Modern Servant Leader

DECEMBER 30, 2022

There are leadership lessons in Southwest Airline’s fall from grace. The company has been a servant-leadership darling since it’s inception and co-founder Herb Kelleher applied the principles for decades before stepping down as CEO in 2001. Overscheduling All airlines overbook their flights. Failing technology.

Airlines 130

Airlines Leadership Short-term Long-term 130

Michael Lee Stallard

NOVEMBER 16, 2014

Establishing a culture office or center that reports to the CEO and promotes connection is a best practice. For example, Southwest Airlines has a Culture Office that reports to the CEO. The Culture Office has 30 people and is responsible for promoting Southwest’s culture.

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Airlines Committee CEO Report 286

CEO Insider

MAY 22, 2019

23 Airlines That Have Gone Out of Business: Report 2018-2019. With the sudden collapse of Icelandic budget airline Wow Air and India’s Jet Airways in mind, we at the CEOWORLD magazine decided to compile a list of airlines that went out of business since January 2018 until the present day. CEOWORLD magazine.

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Airlines Report Magazine Budgeting 70

Lead Change Blog

OCTOBER 8, 2020

I recently did a Zoom interview with the CEO of a high-tech company who directly or indirectly reminded me several times during our thirty-minute interview that he was the CEO. Love Employees and Customers More Than the Scoreboard. It gave me a chance to casually interview Herb. “What drives you to do your best every day?

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Power Airlines COO Bottom-up 319

Leading Blog

OCTOBER 1, 2023

Know What Matters : Lessons from a Lifetime of Transformations by Ron Shaich Ron Shaich, founder and former CEO of Panera Bread, is a business visionary who has been part of building three iconic restaurant brands: Au Bon Pain, Panera Bread, and now Cava. They move fast and fix things. It turns out that it's not. The next day he was fired.

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Books Leadership Executive Coaching Learning-by-Doing 278

Leading Blog

FEBRUARY 8, 2019

The first story tells of an experience he had on the soon to be defunct Eastern Airlines (they went bankrupt in 1991). The financial analysts were certainly reading those statements, and probably explaining the airline’s problems in terms of load factors and the like. Eastern Airlines went belly up because of those scrambled eggs.

Management 275

Management Airlines Mintzberg Advertising 275

Eric Jacobson

MAY 21, 2013

If you''ve flown Southwest Airlines you know they''re tops in airline customer service, driven by a leadership style that creates a company-wide culture where all employees own that culture. Eric Jacobson on Leadership and Management Southwest Airlines Customer Retention Customer Service Customer Value'

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Airlines Committee Leadership Styles Magazine 97

Leading Blog

JANUARY 16, 2023

Years ago, we engaged with a CEO in the mattress industry who wanted to know how he could create real brand distinction and drive more retail traffic in such a highly commoditized category. The mattress CEO was relentless about doing right by customers, and this made him very particular about who he hired and how they were trained.

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Brand Advertising Marketing Strategy Competitive Advantage 288

Eric Jacobson

OCTOBER 16, 2011

I always look forward to my flights on Southwest Airlines. That's because I get to read Gary Kelly's (Chairman, President and CEO) monthly column in the airline's in-flight magazine. This month, Kelly speaks to Southwest's Core , a core of values and company culture principles that leaders should emulate.

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Airlines Magazine CEO Company 72

Tanveer Naseer

MAY 30, 2017

Now, in the case of Pepsi and United Airlines, the typical focus tends to be on them being examples of failures in crisis communication. Indeed, in each case, we see a glaring omission between the actions of these CEOs and what real leaders are expected to do.

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Organization Airlines Learning-by-Doing Examples 279

First Friday Book Synopsis

DECEMBER 10, 2013

So, American Airlines wants to be the best airline in the world. Randy''s blog entries'

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Airlines Objective CEO Blog 95

Lead Change Blog

MAY 20, 2021

The true story is a part of the Southwest Airlines folklore—stories you would retell around the corporate campfire. The PR team elected to pass this complaint letter in response to then CEO Herb Kelleher with a bit of background about the never-happy customer. In less than a minute, Herb penned a quick note to the customer.

