Can Small Business learn from the American Airlines Merger?

Women on Business

The American Airlines merger gives us a great example of what do look for in a partnership and what we should avoid. The post Can Small Business learn from the American Airlines Merger?

Be More Like Southwest Airlines - Where All Employees Own The Culture

Eric Jacobson

If you''ve flown Southwest Airlines you know they''re tops in airline customer service, driven by a leadership style that creates a company-wide culture where all employees own that culture.

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All airlines are the same, except for their people.

Strategy Driven

Mostly on major airlines, but because I’m more interested in flying non-stop than getting travel miles or points, I take whatever airline is most convenient for my schedule. This past Friday I found myself flying Alaska Airlines from Atlanta, Georgia, to Portland, Oregon.

Maybe Doug Parker, CEO of American Airlines, Needs to Rethink His Word Choice – (A Reminder: Think about Your Customer!)

First Friday Book Synopsis

So, American Airlines wants to be the best airline in the world. That’s the headline in today’s Dallas Morning News: American Airlines’ goal: “To be biggest, best and most profitable carrier in the world” From the article: Doug Parker didn’t bother setting modest objectives for the new American Airlines Group as he took over as […].

Beyond Typical S.M.A.R.T Goals in 2013

Leadership Freak

The former CEO of Southwest Airlines, Jim Parker, told me, “Don’t set artificial goals for yourself.” Begin with noble ends: Leadership is about people. Set people goals. Production and profitability are useful and necessary but never enough. Increasing profits by 6% is important but not noble. Two questions beyond artificial: How do you want to [.]. Goals Leadership quotes Marks of leaders Personal Growth Taking others higher Leadership Development

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The Art of Business: A book review by Bob Morris

First Friday Book Synopsis

Bob''s blog entries "five strategic arts" The Art of Possibility and Southwest Airlines) CEO David Neeleman Coach John Wooden of U.C.L.A Dell Earl Bakken Fortune Magazine Grameen Bank Herb Kelleher Intel JetBlue Airlines Medtronic Raymond T. Yeh Singapore Southwest Airlines Stephanie H. The Art of Business: In the Footsteps of Giants Raymond T. Yeh with Stephanie H.

In Marketing, the “C” Word Cannot Exist

In the CEO Afterlife

Airlines, cable providers, telecommunication firms, and credit card companies promise customer service every day. Many years ago I read Theodore Levitt’s The Marketing Imagination.

The Leader’s Attitude Choice

Kevin Eikenberry

I travel enough to have lots of travel and airline stories. Overall, I have as many positive ones as negative ones. In fact, I am typically very productive on airplanes, even when the seating space is tight. Today, however, I want to talk about one of “those” travel days. This particularly interesting travel happened about [.]. Influence Leadership Leadership Communication Learning Responsibility attitude

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The UnStoppables: A book review by Bob Morris

First Friday Book Synopsis

The UnStoppables: Tapping Your Entrepreneurial Power Bill Schley John Wiley & Sons (2013) “We take good care of our people, they take good care of our customers, and our customers take good care of our shareholders.” Former chairman and CEO of Southwest Airlines, Herb Kelleher, provided the title for this review and Bill Schley fully […].

Wow Your Customer

Joseph Lalonde

J et West Airlines knows how to wow their customers. This video is a great example of one of their efforts. Can you wow your customers in a similar way? The post Wow Your Customer appeared first on Joseph Lalonde. Social Media Jet West social media video

What’s the Best Way to Motivate you Employees? Give them Freedom.

Great Leadership By Dan

Same with Southwestern Airline attendants – I’ve never seen two attendants do their inflight announcements the same way – and they truly seem to enjoy it when they do! With other airlines, they read that damn announcement as if they are performing a eulogy.

The Wisdom of Titans: A book review by Bob Morris

First Friday Book Synopsis

The Wisdom of Titans: Secrets of Success from Entrepreneurs Who Rose to the Top William Ferguson bibliomotion books + media (2013) “Vision without execution is hallucination.” Johnson Sam Zell Southwest Airlines Stuart Miller The Wisdom of Titans: Secrets of Success from Entrepreneurs Who Rose to the Top Thomas Edison William ("Bill") Sanders William A.

Using The Power Of Acknowledgment To Engage Your Employees

Tanveer Naseer

Some of you may remember and be familiar with Servant Leadership, which started in the 1980’s and is still practiced by such corporate giants as Southwest Airlines, Aflac and many others. The following is a guest piece by author Judith W. Umlas.

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Fostering A Sense Of Community To Promote Organizational Success

Tanveer Naseer

In fact, if we look at some of today’s successful companies – organizations like Zappos, Southwest Airlines, and The Container Store to name a few – we can see clear evidence that their leaders understand the importance of addressing this core psychological need.

