Chart Your Course

OCTOBER 27, 2014

But eConsultancy’s 2013 Cross-Channel Marketing Report found that 70 percent of business owners feel acquisitions are definitely more expensive than retention. An airline sending text messages to customers about flight delays or billing departments sending reminder of upcoming invoices are two examples of anticipatory service.

Quality 182

Quality Succession White Paper Customer Loyalty 182

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.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

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. Leadership Boards' Consider what the board of General Electric has declared as its criteria for new directors.

Airlines 8

Airlines CEO Automotive Long-term 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. Others need a course correction while still profitable (Microsoft), or a momentum shift because of disruptive new technologies (newspaper companies). For airlines, it is on-time performance.

How To 9

How To Airlines Open-book CEO 9

Harvard Business Review

DECEMBER 20, 2016

Good leadership certainly helps, but more often than not, the organization will revert to business as usual. The airline industry has experienced great volatility from deregulation, takeovers through mergers and acquisitions, and, as always, unpredictable forces of nature. Unlocking Energy. It’s not for everyone.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

FEBRUARY 5, 2013

The business environment today has indeed become mindboggling complex due to accelerating globalization and rapid technology changes. The goal of this movement is to form communities of socially-responsible companies with enlightened leadership that are driven by a higher purpose and a stakeholder orientation.

Ethics 8

Ethics Morale Airlines CEO 8