Leadership 226

Leadership Airlines Letter Audience 226

CEO Insider

MARCH 11, 2020

Alpha Aviation Group is the premier global provider of pilot training for airlines, as well as the only flight school in the Philippines that’s ISO 9001:2015 accredited. Bhanu Choudhrie is the Founder and Director of Alpha Aviation Group Ltd., a rapidly growing subsidiary of his private equity firm C & C Alpha Group.

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Airlines CEO Globalization Training 58

Eric Jacobson

JUNE 19, 2012

Yesterday, Southwest Airlines celebrated its 41st anniversary. Chairman, President and CEO, Gary Kelly, shares some insights into the airline' culture in the June issue of the airline’s in-flight magazine. If you have been following my blog for the past year you know I’m a big fan of Southwest.

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Airlines Examples Magazine Follow-up 56

The Practical Leader

JUNE 23, 2021

In his book, Lovemarks: The Future Beyond Brands , Kevin Roberts, CEO of the global advertising agency, Saatchi & Saatchi, explains that fads attract, but without love, it’s a passing infatuation. That’s particularly true in the airline industry. Airline revenues collapsed while fixed costs stayed high.

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Airlines Fixed Costs Collins Video 64

Lead Change Blog

AUGUST 26, 2021

“Don’t ever hire someone you’d be reluctant to hug,” a highly successful CEO shared with a group of new managers. This CEO was not speaking of the workplace as a country club or fraternity house. Horst would advise, “It also means how we treat our associates, not just our guests.”

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Bond Hotels Leadership Competitive Advantage 317

Mills Scofield

APRIL 14, 2019

And certainly, proactively notifying airlines and pilots that new training was required should have been a no-brainer. all the way across and up to the CEO. Boeing, FAA, airlines, …) In your business, with your products or services, what are you assuming will ‘fix the problem’? design teams, to procurement, supply chain, etc.

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Software Supply Chain Airlines Leadership 173

Lead Change Blog

MARCH 8, 2018

When we completed the first draft of Servant Leadership in Action we sent it to Steve Piersanti, founder and president of Berrett-Koehler Publishers, and asked for his feedback.

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Leadership Servant Leader Simon Airlines 210

Eric Jacobson

MARCH 28, 2011

If you've flown Southwest Airlines you know they're tops in airline customer service, driven by a leadership style that creates a company-wide culture where all employees own that culture.

Airlines 66

Airlines Committee Leadership Styles Magazine 66

Leadership Freak

JULY 7, 2012

Image source The first thing Jim Parker, former CEO Southwest Airlines, said when I asked him to share the advice he most frequently gives leaders is, “Be yourself.” “I’m I’m just being me,” can, however, mask stubbornness, resistance, and justify mediocrity. On the other hand, adapting is essential to long-term success.

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Airlines Long-term How To Resistance 195

Leadership Freak

DECEMBER 27, 2012

The former CEO of Southwest Airlines, Jim Parker, told me, “Don’t set artificial goals for yourself.” Begin with noble ends: Leadership is about people. Set people goals. Production and profitability are useful and necessary but never enough. Increasing profits by 6% is important but not noble.

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Goal Airlines CEO Productivity 227

Mills Scofield

MAY 5, 2015

Some of today's top CEOs were history, political science, sociology, chinese and music majors in college. They are leading global airline, chemical, healthcare, pharmaceutical, and financial companies, among others. And if you’re still not convinced, just remember, the CEO of Goldman Sachs is a government major.

CEO 70

CEO Microfinance Class Pharmaceuticals 70

Lead Change Blog

OCTOBER 15, 2014

Max was for many years the CEO of Herman Miller, the company that manufactured my desk chair. Zappos founder and CEO Tony Hsieh spends several hours of most weeks in the call center taking calls from customers. It is a tradition started by founder and former CEO Herb Kelleher who was a master voice-touch connector.

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Leadership Rogers Airlines Open-book 300

HR Digest

SEPTEMBER 2, 2021

The White House wants CEOs to lead in the fight against the highly contagious delta variant of the coronavirus. While growing number of CEOs are in favor of requiring workers to be vaccinated, the rest are gauging if the time is right to change their vaccination policies in the workplace without standing out from the crowd.

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Company Offshoring Airlines Banking 98

Eric Jacobson

DECEMBER 3, 2009

If you've flown Southwest Airlines you know they're tops in airline customer service, driven by a leadership style that creates a company-wide culture where all employees own that culture.

