Chartered Management Institute

OCTOBER 3, 2023

It’s certainly a powerful tool for building trust and credibility – as long as you remember to lead too On 20 August 1991, Hollis Harris, the then CEO of Continental Airlines, told his 42,000 employees that the company was struggling and he wasn’t sure of the path forward.

Chemicals 52

Chemicals Airlines Banking Learning-by-Doing 52

The Horizons Tracker

DECEMBER 3, 2020

“When you go see the Statue of Liberty for instance, you stand on the bank of the Hudson River and look at it. When you watch a video of it, you can only see the object from one angle. When you measure and preserve multiple angles and digitize that in video form, you could visualize it from multiple angles. .

Tourism 102

Tourism Travel Industry Video 102

CEO Blog

MAY 19, 2014

My list of things to memorize: 1 - passport number with expiry (saves time on check in for airlines) 2 - credit card numbers with CCV code and expiry (saves time for online purchases when buying from sites that do not "remember" - I actually think Amazon gets more business because they remember credit card information and make ordering faster and easier) (..)

Godin 157

Godin Banking Airlines Efficiency 157

First Friday Book Synopsis

JANUARY 30, 2013

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.

Simon 89

Simon Airlines Brand Banking 89

Lead Change Blog

APRIL 1, 2016

” Following graduate school and the military (including a tour of duty as an infantry unit commander in Viet Nam) Chip was director of management and organizational development for NCNB (now Bank of America). Helping the CEO of Southwest Airlines launch a best-selling book. Getting a book endorsement from Seth Godin.

Levitt 150

Levitt Godin Customer Loyalty Airlines 150

First Friday Book Synopsis

SEPTEMBER 26, 2011

The problem was not simply the loss of good jobs to workers in foreign nations but also automation… Remember bank tellers? The fleets of airline workers behind counters who issued tickets? Telephone operators? Service station attendants? These and millions of other jobs weren’t lost to globalization; they were lost to automation.

Airlines 100

Airlines Software Banking Globalization 100

Jason Womack

NOVEMBER 20, 2011

day LONG ago when he and I went to the bank to deposit a check. Even asking the pilot of an American Airlines flight if I could sit on the flight deck and interview him about what it takes to fly a plane! . I have a vivid memory of a day spent with my uncle Mike.a Well, I've taken that philosophy to all areas of my life.

White Paper 145

White Paper Airlines Banking Goal 145

Jason Womack

SEPTEMBER 2, 2014

I watched this movie sitting in seat 6D, flying with American Airlines JFK to LAX. I recently met with a mentor (the CEO of an investment bank in New York City) and spent 40 minutes questioning and qualifying my routines. When Bourne turns the tables on one of his pursuants, the officer says, "Please don''t kill me.".

Airlines 113

Airlines Mentor Efficiency Banking 113

Lead Change Blog

DECEMBER 17, 2015

On Southwest Airlines Flight 22 from El Paso to Phoenix, the flight attendant accepted assistance from two adoring passengers to help pass out peanuts to fellow passengers. The company places great stock in their voice of the customer efforts that bring in dozens of customers every year for feedback, ideas and suggestions.

Brand 150

Brand Airlines Wilde Tools 150

Frank Sonnenberg Online

JUNE 21, 2021

His client roster ranges from airlines, banks, and engineering firms to high-tech companies, nuclear power stations, and presidential cabinet officers in two White House administrations. He’s widely known for his expertise in leadership and in the strategic management of change — for individuals as well as for organizations.

Hotels 124

Hotels Stress Resistance Restructuring 124

Harvard Business Review

NOVEMBER 17, 2016

Warren Buffett got burned with an airline investment in the 1990s. airlines, taking a 4.16% stake in American Airlines, smaller stakes in United and Delta, and an undisclosed stake in Southwest Airlines. airlines had one thing in common: their largest investors. commercial banking industry.

Airlines 8

Airlines Price Hedge Industry 8

Harvard Business Review

NOVEMBER 20, 2018

Perhaps the best-suited institutions to manage digital data are banks. In a sense, banks are already data guardians. Moreover, banks have experience in safeguarding privacy through their commitment to confidentiality. Moreover, banks have experience in safeguarding privacy through their commitment to confidentiality.

