Chart Your Course

OCTOBER 27, 2014

” Aspect’s Zipwire cloud-contact system is a cost-effective way for a company of any size to manage both outbound and inbound campaigns to keep customers engaged and informed. Live chat tools detect when someone is on your website and a pop up a window appears, which allows for a dialogue between the consumer and the company.

Quality 182

Quality Succession White Paper Customer Loyalty 182

Mills Scofield

MAY 5, 2015

They are leading global airline, chemical, healthcare, pharmaceutical, and financial companies, among others. As a college student in this technological era, I’ve felt the constant burden of having to pursue a “practical” degree. Let's hear it from her. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~. My uncle pushes engineering.

CEO 70

CEO Microfinance Class Pharmaceuticals 70

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

Harvard Business Review

MAY 28, 2015

Technologies like 3-D printing, robotics, advanced motion controls, and new methods for continuous manufacturing hold great potential for improving how companies design and build products to better serve customers. Why are older incumbent firms slow to adopt new technologies even when the economic or strategic benefits are clear?

Technology 8

Technology Depreciation Christensen Short-term 8

Harvard Business Review

OCTOBER 18, 2016

How does your organization manage the money it spends on digital? In essence, digital investments should be planned and managed according to their current and future contribution to business performance. Note that whether the technology used is “leading edge” is secondary.

Tools 8

Tools Competitive Advantage Operations Technology 8

LDRLB

MAY 26, 2014

I think our principal observation was that what was happening was that disruptive innovations driven by largely information technology but lots of other technologies on the fringe here that are getting ready to exhibit the same kind of characteristics were entering the market in kind of this better and cheaper way. It was never right.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Mills Scofield

APRIL 15, 2014

If I’m going to fly, I have to trust the airline to have sane, sober, skilled, alert pilots. Trust is a tool to assess and manage (reduce and/or increase) risk, depending on the situation. Energy Management raises the issue of perfection. CS : Yes, I didn’t need to trust them personally, just professionally.

Efficiency 132

Efficiency Energy Senge Resources 132

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

Harvard Business Review

OCTOBER 19, 2017

Airlines are arguably more operationally complex, asset-intensive, and regulated than hospitals, yet the best performers are doing a better job by far than most hospitals at keeping costs low and make a decent profit while delivering what their customers expect. katyau/Getty Images. These examples are relevant to health care for two reasons.

Airlines 8

Airlines Health Care Transportation Operations 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). If you are in the business of making carburetors you are at risk of technological innovation putting you out of business.

Deming 28

Deming Christensen System Innovation 28

Harvard Business Review

FEBRUARY 6, 2018

Managed by the FBI’s Terrorist Screening Center, the list bans people on it from boarding commercial aircraft within, into, or out of the United States. Doing this effectively requires having powerful tools to identify the malicious traffic hidden in vast quantities of legitimate traffic. Luerat Satichob/Getty Images.

Company 8

Company Airlines Automotive Tools 8

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 9

Learning-by-Doing Software Technology Travel 9

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 9

Airlines Company Crisis Management Video 9

Strategy Driven

NOVEMBER 7, 2011

In providing research and developing training programs for various large corporations about managing change, we find that the biggest stumbling block for employees from top-down is lack of buy-in. Top executives have the vision, but often fail to get buy-in from managers who have to carry out the change initiative.

Strategy 76

Strategy Kotter RASCI Motivation 76

Harvard Business Review

APRIL 26, 2011

These customer experience management initiatives can be complex. That's exactly what Portuguese airport operator ANA Aeroportos de Portugal did in its quest to attract more major airlines and connecting routes. Their findings quickly confirmed that ANA's focus on its customers' customers would benefit the airlines, as well.

B2B 15

B2B Airlines Travel Stage-Gate 15

Harvard Business Review

JULY 9, 2018

But it’s particularly difficult for large, traditional firms , especially those which operate in consolidated, non-growth industries (think pulp and paper, steel, airlines) and which are often located away from the metropolitan areas where data scientists live. And they can create a lot of value by generating new business.

Bottom-up 8

Bottom-up Operations Training Efficiency 8

Harvard Business Review

MAY 19, 2015

His letter announced a compensation restructuring, which accompanied a dismantling of hierarchy and the introduction of self-managed, self-organizing teams throughout the company. Two years in, Stayer fired three top managers because they kept deferring to him. ” Stayer soon became the darling of management gurus.

Management 8

Management Long-term System Delegation 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.

Entrepreneur 8

Entrepreneur Airlines Construction Short-term 8

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

MARCH 30, 2018

After a blizzard of hype surrounding the electronic health record (EHR), health professionals are now in full backlash mode against this complex new tool. They can and must be made into useful, easy-to-use tools that liberate, rather than oppress, clinicians. How technology is changing the design and delivery of care.

