Strategy Driven

OCTOBER 21, 2013

The FIRST thing to cut is executive pay, then management pay, then eliminate middle management as needed. 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.

Customer Loyalty 64

Customer Loyalty Reputation Loyalty Competitive Advantage 64

Strategy Driven

FEBRUARY 4, 2013

FORCED CORPORATE POLITENESS: I love it when service reps or managers candidly you’re your piece, the other person is clearly wrong, won’t admit it, but are under corporate edict to be polite, but you know they hate you, and their life when they tersely ask, “Will there be anything else?” Makes me smile and feel sad all at once.

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

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

SEPTEMBER 16, 2016

In the same way that banks must constantly balance assets and liabilities, data-laden firms need to move from cyber-defense and fire-fighting toward more proactive management of what could prove to be their most important asset. Between 2013 and 2015 cyber-crime costs quadrupled, with the reported incidence rate growing exponentially.

Intangible Assets 8

Intangible Assets Intellectual Capital Corporate Accountability Activity Based Costing 8

Harvard Business Review

FEBRUARY 9, 2015

Its directors have turned over many times, of course, but Trian Fund Management, led by activist Nelson Peltz, is pressing for far more than a routine remake, demanding four seats of its own choosing at the table. Much the same occurred at Canadian Pacific Railway in 2012, when Pershing Square Capital Management acquired control of its board.

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. Second, the Reddit turmoil should be understood first and foremost from the community’s perspective, not management’s.

Taylorism 8

Taylorism Taylor Airlines CEO 8

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

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

NOVEMBER 25, 2015

So most executives manage it according to their intuition. It takes a careful mix of mission, management, and culture. One 2013 study illustrates this well. Take for example the airline industry. In one hedge fund, the highest performing portfolio managers had higher total motivation. Insight Center.

Motivation 8

Motivation Company Airlines Learning-by-Doing 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. Change management Leadership' With renewed solidarity and determination, the beard-wearing Sox went on to win the division, the playoffs, and the big prize.

How To 9

How To Airlines Open-book CEO 9

Strategy Driven

OCTOBER 4, 2013

The insightful companies examine their own backyards… applying the discussions, uncoverings and applicabilities to how they will better manage in the future. Recommendations for crisis management and preparedness as part of macro planning are offered. The Business Tree : Growth Strategies and Tactics for Surviving and Thriving.

Crisis 60

Crisis Airlines Transportation Crisis Management 60

Harvard Business Review

JUNE 21, 2013

Most managers assume that customers love getting gifts, especially in front of other people. In fact, a survey of retail managers suggests that a majority think customers are happier getting preferential treatment in public than in private. growth in digital ads between 2013 and 2014. Stop Judging Me. BONUS BITS: Getting Around.

Advertising 8

Advertising Video Ethics PR 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. Talent management Leadership Developing employees'

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 9

Business Model Hotels Venture Capitalist Transportation 9

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. They’re colossally impressive in the management of politics. There has been a U.S. billion from it.

Biotechnology 8

Biotechnology Tourism Human Capital Pharmaceuticals 8

Strategy Driven

OCTOBER 18, 2013

The same planning process that nurtures Crisis Preparedness can and must also accommodate for Crisis Management. This is regarded as a premiere textbook case of quality crisis management. Going to the government and asking for bailout loans is quite chancy, as the airlines have learned recently. Product Contamination-Damage.

Crisis 72

Crisis Crisis Management Budgeting Risk Management 72

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

Harvard Business Review

DECEMBER 23, 2013

The Boston Red Sox, the 2013 world champs in baseball, are known for their sabermetrics. That’s what they get when they work for companies that practice open-book management. When jet fuel was going through the roof a few years ago, the pilots at Southwest Airlines identified fuel usage as a key number. At Boardman Inc.,

Open-book 10

Open-book Metrics Bottom-up Airlines 10

Harvard Business Review

APRIL 27, 2015

The best, like American Airlines, make it feel natural. They have given their social media staff a clear mission and a great deal of autonomy; the account’s managers chat with customers, offer up front to solve problems, and empathize with frustrated travelers. American Airlines again provides a good example.

Company 8

Company Airlines Brand Analysis 8

Harvard Business Review

JANUARY 5, 2015

Our 2015 trends offer great opportunity – along with some unusual new challenges – for managers in all industries. Smart virtual personal assistants: SVPAs started entering the market in 2013. During the next several months, managers should discuss how to include accountability systems for algorithms.

Trends 8

Trends Retail Learning-by-Doing Banking 8