Banking 8

Banking Competitive Advantage Business Model Airlines 8

Harvard Business Review

JUNE 13, 2016

Basically, a handful of asset management firms have become the most powerful shareholders of the nation’s largest banks. In “ Ultimate Ownership and Bank Competition ,” José Azar, Sahil Raina, and I looked at banks across different parts of the United States. Take a look at this table.

Banking 8

Banking Hedge Asset Management Airlines 8

Skip Prichard

MARCH 3, 2021

We view control over our time as more important than “lots of money in the bank” as a sign of success. Ed Bastian of Delta Airlines comes to mind. We are actively seeking ways to wrest back some sense of control over our lives. We want greater self-sufficiency. Experts are more important to your brand than fans are.

Brand 113

Brand Storytelling Trends Content 113

HR Digest

JANUARY 10, 2024

Walmart wants customers to know them for low prices, Singapore Airlines customers know them for customer connectivity, Apple customers perceive innovation and Fed Ex customers expect speed. Southwest Airlines’ firm brand, for example, is cheap, fun, and on time. They are unique because they are derived from your firm brand.

Ulrich 52

Ulrich Leadership Audience Diversity 52

Harvard Business Review

SEPTEMBER 26, 2013

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 In 2012, the major U.S.

Airlines 8

Airlines Industry Transportation Travel 8

Harvard Business Review

NOVEMBER 2, 2011

Take Bank of America. One customer was sufficiently enraged to gather 200,000 signatures asking the bank to reverse its decision. Yesterday, the bank announced plans to do just that. The other misstep Bank of America made was miscalculating whether their competitors would follow. There were howls of protest. We grumble.

Case Study 11

Case Study Banking Airlines Competitive Advantage 11

Harvard Business Review

APRIL 20, 2017

Here’s the good news: The big airlines are revising their rules for booking and boarding flights — rules that led to one of the great business fiascos in recent history, United Express Flight 3411. Sometimes those stories even involve the airlines. There will be no additional rules.”

Books 14

Books Airlines Handbook Banking 14

Coaching Tip

FEBRUARY 23, 2012

The days of leading countries or companies via a one-way conversation are over, as Netflix’s one-way conversation with customers on prices, Bank of America’s one-way conversation on debit fees and Verizon’s one-way conversation on an e-billing surcharge recently demonstrated. 6) Give trust away.

How To 110

How To Airlines Innovation Media 110

Harvard Business Review

JANUARY 16, 2018

Using data from Twitter (where one of us works), we designed an experiment to study customer service interactions in two industries that generate a significant number of customer service complaints: airlines and wireless carriers. This extra $9 can be thought of as incremental brand value the airline has gained in the customer’s mind.

Wireless 11

Wireless Airlines Brand Loyalty 11

Skip Prichard

OCTOBER 14, 2019

No small order for someone with $160 in the bank whose life feels like it is falling apart. This same ideal was championed by the legendary founder of Southwest Airlines, Herb Kelleher, who proclaimed: The business of business is people—yesterday today and forever. He has never sold a single business.

How To 83

How To Simon Learning-by-Doing Organization 83

Harvard Business Review

FEBRUARY 1, 2011

Arkadi Kuhlmann, founder and CEO of ING Direct USA, has invented a whole new approach to retail banking. They can learn about banking. When it comes to flight attendants or baggage handlers, Phelps and her colleagues prefer to recruit, say, teachers or waiters or police officers (and often do) than grizzled airline veterans. "We

Training 16

Training Skills Airlines Health Care 16

Harvard Business Review

APRIL 4, 2012

In a provocative and saucy book, It's Not What You Sell, It's What You Stand For , Spence explains the unique beliefs behind many of the one-of-a-kind organizations he has studied or worked with over the years, from BMW to Whole Foods Market to Southwest Airlines. It's not what you sell it's what you believe.

Banking 18

Banking Airlines Retail Advertising 18

Harvard Business Review

MARCH 14, 2017

Travel loyalty programs tend to be complex and multicurrency, making them different from retailers, which typically run simple discount programs, or from banks, which offer cash back or a single currency that can be spent easily across a range of merchants.

Loyalty 12

Loyalty Customer Loyalty Travel Hotels 12

Harvard Business Review

DECEMBER 30, 2016

There’s a pattern when it comes to who owns the top banks in the U.S. And a similar one when you look at airlines. If you’re not an upper-class man, you may be less likely to land a job at an elite firm. 41% of Republican men in the U.S. ” That’s an increase from four years ago.

