Tanveer Naseer

SEPTEMBER 17, 2013

Guy Kawasaki and Tanveer Naseer – MHLC 2013 3. “It’s That this is something that only we could do.

Organization 274

Organization Conference Audience Globalization 274

Strategy Driven

MARCH 4, 2013

Ever get poor service at an airline? It happens because the people who work at the airlines are undertrained, poorly managed, feel put upon by their management and their leadership, underpaid, rarely if ever praised, and are exposed to constant customer complaints. Copyright 2007-2013 by StrategyDriven Enterprises, LLC.

Airlines 50

Airlines Loyalty Customer Loyalty Training 50

Strategy Driven

NOVEMBER 27, 2013

Copyright 2007-2013 by StrategyDriven Enterprises, LLC. All airlines are the same, except for their people. Consider leaving a comment! If you enjoyed this article, let us keep you up-to-date on other newly published insights by signing up for our complimentary StrategyDriven Newsletter. All rights reserved.

Competitive Advantage 58

Competitive Advantage Bottom-up Airlines Project 58

Strategy Driven

AUGUST 14, 2013

“We have a strategic plan,” said Southwest Airlines founder and retired CEO, Herb Kelleher. Copyright 2007-2013 by StrategyDriven Enterprises, LLC. And, it requires helping employees link their front line decisions to the mission of the organization. “It’s called doing things!” Consider leaving a comment!

Innovation 58

Innovation Strategy Customer Loyalty Loyalty 58

Strategy Driven

OCTOBER 21, 2013

Then define what is memorable and how everyone can achieve memorability with daily interactions (Southwest Airlines does it with friendly people and humor). Copyright 2007-2013 by StrategyDriven Enterprises, LLC. Grow from good, to great, to memorable. KEY TO IMPLEMENTATION: Start with smart, happy people. Consider leaving a comment!

Customer Loyalty 64

Customer Loyalty Reputation Loyalty Competitive Advantage 64

Strategy Driven

FEBRUARY 4, 2013

Southwest Airlines is anything but politically correct. Copyright 2007-2013 by StrategyDriven Enterprises, LLC. Makes me smile and feel sad all at once. Their people are happy, their customers are happy, their message is clear, and they make a TON of money. Jeez, I wonder if there’s a correlation! Consider leaving a comment!

Politics 50

Politics Customer Loyalty Airlines Creativity 50

Harvard Business Review

APRIL 13, 2017

In a related paper published in 2013 , Alexander Arriaga and colleagues had 17 operating-room teams participate in 106 simulated surgical-crisis scenarios. Another example I often give concerns the use of fuel- and carbon-efficient flight practices in the airline industry. following the introduction of checklists. The implication?

Hawthorne Effect 17

Hawthorne Effect Airlines Efficiency Letter 17

LDRLB

MAY 26, 2014

That’s what happened, remember, in the airline industry. It was a crash deregulation in the late ‘70s, and you had this crazy … All the airlines, suddenly everybody became a national airline. You had this huge boom and then this terrible bust and all these airlines that had been around for decades disappeared.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Harvard Business Review

OCTOBER 21, 2015

In 2013, Target even told the Securities and Exchange Commission that “digital sales represented an immaterial amount…of total sales.” When you think about it, internet retail today is similar to the airline market before frequent flyer programs were introduced. They were popularized by American Airlines in 1982).

Airlines 8

Airlines Retail Loyalty Price 8

Harvard Business Review

APRIL 3, 2015

Most brands are playing catch-up : in 2013 only 30% of brands had a dedicated customer service handle on Twitter, and only 10% of those brands with customer service handles reply to more than 70% of their mentions. I called out two specific airlines, using their Twitter handles when I tweeted the piece. Did they not care to respond?

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

JULY 15, 2015

Similarly, the percentage of people who have used Twitter for customer service leapt nearly 70%, from 22 to 37% from 2013-14. Our research has shown that the volume of tweets targeted at brands and their Twitter service handles, for example, has grown 2.5x in the past two years.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

JULY 26, 2017

Delegation is what resuscitated my business from the brink of collapse in 2013. Calling an airline to change seat assignments for the following day while you are in all-day meetings. Even I am not immune to falling into the “But I can’t delegate this!” ” trap and treading water again.

Delegation 13

Delegation How To Airlines Hotels 13

Harvard Business Review

AUGUST 1, 2016

So we partnered with Virgin Atlantic Airways on a field experiment to understand how the behavior of employees—in this case, airline captains—influences fuel efficiency, and how low-cost company interventions can influence their behavior.