Health Care 8

Health Care Compliance Document System 8

Harvard Business Review

JUNE 29, 2016

In the oil industry, for example, what used to be weeks of inspection work now takes just days, thanks to drone-based thermal imaging and gas “sniffer” technology to inspect oil rigs and pipelines. Airlines Easyjet and Lufthansa have adopted drones as a tool for aircraft inspections. Insight Center.

Competitive Advantage 9

Competitive Advantage Company Outsourcing Analysis 9

Harvard Business Review

JULY 22, 2016

Organizations that manage digital networks (we call them network orchestrators) are different from traditional product and service providers. Use existing tools. ” Companies that go this route use preexisting digital platform tools to engage their networks. Here are three ways it can be done.

Real Estate 8

Real Estate Business Model Incubator Short-term 8

Frank Sonnenberg Online

JUNE 21, 2021

The truth is that many change-management efforts fail simply because the vital human component is underappreciated, when in fact it is at the heart of change. The enemy is poor management of change.” The enemy is poor management of change. As Dr. Rodger Dean Duncan says, “Change is not the enemy. Change is not the enemy.

Hotels 125

Hotels Stress Resistance Restructuring 125

Harvard Business Review

OCTOBER 30, 2014

The CMO and head of sales should take the lead in pulling their departments together to jointly identify the best growth opportunities and translate the resulting insights into tools and plans the marketing and sales teams can use. One important way to focus the effort is by managing the sales pipeline together. “It

Marketing 9

Marketing Guidelines B2C Analysis 9

Harvard Business Review

APRIL 7, 2014

In the software industry, giants like Microsoft, SAP, Oracle, and IBM have all invested heavily in the cloud technologies that are disrupting software. To get ahead of disruption, managers need to fundamentally change how they gather customer feedback. For a real-world example, just consider the airline industry.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Harvard Business Review

NOVEMBER 23, 2015

Until recently, however, the tools and capabilities to execute this operation—delivering truly relevant personalized offers and content to millions of customers and prospects, across channels, content formats and touchpoints–have not existed. agency and technology partners) to manage the process. Magazine Article.

Marketing 8

Marketing Content Supply Chain CRM 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. &# To know what you need, determine your strengths and strategize to supplement your weaknesses.

Press Release 100

Press Release Discount Sharpe Advertising 100

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 24, 2013

This area of innovation is where mobile payment companies want to play, especially in markets where such technology is less than ubiquitous. For the uninitiated, Square offers two technologies — a card reader for merchants to use, which is called Register, and the other a mobile interface for customers to pay, which is called Wallet.

CFO 8

CFO Loyalty Technology Definition 8

Harvard Business Review

APRIL 8, 2015

One typical reason is that top executives haven’t managed to clarify something even more fundamental: how much priority they place on increasing profit margins. Price leadership: A no-frills airline constantly advertises the lowest fares on any route served. Why is it that? That might sound strange.

Balanced Scorecard 8

Balanced Scorecard Company Price KPI 8

Harvard Business Review

FEBRUARY 27, 2017

This narrative has rested on three propositions: that globalization is a major driver of growth and prosperity; that technological progress enriches our lives; and that shareholder returns reflect businesses’ contributions to societal progress. The same goes for technology.

Globalization 8

Globalization Supply Chain Human Capital Long-term 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. This means they want to talk to your customers. Social media understands this and facilitates it.

Reference 15

Reference Tips Media Case Study 15

Harvard Business Review

APRIL 12, 2013

In almost every sector, there are once-dominant enterprises that find themselves on the wrong side of a shift in customer demand or the emergence of a disruptive technology. Equally important, it depends on how well they manage communication throughout their organization. You know their names: Hewlett-Packard. RadioShack.

Company 8

Company Video CEO Crisis 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. This means they want to talk to your customers. Social media understands this and facilitates it.

Reference 12

Reference Tips Media Case Study 12

Harvard Business Review

NOVEMBER 9, 2015

After all, clicking a mouse is much easier than driving across town to speak to a manager. Opinion-gathering tools improve the digital customer experience over time. It manages a customer’s loyalty points and lets customers place orders ahead of time, so they can skip the in-store lines.

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. ” Here are some ideas for encouraging the adoption of a new technology. Choose technology wisely. But getting every employee on board is often a challenge.

Technology 8

Technology CRM Training System 8

Harvard Business Review

APRIL 20, 2016

In a world underpinned by ever more powerful, affordable, and public technology platforms, software is still king. By understanding what Disney did well that others did not, the team envisioned using technology to create personalized visits with less friction: no turnstiles, shorter waits, and less zigzagging through the park.

Software 8

Software Company Airlines Business Model 8