Class 12

Class Airlines Health Care Management 12

Harvard Business Review

NOVEMBER 7, 2013

I recently worked with a retail bank that was trying to reduce the number of in-bound customer service calls pertaining to how a specific line of credit worked. Breakthrough ideas come when you look beyond the product or service to rethink every touch point, or every element of the customer value chain, as MacMillan puts it.

Airlines 8

Airlines Banking Creativity Brand 8

Strategy Driven

JANUARY 21, 2011

For Southwest Airlines, it was about how they could maintain the current schedule with fewer planes. One Canadian bank applied this thinking to bounced checks. It starts by creating a culture that encourages employees to do what’s right for the customer. Keep it simple.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Harvard Business Review

JULY 6, 2012

In other words, what are Citibank, American Airlines, Amazon, UPS, and Volvo doing to create engaging apps that bind the user to the company, build brand equity, and provide high exit barriers for customers (and equally high entry barriers for competitors)? Leaders in this space include American Airlines and American Express.

Stage-Gate 13

Stage-Gate Airlines Brand Loyalty 13

Harvard Business Review

MARCH 2, 2012

This is the "focused entry" strategy, a well-worn path in the history of successful startups (see Southwest Airlines). Southwest Airlines? It's not just Commerce Bank that's popped up on the radar to compete on convenience, but also ING Direct, offering industry-leading rates on savings accounts. They don't even feed you!

Airlines 12

Airlines Banking Sharpe Price 12

Harvard Business Review

FEBRUARY 4, 2015

When Southwest Airlines started to occupy the same market space as established air carriers, the incumbents predictably focused more on business class and international routes. When online banks first started to appear, retail banks did not consider them as “real banks.”

Report 8

Report Disruptive Innovation Banking Airlines 8

Harvard Business Review

JULY 20, 2016

But why isn’t the commercial and investment bank telling its corporate clients to do the same? I believe he should tell his bank’s corporate clients to follow suit. Kaiser Permanente, Costco, Southwest Airlines, and Siemens are household names that have achieved consistently good results and good jobs with this strategy.

Long-term 8

Long-term Airlines Health Care Short-term 8

Harvard Business Review

MARCH 7, 2013

Investment banks like GS reward their employees by reserving between 40 to 50 percent of net revenues for compensation. To put this in context, using the same equation, the average employee in a low cost airline generates a profit before tax of $1.94. Of course, Goldman Sachs (GS) employees are smarter than the average bear.

ROIC 8

ROIC Airlines Chief Executive Officer Metrics 8

Harvard Business Review

DECEMBER 6, 2013

A great example of this was American Airlines’ attempt to lock in its best customers when it introduced the AAirpass in 1981. Price at $250,000, the AAirpass offered unlimited first-class travel on the airline for life. So what did American Airlines do? These businesses have learned the hard way about product death spirals.

Insurance 8

Insurance Airlines Price Banking 8

Harvard Business Review

AUGUST 8, 2012

Richard Bove, a high-profile securities analyst who focuses on bank stocks, wrote a commentary that excoriated Wells Fargo for lousy service — so much so that he announced he'd moved his business to a different bank. Whatever it is that drives people to do business with a given bank, in my mind, now has to be rethought.".

Banking 16

Banking Airlines Long-term Advertising 16

Harvard Business Review

OCTOBER 16, 2012

One company is banking on it. HEADS UP, AMERICAN AIRLINES. A Concept Airline Eases the Pain of Traveling With Toddlers (Fast Company). Ravi Sawhney, CEO of RKS, points to Southwest as a possible model for a profitable, customer-service-friendly airline. Smart Planet’s Sarah Korones reports that First Warning Systems, Inc.,

Airlines 8

Airlines Travel Comparison Survey 8

Harvard Business Review

APRIL 12, 2016

We see positioning in the airline industry. Australia, for instance, has three main domestic airlines: Qantas, Jetstar (Qantas’s no-frills line), and Virgin, which started out as no-frills and has since chased the business-class, high-margin segment. That’s not the story in the clothing industry.

Business Model 8

Business Model Airlines Retail Travel 8

Harvard Business Review

APRIL 22, 2016

” According to the 2016 Airline Quality Study , the number of complaints filed by travelers on U.S. airlines in 2015 was the highest since 2000. Consumers are notoriously irate when it comes to the services offered by cable companies, health insurance firms , and banks.

Airlines 8

Airlines Insurance Industry Bond 8