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

Strategy Driven

JANUARY 21, 2011

Each issue is packed with thought-provoking content and insight into the business issues that affect all companies competing in today’s technology-driven marketplace with recent contributions by best-selling author and researcher Tom Davenport; social media guru Chris Brogan; and Myron Scholes, world renowned economist and Nobel Prize winner.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

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.” But one thing has changed.

Report 8

Report Disruptive Innovation Banking Insurance 8

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

NOVEMBER 27, 2015

Ironically, the most empathic FTSE companies are a bank and a tobacco firm. banks are proving quicker to wake up to the benefits of empathy, scoring 50% higher than UK ones. Technology. Technology. Technology. Technology. Technology. Technology. Royal Bank of Scotland/NatWest.

Tourism 8

Tourism Telecommunications Automotive Company 8

Harvard Business Review

AUGUST 21, 2013

Information Technology Changes the Way You Compete" was a trailblazing HBR article by Warren McFarlan back in the early 1980s. It told how American Airlines and others had introduced systems to help their customers choose their products and services. These "channel" systems helped steer business to American Airlines.

Competitive Advantage 8

Competitive Advantage Management Information Technology Airlines 8

Harvard Business Review

DECEMBER 10, 2012

This is why your bank tells you when your mortgage payment is due and your pharmacy reminds you that it's time to refill your prescription. Anticipatory customer service can be accomplished by technological or human means, or both. More transparent. More twitchy. Unforgiving.

FAQ 15

FAQ Construction Technology Airlines 15

Harvard Business Review

AUGUST 10, 2015

If you can build that kind of system as an enterprise, there is no reason to break the bank recruiting superstars or otherwise allow the top percentiles of your talent to walk away with “winner takes all” rewards. In airlines, for example, seat pricing and crew scheduling optimization systems are practically part of the woodwork.

Competitive Advantage 8

Competitive Advantage Storytelling Airlines Human Resources 8

Harvard Business Review

APRIL 2, 2014

It started life as an ironworks company, pursued vertical integration by entering coal, eventually moved into pressed steel wheels before diversifying into front wheel drive technology and beyond. Land deeply believed in Polaroid as a technology-led company committed to expensive, long-term technology projects.

Competitive Advantage 9

Competitive Advantage Airlines Telecommunications Long-term 9

Harvard Business Review

MAY 30, 2014

Southwest Airlines’ decades-long strategy of “short-haul, high-frequency, point-to-point, low-fare service” produced what was not only one of the best-performing airlines in the U.S. For example, deregulation killed off icons in the airline business such as Pan Am and TWA.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

JUNE 23, 2016

But compliance with regulations isn’t only demanded of banks. Compliance professionals work in every kind of business – from health care companies challenged by legislation to food companies under a regulator’s watchful eye to airlines obliged to track anti-terrorism data.

Compliance 10

Compliance Drucker Banking Cost 10

Harvard Business Review

DECEMBER 27, 2013

Airline JetBlue has embedded this philosophy in its hiring process. For Chilean bank BCI, common purpose is about developing trust-based customer relationships that last a lifetime. Leaders at the bank tell a story about a lottery winner who was deciding who to entrust with his prize money.

Banking 14

Banking Airlines Compliance Bond 14

Harvard Business Review

OCTOBER 18, 2016

Note that whether the technology used is “leading edge” is secondary. If it would have an immediate business impact, such as the impact that an airline’s loss of its reservation systems would have, then it is likely to be a key operational investment. They are driven by novel ideas or perhaps a new technology.

Tools 8

Tools Competitive Advantage Operations Technology 8

Harvard Business Review

OCTOBER 2, 2014

Along those lines, Gigerenzer has been working with the Bank of England to come up with simpler rules for forecasting and regulating financial markets. “In Customers Decision making Information & technology' What they found surprised them. If you are in a world that’s highly predictable, make it complex.”

