Harvard Business Review

MARCH 28, 2014

As a member of a start-up advisory program, I regularly hear pitches from aspiring technology entrepreneurs. One way I do this is to use what I call the “-er brand” filter. Er brands rely on other products or brands to explain their own. Hyundai is an -er brand. Great brands never settle for being an -er brand.

Brand 9

Brand IPO Marketing Strategy Airlines 9

Harvard Business Review

AUGUST 7, 2018

If consumers start turning regularly to smart speakers for their travel needs, they could end up interacting less and less with traditional airline, hotel, and even online travel agency brands. Or, if travel companies are paying attention, such voice-enabled devices could provide brands with a new front door to the customer.

Travel 8

Travel Industry Hotels Airlines 8

Harvard Business Review

MARCH 11, 2013

Last month, when I tweeted to American Airlines about a delay, no one tweeted back to me and no one realized that the tweet was also from a long-standing AAdvantage Gold member. These brands are missing out by not fully understanding who their customers are. Let's face it: the signal-to-noise ratio is still fairly low among brands.

Brand 9

Brand Advertising Airlines CRM 9

Sales Wolf Blog

NOVEMBER 1, 2010

Michael Haberman, HR Observations : "Hire Attitude vs. Aptitude": A Lesson From Disney - Southwest Airlines is famously known for having a talent management philosophy of "hire for attitude, train for skill"  Disney - another consistently high performing organization - shares that same philosophy towards employee selection.

Blog 157

Blog Middle Management Talent Management Human Resources 157

Harvard Business Review

MAY 17, 2017

The airline industry is a cautionary tale of what happens when companies emulate new business models without bringing over the associated mental models. For over 40 years, Southwest Airlines has been a disruptive force in the airline industry, creating an entirely new category and a record 43 consecutive years of profitability.

Airlines 14

Airlines Strategy Business Model Metrics 14

Harvard Business Review

MAY 28, 2015

Technologies like 3-D printing, robotics, advanced motion controls, and new methods for continuous manufacturing hold great potential for improving how companies design and build products to better serve customers. Why are older incumbent firms slow to adopt new technologies even when the economic or strategic benefits are clear?

Technology 8

Technology Depreciation Christensen Short-term 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. Experts are more important to your brand than fans are.

Brand 119

Brand Storytelling Trends Content 119

Harvard Business Review

JULY 2, 2014

Marketing organizations need to reorient themselves so that they can use their powerful customer-relationship-management technologies to capture and make good use of relationship data and, ultimately, become good relationship partners with consumers. How Sephora Reorganized to Become a More Digital Brand. Marketing'

Proposal 15

Proposal Airlines Brand Marketing 15

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)? An app should establish a strong association with its parent brand.

Stage-Gate 13

Stage-Gate Airlines Brand Loyalty 13

Harvard Business Review

MARCH 10, 2015

Aggressive moves by airlines to migrate frequent flyer metrics from miles flown to dollars spent have caused bargain-hunting road warriors worldwide to whine about “disloyalty programs.” Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Harvard Business Review

SEPTEMBER 11, 2012

airline learned from an internal study that about 10% of the flights into its major hub had at least a 10-minute gap between the estimated time of arrival and the actual arrival time — and 30% had a gap of at least five minutes — it decided to take action. So when a major U.S. When did it actually land?".

Management 8

Management Airlines Supply Chain CTO 8

Harvard Business Review

JUNE 7, 2013

The digital marketer who effectively runs Qantas Airlines'' highly regarded — and very successful — loyalty program has an unusual iPad problem. Flight attendants on Australia''s flagship carrier can now get up-to-the-minute data on the airline''s most elite and valued frequent flyers displayed on their onboard tablets.

Marketing 8

Marketing Airlines Workshop Loyalty 8

Harvard Business Review

DECEMBER 10, 2012

Customers are talking online about your brand at all hours of the day; and so they require round-the-clock convenience, a level of autonomy in how their experience is constructed, and the ability to apply intimate knowledge of their own problems to the task that no service rep can ever match. So, what hasn't changed? More transparent.