Hawthorne Effect 8

Hawthorne Effect Efficiency Metrics Incentives 8

Harvard Business Review

MARCH 28, 2014

billion IPO valuation in 2013) can be attributed to its continued focus on that target. Southwest Airlines exists in a class of its own in large part due to its fun personality. How – personality. When a unique brand personality manifests itself in a unique customer experience, it enables a brand to rise above competitive comparison.

Brand 10

Brand IPO Marketing Strategy Airlines 10

Harvard Business Review

SEPTEMBER 16, 2016

Between 2013 and 2015 cyber-crime costs quadrupled, with the reported incidence rate growing exponentially. For instance, recall the global system-wide outage that struck Delta Airlines in August, 2016 resulting in the unprecedented grounding of all flights.

Intangible Assets 8

Intangible Assets Intellectual Capital Corporate Accountability Activity Based Costing 8

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. Building Empathy.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

FEBRUARY 9, 2015

In its 2013 proxy statement , GE announced that it is searching for director candidates who will bring technology, marketing, finance — and “leadership” experience to the boardroom. Glenn Tilton, former CEO of Texaco and United Airlines and director of Abbott Laboratories, AbbVie, and Phillips 66, well captured the point.

Airlines 8

Airlines CEO Automotive Long-term 8

Harvard Business Review

JULY 14, 2015

A community-driven business doesn’t have to run itself the way its community does, any more than an airline’s backoffice should be run by two people in a cockpit. Fourth, Reddit initiated the 2013 online protests against SOPA/PIPA that led to major websites sites shutting down for a day in protest.

Taylorism 8

Taylorism Taylor Airlines CEO 8

Harvard Business Review

NOVEMBER 5, 2013

The Boston Red Sox 2013 World Series championship will long be remembered as proof that you can turn around nearly anything. For airlines, it is on-time performance. The team ended last season at the bottom of the standings (Las Vegas odds were 28 to 1 that they’d make it to the World Series), but rallied this year.

How To 9

How To Airlines Open-book CEO 9

Harvard Business Review

NOVEMBER 25, 2015

One 2013 study illustrates this well. We found that the companies most famous for their cultures — from Southwest Airlines to Trader Joe’s — maximize the good motives , while minimizing the bad ones. Take for example the airline industry. Insight Center. How to Be a Company That Employees Love.

Motivation 8

Motivation Company Airlines Learning-by-Doing 8

Michael Lee Stallard

JULY 28, 2015

” – Herb Kelleher, cofounder of Southwest Airlines. By 2013, the most current year data is available, the percentage of single-person households soared to 27.4 “A company is stronger if bound by love than by fear.” Moore wasn’t just expressing his opinion. Research in a variety of fields confirms his view.

Competitive Advantage 150

Competitive Advantage Leadership Stress Airlines 150

Strategy Driven

OCTOBER 4, 2013

airline industry reported an operating loss of more than $10 billion in 2001 and a net loss of almost $8 billion, according to Air Carrier Financial Statistics Quarterly, a compilation of airline financial reports issued by the U.S. Copyright 2007-2013 by StrategyDriven Enterprises, LLC. Net income or loss includes those items.

Crisis 60

Crisis Airlines Transportation Crisis Management 60

Harvard Business Review

JUNE 21, 2013

growth in digital ads between 2013 and 2014. If the World Were Run Like Airlines (Wall Street Journal) Water, Public Transportation, and the Future of Los Angeles (Pacific Standard) Brazilians Spend as Much as 26 Percent of Their Income to Ride the Bus (Atlantic Cities). BONUS BITS: Getting Around.

Advertising 8

Advertising Video Ethics PR 8

Harvard Business Review

FEBRUARY 5, 2013

In recent years, the conscious capitalism movement has grown rapidly and now includes leading firms such as Whole Foods, Southwest Airlines, Google, Costco, Patagonia, UPS, Trader Joe's, Panera Bread, and The Container Store.

Ethics 9

Ethics Morale Airlines CEO 9

Harvard Business Review

FEBRUARY 14, 2014

Instead, we make jet turbines, helicopters, sophisticated airliners and business jets, electric generators, radar, chemicals and plastics, satellites, and all kinds of weapons. Not only can natural gas be used as a feedstock for chemicals, fertilizers, pesticides, paints, plastics, and cosmetics, in 2013 the Cummins Corp.