Simon 11

Simon Retail Uncertainty Apparel 11

Harvard Business Review

DECEMBER 4, 2017

And that’s not just social media accounts; it’s bank accounts, retailer gift card accounts with cash and credit cards attached, airline loyalty accounts with years of accumulated frequent flyer points, and other accounts with real value.

ROI 9

ROI Long-term Banking System 9

Harvard Business Review

JULY 22, 2016

Airline JetBlue has turned its Twitter account into a highly responsive, 24/7 customer service line. BancAlliance, a consortium of community banks, has partnered with Lending Club, a peer-to-peer lending marketplace. For most established players, the technology and skill gaps are intimidating, and it take years of effort to close them.

Real Estate 8

Real Estate Business Model Incubator Short-term 8

Harvard Business Review

AUGUST 27, 2015

Deloitte attributes this fall in part to rising competitive intensity, as a result of new technologies and lower entry barriers. Senior executives in even chronically low-performing sectors (such as airlines) can be successful and well-remunerated. An increasing number of U.S. companies have enjoyed supernormal rates of return.

ROIC 8

ROIC McKinsey GDP Company 8

Harvard Business Review

JANUARY 20, 2014

Specifically, he saw that the advent of digital technologies was going to fundamentally alter the way people conduct commerce, pay for things, and manage and move their money. It was a technology-driven form factor. Instead of thinking about technology for technology’s sake, we studied the real consumer pain points in the market.

Execution 8

Execution Software Banking Franchising 8

Skip Prichard

MARCH 3, 2021

Based on four years of global quantitative research, the book explores the tectonic shifts in consumer sentiment that have come about due to extreme technological immersion. This lack of trust extends into the world of technology, as well. Ed Bastian of Delta Airlines comes to mind. We want greater self-sufficiency.

Brand 113

Brand Storytelling Trends Content 113

Harvard Business Review

JUNE 27, 2012

A list of the top 20 banks today contains only seven that were on the list a decade ago. A similar pattern hold for airlines. Did it seem "creative" to Nokia shareholders when the company missed the smart phone wave despite having some of the early technology? Markets change; technology evolves. And for telecom.

Creativity 14

Creativity Long-term Kotter Cost of Capital 14

Harvard Business Review

OCTOBER 30, 2014

One European retail bank, for example, set up “opportunity labs” in its branches and agencies—i.e., Create a technology engine that powers the front lines. Investing in better and more useful technologies is critical for sales to move more quickly and effectively on the leads that marketing can uncover. In some industries (e.g.

Marketing 11

Marketing Guidelines B2C Analysis 11

Harvard Business Review

MAY 15, 2012

BMW falls into this camp, maybe Ritz-Carlton and Emirates Airlines. Apple is an obvious passion brand in the performance-obsessed technology world — maybe the greatest passion brand in the world. At Umpqua Bank, Ray Davis and his colleagues have devised a retail experience that appeals to all five human senses.

Company 11

Company Brand Banking Long-term 11

Frank Sonnenberg Online

JUNE 21, 2021

Change can involve the adoption of new technologies, reengineering, mergers and acquisitions, restructuring, culture blending, or any of a number of other forms. Some won’t mind taking a trip, just not in the direction you’re headed. Others will resist getting in the car at all. For most people, change is a big deal.

Hotels 124

Hotels Stress Resistance Restructuring 124

Harvard Business Review

SEPTEMBER 10, 2014

Banks run automated algorithms to identify potential fraud, websites customize content in real time, and airlines automatically determine how to re-route passengers when weather delays strike while taking into account myriad factors and constraints. Decision making Information & technology Operations'

Company 8

Company Hammer Operations Information Technology 8

Harvard Business Review

APRIL 8, 2015

They are listed below, each with an example: Profit maximization (long-term): A bank offers accounts to students at a special interest rate to attract a segment of customers whose incomes will later increase. Price leadership: A no-frills airline constantly advertises the lowest fares on any route served.