FAQ 15

FAQ Construction Technology Airlines 15

Harvard Business Review

JULY 27, 2017

There’s great opportunity in the midst of this change, and brands that stay focused on the big picture stand to gain the most. To thrive in this new landscape, brands must understand that “mobile” no longer means “smartphone apps.” Sponsored by DXC Technology. Insight Center. Think about Airbnb.

Strategy 8

Strategy Metrics Forrester Brand 8

Harvard Business Review

JULY 2, 2014

Marketing organizations need to reorient themselves so that they can use their powerful customer-relationship-management technologies to capture and make good use of relationship data and, ultimately, become good relationship partners with consumers. How Sephora Reorganized to Become a More Digital Brand. Marketing'

Proposal 8

Proposal Airlines Brand Marketing 8

Harvard Business Review

FEBRUARY 4, 2015

They considered HP to be too premium a brand to justify investing resources in defending the low end. 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. One such example is the smartphone’s screen size.

Report 8

Report Disruptive Innovation Banking Insurance 8

Harvard Business Review

MAY 19, 2016

To them, the unit of differentiation is an individual product, service or brand. The heart of differentiation therefore is your company’s ability to develop and promote distinctive products, services, and branded experiences on a consistent basis. which permitted no other card in its popular stores.

IAM 10

IAM Productivity Products Company 10

Harvard Business Review

DECEMBER 9, 2015

This one feature gave users the ability to give something to each other without the brand being directly involved. For brands to seduce the Millennial consumer, they’ll need to differentiate themselves from the traditional advertising methods around banner ads and pre-rolls that I’ve found Millennials typically ignore.

Marketing 8

Marketing Brand Merchandising Advertising 8

Harvard Business Review

SEPTEMBER 21, 2011

While the idea of reaching out to consumers via smartphone apps is clearly not new, companies have been stubbornly hesitant to embrace app technologies. But apps of this type won't differentiate a company in the consumer's view — in fact, they can damage the brand, posing the risk that the company will be seen as a tech laggard.

Brand 11

Brand B2C Market Segmentation Travel 11

Women on Business

JANUARY 24, 2011

When testing ideas are part of the creative process for product, service, or business development, this triangle must be a business priority: To test product, watch prospects interact with it—whether they use a tool, read a book, choose a necklace, or scan an airline ticket. Design stems from USE.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

AUGUST 27, 2015

But what’s more likely is that in order to take full advantage of this new technology, everything will have to change. But what happens when the technology is good enough that accidents can be avoided entirely? What happens when brand stops mattering? The Super Bowl is a great indicator of the importance of brand today.

Automotive 8

Automotive Transportation Brand Efficiency 8

Harvard Business Review

FEBRUARY 3, 2014

It chronicles Steve Jobs’ first public introduction of the brand new Macintosh, which happened in January 1984 at Jonathan’s Society in Boston. In it, he talked about the competitive advantage of Southwest Airlines, Vanguard Group and Progressive Insurance. The whole event was was a cool trip down memory lane.

First-mover Advantage 11

First-mover Advantage Strategy Competitive Advantage Porter 11

Strategy Driven

OCTOBER 21, 2011

Many major companies, such as Southwest Airlines, UPS, Chick-fil-A, Best Buy, Yum! Brands, Room & Board, Starbucks, Ritz-Carlton, Levy Restaurants, Costco, Zappos, and Whole Foods, understand the importance of great employee relations. Use technology to provide quick, efficient customer service.

Learning-by-Doing 62

Learning-by-Doing Price Bottom-up Finance 62

Harvard Business Review

JANUARY 20, 2014

As group president of enterprise growth at American Express, Dan Schulman is trying to expand the brand to serve non-affluent customers who he says are paying too much for existing financial services. It was a technology-driven form factor. We are moving from being an “exclusive” to an “inclusive” brand.

Execution 8

Execution Software Banking Franchising 8

Harvard Business Review

MAY 15, 2012

That's why I've begun to encourage senior leaders of companies, executives who run business units or departments, even mid-level managers who are responsible for a specific brand, to step back and take time (probably much longer than twenty minutes) and write their organization's obituary. What legacy did your company leave in its industry?