10 Penalties That I Would Call if I Were a Management Referee

Great Leadership By Dan

Just like those NFL-like referees that roam the airports in the Southwest Airlines commercials throwing penalty flags for bag fees and poor customer service, these referees would patrol the workplace looking for flagrant management malpractice violations.

100 Ways to Connect: Develop the Courage to Connect

Michael Lee Stallard

Government Services Administration, Leo Burnett, Liberty Mutual, Northern Trust, and United Airlines. This post begins our series entitled “100 Ways to Connect.” ” The series highlights attitudes and behaviors that help you connect with others. Although the attitudes and behaviors focus on application in the workplace, you will see that they also apply to your relationships at home and in the community. #1

Pat Lencioni’s Latest Point of View: “The Lost Art of Simplicity”

First Friday Book Synopsis

magazine Jack Welch Leonardo Da Vinci Make-A-Wish Foundation New York Times Newell Rubbermaid Oracle Corporation Pat Lencioni''s Latest Point of View: The Lost Art of Simplicity Rudy Guiliani SAP Southwest Airlines Sybase The Five Dysfunctions of a Team The Table Group Inc The Three Signs of a Miserable Job the US Military Academy at West Point. Here is a brief excerpt from Pat Lencioni‘s latest Point of View.

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Paul Gillin Interview: When Customers Attack on Social Media

Modern Servant Leader

Southwest Airlines Facebook page. As a leader , you need to understand how social media crises occur, how to minimize your chances of an attack and what to do in the case of a customer attack.

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Which Is Worse: Airline Monopolies or Airline Competition?

Harvard Business Review

Near the beginning of the complaint that the Justice Department, five states, and the District of Columbia filed this week in an attempt to halt the merger of US Airways and American Airlines is a sentence that cannot help but make a person stop and think. airlines lost $41.6

World Changers: A book review by Bob Morris

First Friday Book Synopsis

Byrne John Mackey Larry Page LinkedIn Mort Mandel Nike Odyssey Oprah Winfrey Pablo Picasso Phil Knight Poets& Poets& Portfolio/Penguin Group Reid Hoffman Sergey Brin Southwest Airlines Stanford''s Graduate School Starbucks Steve Jobs Straight from the Gut The Headhunters Home Depot The Whiz Kids Whole Foods Market World Changers: 25 Entrepreneurs Who Changed Business as We Knew It

Top Corporations in America for Women’s Business Enterprises

Women on Business

United Airlines. Each year, the Women’s Business Enterprise National Council ( WBENC ) creates its list of America’s Top Corporations for Women’s Business Enterprises. The list awards corporations that provide, “world class programs that level the playing field for women’s business enterprises (WBEs) to compete for corporate business.”

Maybe “Business Sense” does not always equal “Human Decency Sense”

First Friday Book Synopsis

James Fallows recounts quite a story: The Way We Live Now: United Airlines and ‘Disruptive’ Passengers: When standoffish customer service can make business sense. customer service/customer experience decision by some United Airlines folks. In it, he tells a genuine horror story of a bad, very bad!, And there is quite a bit about customer service [.]. Randy's blog entries

Becoming a Leader (Part 12)


Southwest Airlines prides itself on being the low-cost provider, and being the low-cost provider helps them make focused decisions. 5 Step Personal Development Process. Becoming a Leader: Challenge #11–Focus. A FranklinCovey study on goals revealed the following: 1.

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How to Be That “Lucky Leader” People Want to Follow: Amundsen’s Race to the Pole | with Marty Lahey [Transcript]

Engaging Leader

You think of southwest airlines, Amazon, Google, and Apple. Link to podcast episode: EL 31: How to Be That “Lucky Leader” People Want to Follow: Amundsen’s Race to the Pole Jesse Lahey: Welcome to the show leaders! Most people want to be on the winning team and follow a leader that’s winning. From the outside it […]. The post How to Be That “Lucky Leader” People Want to Follow: Amundsen’s Race to the Pole | with Marty Lahey [Transcript] appeared first on Engaging Leader.

Three Ways Leaders Outsmart Themselves


The airline industry has found, for instance, that under stressful conditions pilots who go into command-and-control mode have a higher failure rate than those who ask for feedback from their crew before making any decisions. by Gary Cohen How do leaders outsmart themselves?

Repetition Penetrates the Dullest of Minds


Variety isn’t something we usually associate with plane travel, though–particularly when it comes to watching airlines’ safety videos. by Gary Cohen Repetition Penetrates the Dullest of Minds. “Nothing is pleasant that is not spiced with variety.”-

Achieving the Best by Preparing for the Worst: Lessons Learned from High-Profile Crises, part 1 of 4

Strategy Driven

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.