Airlines 50

Airlines Committee Leadership Styles Magazine 50

Mills Scofield

MAY 5, 2015

Some of today's top CEOs were history, political science, sociology, chinese and music majors in college. They are leading global airline, chemical, healthcare, pharmaceutical, and financial companies, among others. And if you’re still not convinced, just remember, the CEO of Goldman Sachs is a government major.

CEO 70

CEO Microfinance Class Pharmaceuticals 70

Michael Lee Stallard

MAY 4, 2011

Our conversation occurred as part of the Tandy Executive Speakers Series that featured CEOs of outstanding companies such as Nieman Marcus, Southwest Airlines and The Container Store. Homer Erekson, Dean of TCU’s Neeley School of Business.

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Airlines Video CEO Innovation 252

Women on Business

SEPTEMBER 7, 2012

RyanAir CEO Michael O’Leary made headlines this week when he argued that a customer in Spain deserved to pay $380 for having RyanAir print a boarding pass. Having lived in Europe for five years and being a patron of RyanAir, I can see why my impression of the airline was dead on and here are the lessons that I took from O’Leary’s statement.

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Airlines Policies Reputation Business Model 223

Women on Business

SEPTEMBER 7, 2012

RyanAir CEO Michael O’Leary made headlines this week when he argued that a customer in Spain deserved to pay $380 for having RyanAir print a boarding pass. Having lived in Europe for five years and being a patron of RyanAir, I can see why my impression of the airline was dead on and here are the lessons that I took from O’Leary’s statement.

Airlines 223

Airlines Policies Reputation Business Model 223

Mills Scofield

APRIL 14, 2019

And certainly, proactively notifying airlines and pilots that new training was required should have been a no-brainer. all the way across and up to the CEO. Boeing, FAA, airlines, …) In your business, with your products or services, what are you assuming will ‘fix the problem’? design teams, to procurement, supply chain, etc.

Software 91

Software Supply Chain Airlines Leadership 91

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

Lead from Within

APRIL 14, 2020

Recently the CEO of Southwest Airlines took a 10 percent pay cut to help their employees out. If they need financial support to help them through, be creative in finding ways to provide it, and if money needs to come from somewhere, take it from the top. Make sure you’re ready for an economic downturn.

How To 218

How To Airlines Uncertainty Creativity 218

Eric Jacobson

JANUARY 27, 2024

Brad Jacobs’ new book provides you a treasure-trove of leadership lessons from a man with more than four decades of CEO and serial entrepreneur experience. So, even if you don’t envision yourself wanting to earn a billion dollars, don’t pass up reading Jacob’s, How To Make A Few Billion Dollars.

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Entrepreneur Leadership Self-aware IPO 73

CEO Insider

MARCH 12, 2020

Airlines are cutting flights. The sky is falling. The stock market is in total upheaval. Schools are closing. Major sporting events, political rallies, conventions, and meetings are being canceled. Hotels and cruise ships are virtually empty. And as a sure sign of the apocalypse, Ireland has canceled their annual St. Patrick’s Day parade.

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Airlines Hotels Sports Politics 103

Steve Farber

APRIL 13, 2017

A Lesson from the Un-Friendly Skies of United Airlines. The ensuing bad PR caused United Airlines’ stock price to plunge by 10%, costing shareholders $180 million along with nearly 17 million negative views on YouTube (as of this write-up). One would think United Airlines learned their lesson from that PR fiasco.

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Airlines PR Taylorism Taylor 74

First Friday Book Synopsis

OCTOBER 1, 2013

Bob''s blog entries "five strategic arts" The Art of Possibility and Southwest Airlines) CEO David Neeleman Coach John Wooden of U.C.L.A Dell Earl Bakken Fortune Magazine Grameen Bank Herb Kelleher Intel JetBlue Airlines Medtronic Raymond T. Yeh Singapore Southwest Airlines Stephanie H.

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Airlines Books Review Banking 75

Skip Prichard

JANUARY 14, 2020

As someone who has spent their career going inside organizations that do customer service extremely well – from Nordstrom, USAA, Southwest Airlines, Zappos , L.L. Southwest Airlines creatively spells words such as “luv” in its mission statement and internal documents. She asked for my address and mailed me her own copy of Nuts!

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Airlines Mission Statement Customer Loyalty Mayo 108