Harvard Business Review

APRIL 26, 2011

Companies like Salesforce.com, Philips, and Oracle have appointed chief customer officers, while many other B2B players have embarked on enterprise-wide efforts to improve their marketing, sales, and support interactions. The team kicked off by conducting in-airport interviews with travelers.

B2B 15

B2B Airlines Travel Stage-Gate 15

Harvard Business Review

OCTOBER 21, 2015

Walmart recently lost $20 billion in market cap in one day, in part because its leadership admitted it needs to invest more into its e-commerce operations. When you think about it, internet retail today is similar to the airline market before frequent flyer programs were introduced.

Airlines 8

Airlines Retail Loyalty Price 8

Harvard Business Review

APRIL 19, 2017

I’ve learned that truth from 40 years of conducting research in the fields of services marketing, service quality, and health services. Good marketing is not just about making promises; it’s also about keeping them. Honor customers’ “perceived contract,” not the company’s legal contract.

Company 12

Company Airlines Meyer Hotels 12

CO2

AUGUST 2, 2011

An interview with Nicholas Kralev, author of Decoding Air Travel: A Guide to Saving on Airfare and Flying in Luxury. About the Author: Nicholas Kralev is a writer, educator, and speaker on global travel, diplomacy, and international affairs. Describe what it means to Decode Air Travel? Decoding Air Travel seems so mysterious.

Travel 98

Travel Books Airlines Budgeting 98

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

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. In other words, your market's unlikely to pay you extra to cover your investment in customer caretaking.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

JUNE 12, 2018

Traditionally, antitrust regulation has looked for whether a merger increased or decreased competition in a particular market. In the case of Baker Hughes and Halliburton’s planned merger a few years ago, the Justice Department detailed how it thought the amount of competition would rise or fall (mostly fall) in 30 market segments.

Company 8

Company Supply Chain Cooper Airlines 8

Harvard Business Review

MAY 9, 2016

We can still see the “brand as object” model in the American Marketing Association’s definition : “Name, term, design, symbol, or any other feature that identifies one seller’s good or service as distinct from those of other sellers.” A brand started out as an identifying mark.

Brand 8

Brand Airlines Health Care Trout 8

Harvard Business Review

APRIL 12, 2016

There are many different makes and models on the market. On the other hand, were it not already invented, plane travel would be classed as a new form of transport, compared to driving along the highway. We see positioning in the airline industry. What if, for example, customers didn’t need to travel to the store?

Business Model 8

Business Model Airlines Retail Travel 8

Harvard Business Review

MAY 13, 2014

Under CEO Jack Welch in the 1980s and 1990s, they adopted operational efficiency approaches (“ Workout ,” “Six Sigma,” and “Lean”) that reinforced their success and that many companies emulated. Chief Marketing Officer Beth Comstock told me they looked to see how they could take this battery technology to new markets.

Six Sigma 9

Six Sigma Incubator Payback Period Ries 9

Harvard Business Review

MAY 2, 2011

Rather, they focus on markets (anonymous agglomerations of customers) rather than on any real, living, breathing individual customer. Most recognize that there are no truly mass markets any more. But we must go beyond looking at market segments and niches to embracing the truism that every customer is his own market.

Mass Marketing 11

Mass Marketing Market Segmentation Travel Marketing 11

Harvard Business Review

NOVEMBER 23, 2010

For example, marketing optimizes its activities for its own benefit and the sales and customer service functions do likewise. The end-to-end process of customer acquisition and retention — getting rid of duplicate activities and information across marketing, sales and customer service — isn't touched.

Process 15

Process CEO Operations Banking 15

Harvard Business Review

SEPTEMBER 16, 2016

Data contributes not only to brand equity, but to what constitutes product and service delivery in globally connected and hyper-competitive markets. To analyze EvD, determining the relative importance of data to an enterprise’s balance sheet, its ability to effectively compete, and its operational capabilities is a good place to start.

Intangible Assets 8

Intangible Assets Intellectual Capital Corporate Accountability Activity Based Costing 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 9

Disruptive Innovation Airlines Tactics Tools 9

Harvard Business Review

JANUARY 13, 2014

T-Mobile is basking in the limelight courtesy of masterful marketing and an aggressive promotion launched last week. Since early last year, T-Mobile has spearheaded what I call a value war — as opposed to a price war — in the wireless market. Consider the airline industry. wireless operators) customers will consider switching.

Price 8

Price Wireless Finance Airlines 8

Harvard Business Review

NOVEMBER 23, 2010

For example, marketing optimizes its activities for its own benefit and the sales and customer service functions do likewise. The end-to-end process of customer acquisition and retention — getting rid of duplicate activities and information across marketing, sales and customer service — isnt touched.

