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

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

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

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

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

JANUARY 5, 2015

At the end of each year, I apply a framework to surface the most important emerging trends in digital media and emerging technology for the year ahead. Where/how are people having difficulty with technology? Our 2015 trends offer great opportunity – along with some unusual new challenges – for managers in all industries.

Trends 8

Trends Retail Learning-by-Doing Banking 8