Company 10

Company Brand Banking Long-term 10

Harvard Business Review

MAY 9, 2013

Stemming from last month''s Insight Center on visualizing data , I spoke with Linda Boff, GE''s executive director of global brand marketing, about the benefits and challenges of this approach. In trying to do that, the marketing communications brand group is always searching for compelling ways to bring these challenges to life.

Storytelling 9

Storytelling Airlines White Paper Audience 9

Harvard Business Review

JUNE 13, 2014

Consider Southwest Airlines, which shook up the airline industry with its low-cost, high-customer service approach to air travel. But even as we work through these issues, we continue to collaborate on ways technology can transform healthcare, and our role in that.

Health Care 8

Health Care Innovation Airlines Retail 8

CO2

JUNE 29, 2010

The 9/11 terrorist attacks; the Mumbai, Bali, and London Tube bombings; the attempted bombing of a Delta airlines flight in December 2009; and suicide bomber attacks in Iraq and Afghanistan are examples of the personal magnetism of Oussama Bin-Laden and the Al-Qaeda cause. Storage Technology Corporation (“StorageTek”) and U S WEST Inc.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Harvard Business Review

DECEMBER 20, 2016

I’m talking about the superconsumers who are inside your organization, working at every level: the fashionista who works in the mail room at the headquarters of an apparel company, or the finance manager who works for a pork brand and who eats three pounds of bacon in any given week. So find them, ask questions, and let them help you.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

NOVEMBER 23, 2015

Marketing technology, automation, and advanced analytics techniques have now reached the level where effective personalization at scale is possible. This allows brands to shape their customers’ decision journeys, deepen their relationships, and gain a distinct competitive advantage. Competing on Customer Journeys.

Marketing 8

Marketing Content Supply Chain CRM 8

Harvard Business Review

AUGUST 29, 2014

The gist is this: Contractors, known as "brand ambassadors" (these Uber advocates aren''t actually company employees, but that’s a whole other matter), allegedly use their burners to summon Lyft rides. No Fighting, Kids Don’t Want Me to Recline My Airline Seat?

Six Sigma 8

Six Sigma Airlines Tactics Innovation 8

Harvard Business Review

JULY 22, 2016

Airline JetBlue has turned its Twitter account into a highly responsive, 24/7 customer service line. What it does a bit differently is recruit “stylists” who have their own @asos accounts and contribute regularly to the brand’s image feed. British retailer ASOS also maintains a popular Instagram account.

Real Estate 8

Real Estate Business Model Incubator Short-term 8

Harvard Business Review

NOVEMBER 9, 2015

Customer experience has been defined as the quality of all of a consumer’s encounters with a company’s products, services, and brand. A consumer’s impression of a brand is like a mosaic. It’s made up of many individual touch points. Immediate frustration aside, over time these inconsistencies erode loyalty.

CRM 8

CRM Loyalty Software Brand 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. McKinsey notes that since the 1960s, the industries that have sustained the highest average returns are those that “rely on sustainable competitive advantages such as patents and brands.”

ROIC 8

ROIC McKinsey GDP Company 8

Harvard Business Review

AUGUST 11, 2015

Leading technology companies are increasingly soliciting their users to take political action on their behalf to defend controversial business models from regulation, support new programs, and promote their moral values in active political battles. According to the airline’s campaign site , over 50,000 people have signed on.

Politics 8

Politics Real Estate Morale Business Model 8

Harvard Business Review

APRIL 7, 2011

First, sports teams and rock stars often keep prices low as sign of appreciation to their fans, and to generate positive brand equity. Second, these entities don't want to be accused of "taking advantage of their fans," by charging high prices, so they offer lower prices avoid negative brand equity.

Price 12

Price Sports PR Airlines 12

Harvard Business Review

APRIL 11, 2017

Among those that have met that fate in recent months are initiatives at Target, Alaska Airlines, Coca-Cola, the New York Times, and Chubb. Freedom to explore long-term ideas and emerging technologies is important. Three years later, many of these ambitious ventures will have quietly expired without an obituary.

Project 10

Project Innovation Press Release Survey 10