Process 15

Process CEO Insurance Banking 15

Harvard Business Review

OCTOBER 26, 2012

Research shows that personalization can deliver five to eight times the ROI on marketing spend and lift sales 10% or more. Focus on data that will help you achieve specific marketing goals. 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 12

Retail Loyalty Customer Loyalty ROI 12

Harvard Business Review

MARCH 8, 2012

Air travel used to be inevitably expensive and cumbersome — until Southwest Airlines. From elementary and secondary education to defense and security, from transportation to health care, government is either a dominant or the dominant buyer in many markets. Remember flying in the old days? What exactly do we mean by this?

Disruptive Innovation 13

Disruptive Innovation Health Care Innovation Business Model 13

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

DECEMBER 20, 2016

The key is to look beyond just the obvious places like marketing. The airline industry has experienced great volatility from deregulation, takeovers through mergers and acquisitions, and, as always, unpredictable forces of nature. “The romance of travel is near and dear to everyone’s heart. . Unlocking Energy.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

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 56

Crisis Airlines Transportation Crisis Management 56

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

OCTOBER 13, 2014

The global sharing economy market was valued at $26 billion in 2013 and some predict it will grow to become a $110 billion revenue market in the coming years, making it larger than the U.S. Just in the last month, Pennsylvania’s Public Utility Commission issued a cease-and-desist order on Lyft and Uber operations.

Business Model 11

Business Model Hotels Venture Capitalist Transportation 11

The Horizons Tracker

NOVEMBER 23, 2020

Similarly, business travel not only provides a healthy proportion of passenger numbers, but a large proportion of airline profits, not to mention the numerous ancillary businesses, from hotels to conference providers, that rely on professionals getting out and about. operating at around 30-40% of normal levels. Shifting sands.

Reis 68

Reis Transportation Real Estate Tourism 68

Harvard Business Review

AUGUST 27, 2015

For a little bit of context, I’d recommend traveling back in time 50 years and looking at an entirely orthogonal industry: shipping. The Chief Marketing Officer of Mercedes likely won’t be spending millions on 30-second spots. All of this despite the fact that the technical change itself was quite “small.”

Automotive 8

Automotive Transportation Brand Efficiency 8

Harvard Business Review

MARCH 14, 2017

Loyalty programs have proliferated across travel, retail, financial services, and other economic sectors. See More Videos > See More Videos > All loyalty programs are vulnerable to a blockchain revolution, but the travel industry is perhaps the most at risk. The average U.S. Early adopters could benefit considerably.

Loyalty 14

Loyalty Customer Loyalty Travel Hotels 14

Harvard Business Review

JUNE 12, 2018

The pervasive adoption of mobile devices has driven an explosion of contextual user information, including geolocation data, which has become a valuable resource for marketers. However, a lack of technical skill sets among marketers has made it difficult for them to use this data (when they have access to it) effectively.

Short-term 8

Short-term Brand Long-term Media 8

Harvard Business Review

OCTOBER 19, 2012

Enamored by these numbers — and encouraged by a new wave of reforms to retail, airlines, broadcast, and power sectors — executives who previously ignored India are making a dash for it. As a consumer marketer, you're much better off thinking of India as a continent, much like Europe. Don't rely on a single India strategy.

Marketing 15

Marketing Market Segmentation Retail Travel 15

Harvard Business Review

APRIL 22, 2016

The car’s interior was cramped and uncomfortable, and the steering wheel–mounted gearbox required exceptional dexterity to operate. ” According to the 2016 Airline Quality Study , the number of complaints filed by travelers on U.S. airlines in 2015 was the highest since 2000.

Airlines 8

Airlines Insurance Industry Survey 8

Harvard Business Review

JUNE 17, 2014

That gives an Amazon competitor the perfect opportunity to get a toehold in a market Amazon currently dominates. Hotels and airlines live on bookings from online travel agencies. But in many online markets, a single platform dominates — often a result of network effects, technical standards, or returns to scale.

Airlines 11

Airlines Hotels Constraint Incentives 11

Harvard Business Review

JULY 20, 2016

When Amazon decided to enter the Indian e-commerce market, it was clear from the outset that something would have to give. A decade into the new millennium, India, with its billion-plus people and largely untapped e-commerce market, beckoned. Amazon.com debuted as an online bookstore in 1994. and to other countries.

Business Model 8

Business Model Retail Airlines Marketing 8

Strategy Driven

FEBRUARY 11, 2016

Whether or not that outlook begins to uptick not only depends upon how agile, adaptable, creative and resourceful entrepreneurs can be in planning for, or reacting to, market conditions, revenue and brand-building opportunities and other key concerns, but also how well they maintain a forward-thinking mindset. Transparency. About the Author.

Entrepreneur 50

Entrepreneur Loyalty Airlines Advertising 50