organization can increase productivity, boost sales, and help you make better, faster decisions. According to a study by MIT Sloan Management Review and Capgemini Consulting, the vast majority of managers believe that “achieving digital transformation is critical” to their organizations.

Technology 8

Technology CRM Training System 8

Harvard Business Review

APRIL 12, 2013

Equally important, it depends on how well they manage communication throughout their organization. He blitzed each core constituency — senior managers, store managers, customers, media, analysts, shareholders, and employees — with various communications concisely presenting the case for change or a particular decision."

Company 8

Company Video CEO Crisis 8

Strategy Driven

FEBRUARY 11, 2016

It used to be that only airlines had “loyalty” programs. For instance, airlines offering free first class upgrades or hotels upgrading size of the room for elite travelers often creates an allegiance that trumps price point. Pay-for-Play Social Media. Now, everybody from giant corporations like Pepsi Co. And, rightfully so.

Entrepreneur 50

Entrepreneur Loyalty Airlines Advertising 50