Chemicals 8

Chemicals Pharmaceuticals Energy Creativity 8

Harvard Business Review

JANUARY 19, 2015

For example, the power company Tenaga Nasional could send a leader with strong operating capabilities to work for several years at Malaysia Airlines, acquiring skills in turning around a troubled business. Peter Voser, the CEO of Royal Dutch Shell from July 2009, retired in May 2013.

CFO 8

CFO Leadership Development Telecommunications Cost 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. In fact it was a truly bipartisan coalition that drove the de-regulation of the trucking and airline industries in the 1970s.

Business Model 10

Business Model Hotels Venture Capitalist Transportation 10

Harvard Business Review

AUGUST 17, 2015

OFAC has made particular determinations authorizing different airlines as charter flights for many years for various travel programs to Cuba, especially for cultural, educational, and religious groups. In 2013 in U.S. JetBlue recently launched direct commercial flights from New York. There has been a U.S. billion from it.

Biotechnology 8

Biotechnology Tourism Human Capital Pharmaceuticals 8

Harvard Business Review

NOVEMBER 13, 2013

Southwest Airlines has long been a darling of consumers. And while most airlines now charge for baggage, in its maverick way Southwest makes the fact that it allows 2 free checked bags per passenger the centerpiece of its advertising campaign. IdeaWorks, an airline revenue consultancy, estimates that consumers will pony up $42.6

Airlines 8

Airlines Price Advertising Travel 8

Strategy Driven

OCTOBER 18, 2013

Going to the government and asking for bailout loans is quite chancy, as the airlines have learned recently. Copyright 2007-2013 by StrategyDriven Enterprises, LLC. Perrier utilized media opportunities to advocate for environmental protection and sought to educate consumers about product purification processes. All rights reserved.

Crisis 72

Crisis Crisis Management Budgeting Risk Management 72

Harvard Business Review

DECEMBER 23, 2013

The Boston Red Sox, the 2013 world champs in baseball, are known for their sabermetrics. When jet fuel was going through the roof a few years ago, the pilots at Southwest Airlines identified fuel usage as a key number. Things look even better for 2013. It’s reflected in your score, plain and simple.

Open-book 10

Open-book Metrics Bottom-up Airlines 10

Harvard Business Review

JULY 20, 2016

To respond to these challenges, after launching its Indian website in 2013, Amazon developed a program to recruit an army of suppliers and convince them it was a trustworthy partner that could help them increase the market for their products. And India’s cash economy did not facilitate online transactions.

Business Model 8

Business Model Retail Airlines Marketing 8

Harvard Business Review

MARCH 6, 2014

The researchers looked at systematic reviews conducted between 2006 and 2013. The effect sizes for these trials are still quite small, but when added together, there was more, and qualitatively better, evidence associating sugar consumption and increased weight gain the closer one got to 2013.

Peer Review 8

Peer Review Review Industry Wilde 8

Harvard Business Review

APRIL 27, 2015

The best, like American Airlines, make it feel natural. A witty comment or botched response on Twitter can travel to Facebook and even news websites in minutes (think of the Oreo tweet during the Superbowl blackout of 2013 ). American Airlines again provides a good example.

Company 8

Company Airlines Brand Analysis 8

Harvard Business Review

JANUARY 28, 2014

Consider the harrowing events after the crash-landing of Asiana Airlines Flight 214 last July 6th 2013. In medicine, timing is everything. The injured streamed into San Francisco General Hospital and Trauma Center by the dozens.

Cost 8

Cost Health Care System Software 8

Harvard Business Review

JANUARY 5, 2015

Smart virtual personal assistants: SVPAs started entering the market in 2013. With a $40 billion paper valuation , the simple app connecting drivers to passengers is now worth more than Halliburton Corporation, Aetna, General Mills, Delta Airlines, Kraft Foods, and Charles Schwab. First, it monetizes downtime.

Trends 8

Trends Retail Learning-by-Doing Banking 8

Harvard Business Review

MAY 12, 2014

The American Customer Satisfaction Index gives Internet service providers (the cable industry) a score of 65 for 2013 — the worst of any industry tracked — with hoping-to-merge giants Time Warner Cable and Comcast at even more dismal scores of 63 and 62, respectively. Electrical utilities, by contrast, score a perfectly respectable 77.

Telecommunications 8

Telecommunications Open-book Content Information 8