Balanced Scorecard 8

Balanced Scorecard Company Price KPI 8

Harvard Business Review

SEPTEMBER 10, 2014

Banks run automated algorithms to identify potential fraud, websites customize content in real time, and airlines automatically determine how to re-route passengers when weather delays strike while taking into account myriad factors and constraints. This enables predictive analytics to impact the business more deeply.

Company 8

Company Hammer Operations Process 8

Harvard Business Review

JULY 8, 2013

by the cable industry, make up two of the three lowest-scoring categories in the American Customer Service Index (the other is airlines). Customers Strategy Technology' Subscription television services and internet service providers, both dominated in the U.S. But actually doing something about it, well, that''s too scary.

Market Penetration 8

Market Penetration Industry Telecommunications Strategy 8

Harvard Business Review

JUNE 12, 2015

In one of his last presentations as Apple’s CEO, Steve Jobs said his company lived at the intersection of “technology” and “liberal arts.” A century later, Weber still seems on the mark.

Innovation 8

Innovation CEO Benchmarking Airlines 8

Harvard Business Review

MARCH 24, 2011

They paid their executives accordingly, as did the banks, brokerage houses, hedge funds, and private-equity outfits whose share of U.S You might think that, for a retired McKinsey managing director, board memberships at Goldman Sachs, Procter & Gamble, and AMR, the parent of American Airlines, might be enough insiderness.

McKinsey 14

McKinsey Consultative Waterman Intellectual Capital 14

Harvard Business Review

MARCH 14, 2017

How Blockchain Works Here are five basic principles underlying the technology. Best known as the technology behind bitcoin, blockchain enables a ledger of transactions to be shared across a network of participants. How technology is transforming transactions. Distributed Database. Blockchain may just be the answer.

Loyalty 12

Loyalty Customer Loyalty Travel Hotels 12

Harvard Business Review

SEPTEMBER 27, 2018

British Cycling learned from the Royal Ballet to improve how they tour and McLaren to use technology better. British Airways, Steinway and Wedgewood asked the BBC to show how they work and Southwest Airlines ask customers to share their experiences through their blog. Disruptive experts. How can you bring outside expertise in?

Organization 12

Organization Learning-by-Doing Open-book McKinsey 12

Harvard Business Review

MARCH 8, 2018

How technology is changing the design and delivery of care. Like banks, airlines, and retailers, health care providers will need to offer an easy, digital front-end experience to their customers. Without better data, we will know little about the true effectiveness of virtual health care technologies. Insight Center.

Health Care 8

Health Care Retail Strategy Licensing 8

Harvard Business Review

APRIL 25, 2018

Today, monitoring technologies are increasingly inexpensive—and staggeringly expansive. These technologies run the gamut, from body-worn cameras and closed-circuit televisions, to traceable identification cards and keystroke trackers. This has made it easier than ever for managers to intensively monitor employees at work.

Travel 9

Travel Airlines Transportation Call Center 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? In 2015, consumers will begin to see SVPA technology baked into their mobile phones. Where/how are people stuck?

Trends 8

Trends Retail Learning-by-Doing Banking 8

Harvard Business Review

DECEMBER 13, 2016

When I first joined BNP Paribas Fortis, for example, two younger and more dynamic banks had just overtaken us. The bank was using a project management tool, but the lack of discipline in keeping it up to date made it largely fruitless. Every organization needs what I call a “hierarchy of purpose.”

Project 8

Project How To Objective Efficiency 8

Harvard Business Review

APRIL 27, 2015

The best, like American Airlines, make it feel natural. The energy, finance, and technology sectors tend to tweet using a male-biased tone of voice. American Airlines again provides a good example. The algorithm is able to infer gender based on language. Social media is merely the most public and obvious means to measure it.

Company 8

Company Airlines Brand Analysis 8

Harvard Business Review

SEPTEMBER 12, 2012

But too many major companies — Bank of America, Sports Authority, United Airlines, Best Buy, and Walmart to name just a few — that need to get it, don't.

Strategy 18

Strategy Disaggregation Reis eBook 18