How the U.S. Airline Industry Found Its Edge

Harvard Business Review

But since deregulation in 1978, airlines in the U.S. airlines filed for bankruptcy. Airlines suddenly leveled off. Rather, it was the result of something far more modest: the slicing of airlines’ base offerings into customizable “options and extras.” airlines earned an estimated $12.4 For many airlines, this simple innovation was the difference between survival and insolvency. airlines had a profit crisis that needed to be fixed fast.

The Big Picture of Business – Achieving the Best by Preparing for the Worst: Lessons Learned from High-Profile Crises, part 3 of 4

Strategy Driven

Going to the government and asking for bailout loans is quite chancy, as the airlines have learned recently. Effective Crisis Handling, Case Studies. Crises can and will happen to good organizations. Most often (85% of the time), they can be heeded, planned for averted.

Serve Memorably

Strategy Driven

Then define what is memorable and how everyone can achieve memorability with daily interactions (Southwest Airlines does it with friendly people and humor). Think about the most memorable service you have ever received. Ever tell anyone about it?

Airline Customers Just Want to Know What's Happening

Harvard Business Review

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. It turns out that there was no weather delay for the other airline, or for my original airline either.

Blurred Lines: Setting Healthy Boundaries at Work

Strategy Driven

All airlines are the same, except for their people. Success in the workplace depends on your ability to relate effectively to people.

Simon Pont: An interview by Bob Morris

First Friday Book Synopsis

Hollywood movie studios, Icelandic investment banks, British chocolate bars and Middle Eastern airlines figure amongst his time on the inside of Adland. Simon Pont is a writer, commentator and brand-builder. He is the author of The Better Mousetrap: Brand Invention in a Media Democracy, and a novel, Remember to Breathe. His next project, Digital State: [.].

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The Emerging Strategy of Innovative Service

Strategy Driven

“We have a strategic plan,” said Southwest Airlines founder and retired CEO, Herb Kelleher. The world of the customer has dramatically changed. The tough economy has made customers more value conscious, demonstrating far more caution in how they spend their hard-earned dollar.

The Secret of Lousy Service and Why it Happens

Strategy Driven

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.

Why Baseball Seats Should be Priced like Airline Tickets

Harvard Business Review

Dynamic pricing makes sense for baseball as it shares key qualities that have enabled other industries (airlines, hotels, and rental cars) to prosper from this strategy: fixed capacity, low variable costs, and a "product" that expires at a certain time.

What’s the sincerity level of your message?

Strategy Driven

Southwest Airlines is anything but politically correct. When someone tells me to “Have a nice day,” I don’t think they mean it. I think they’re just saying it as a kind of mundane, almost impolite, form of politeness. Forced nicety. Said out of habit, not sincerity. To me, it’s not just thoughtless, it’s also meaningless. Heck, half the time people don’t even look at you when they say it. Oh, they don’t mean it as an insult.

Ways to Distinguish Yourself #218 – Look for Lesson #2

Rajesh Setty

Soon, Richard was in front of the board of directors of IPC where he shares his vision for the company that included Student Holidays, Student Travel Agency, Student Record Shops, Student Health Clubs and even a student airline.

The Safety Briefing Card and Church Vision Casting

Ron Edmondson

The airline safety briefing card… Doesn’t mean much to a frequent flier. But to a first time flier… it’s gold. Church, what can we learn from this? Let me share a recent situation I witnessed that illustrated this principle for me.

Does Your Job Increase Or Decrease Your Long-Term Happiness Potential?

The Idolbuster

While a few companies like Southwest Airlines have a no layoff policy, this should not be taken as a lifelong commitment – there is nothing to prevent layoffs in the future. Chapter 8: Secure Your Community Part 14 (Conclusion). One of the themes of this chapter is to recognize the power community has over how we behave. Community establishes hidden rules for behavior, and provides a set of rituals and customs to support the behavioral norms.

My 12 “Must Read” Best Leadership Books for 2014

The Empowered Buisness

Southwest Airline’s Crazy Recipe for Business and Personal Success, described the unconventional leadership that made Southwest an airline industry dynamo. With the new year coming, I asked myself … what wisdom could I provide to help leaders change their game in 2014?

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The Customer Profile: Your Brand's Secret Weapon

Harvard Business Review

Last month, when I tweeted to American Airlines about a delay, no one tweeted back to me and no one realized that the tweet was also from a long-standing AAdvantage Gold member.

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Seats Get Wider in Theaters and Stadiums, but Smaller on Planes

Harvard Business Review

But airlines are moving in the opposite direction: For example, coach seats in American Airlines’ new Boeing 777-300s are about 1 inch narrower than those in its existing 777-200s, says the Wall Street Journal.