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Women on Business

The Servant-Leadership Times They are a Changin

Modern Servant Leader

Honestly, when you think of business in New York City, does it scream, “ethical business values”? Companies like Starbucks, Southwest Airlines, Marriott International, REI and more demonstrate the compelling benefits of servant-leadership while leading their industries.

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Featured Leading Voice: Chip Bell

Lead Change Blog

Helping the CEO of Southwest Airlines launch a best-selling book. ” As for advice he would give, he believes schools should teach ethics.

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How to Become Truly Social

Coaching Tip

Consider how Southwest Airlines flight attendants are free to flex their creativity and sense of humor when walking passengers through safety procedures; their individual personalities bring an uplifting jolt to a mundane process. Sticking with Southwest Airlines, why do their flight attendants entertain their passengers? Books Business Coaching Ethics Web/Tech Weblogs Dov Seidman How social networksBy Guest Author Dov Seidman.

Preview Thursday: The 9 Dimensions of Conscious Success

Lead Change Blog

My father worked for United Airlines in a variety of executive positions, rising up to becoming the assistant to the president. The point is that I was fortunate to have a great influence from my parents about basic behaviors (how to “show up” in life), work, and a work ethic. We are pleased to present this excerpt from The 9 Dimensions of Conscious Success by David Nielson. Impact Must Equal Intent. Nothing of me is original. I am the combined effort of everyone I’ve ever known.

10 Penalties That I Would Call if I Were a Management Referee

Great Leadership By Dan

Just like those NFL-like referees that roam the airports in the Southwest Airlines commercials throwing penalty flags for bag fees and poor customer service, these referees would patrol the workplace looking for flagrant management malpractice violations.

Fond Memories: 3 Ways to Be Remembered as a Leader

Great Leadership By Dan

And you demonstrate the work ethic that will push your company to reach its goals. The Power of Company Culture draws on real-life examples to reveal how organisations including Google, 3M, Zappos, Apple, General Motors and Southwest Airlines have successfully built their outstanding cultures.

Like It or Not, “Smart Drugs” Are Coming to the Office

Harvard Business Review

Because these drugs are — for the most part — safe, effective, and easy to get, they pose several ethical challenges for both workers and organizations. As the CEO of an airline, would you prefer to have a pilot on drugs if it decreased the probability of accidents?

Interview with David McCuistion of Vanguard Organizational Leadership (VOL)

Modern Servant Leader

On a recent flight on Southwest Airlines, I read in their magazine an article by the current CEO of Southwest, who stated they make it a practice of hiring people with a “Servants Heart.” ” What greater testimony to the greatness of Servant Leadership than from the leading airline company in business today, as well as from a leader in the most elite combat organization in the world.

Real-world examples of customer service

Lead on Purpose

I then called Delta Airlines to cancel our flights.

A Penny for Your Privacy?

Harvard Business Review

We sell our privacy to the airlines when we download an airline app to our smartphones to receive better customer service. Ethics Social mediaWe've become a society used to the idea of giving up some amount of privacy in exchange for a service or discount. We understand that free services like Facebook have a catch that involves exchanging our personal details for something in return, in this case, a platform that enables us to connect with anyone and everyone.

A Penny for Your Privacy?

Harvard Business Review

We sell our privacy to the airlines when we download an airline app to our smartphones to receive better customer service. Ethics Social mediaWe've become a society used to the idea of giving up some amount of privacy in exchange for a service or discount.

The Values Proposition: Do Small Things with Great Love

Harvard Business Review

Earlier this year, for example, a Southwest Airlines pilot delayed a flight from Los Angeles to Tucson to accommodate the needs of a distraught grandfather who was racing to the hospital bedside of his toddler grandson, the victim of criminal abuse. Ethics LeadershipThe world confronts vast uncertainty, from unrest in the social climate to accelerating shifts in the climate itself.

Never Lie About Who You Really Are

Harvard Business Review

But if everyone at a crummy airline, for example, had the same zero-tolerance for bad customer service as a lesbian has for lying about the fact that she's married to a woman, it wouldn't be a crummy airline for long. EthicsYesterday was my 12-year anniversary of being with my partner, Jimmy. I called a florist, and a nice woman picked up. I told her, "It's my anniversary, and I want to send roses." I know she's thinking the roses are going to a woman.

Maritz Study on Employee Distrust for Leadership

LDRLB

My company’s leaders are completely ethical and honest. I think of some of the draconian measures United Airlines took a few years ago when they were on the cusp of bankruptcy, like eliminating worker pensions. Maritz Research recently released the results of a survey they conducted on trust in the workplace. Their study suggests that trust is in bad shape. I interviewed Rick Garlick of Maritz about the study. My interview with Rick is directly below his brief bio.

The Tempting of Rajat Gupta

Harvard Business Review

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. Consulting Ethics Organizational cultureAs anyone with the slightest interest in the consulting business knows by now, the SEC has brought civil charges against Rajat Gupta in the Galleon insider-trading case.

The Big Picture of Business – What Business Must Learn: Putting.

Strategy Driven

How much further should we extend ethics? Sadly, many of the perpetrators did not see lapses in ethics… it was legal and just business to them. By maintaining an awareness of further changing environments, there are further opportunities to be successful, ethical and move ahead of the competition. Yet, most CEOs were never trained on how to be CEOs, with all the responsibility, people skills, leadership and ethical management that must go along with the job.

Why Your Customer Loyalty Program Isn’t Working

Harvard Business Review

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.” Who is truly more valuable to an airline or hotel chain?

Followership : Blog | Executive Coaching | CO2 Partners

CO2

Moreover, ethical followers can help leaders avoid making questionable decisions and high performing followers often motivate leaders to raise their own levels of performance.

Cast the Net Wide – Make the Most of Your Promotional Time and.

Women on Business

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.

The Big Picture of Business – Business Lessons to be Learned from the Enron Scandal

Strategy Driven

In my opinion, deregulation, as a whole, has worked negatively upon business and society (banking, airlines, trucking, and broadcasting), and the SEC is no exception. Enron did not demand enough accountability, fairness, ethics and operational autonomy from its outside auditor.

Two Words to Help You Gut Check Your Career

Harvard Business Review

As a child I felt no particular interest in pharmaceuticals, telecommunications, computers, oil and gas, health and beauty aids, medical devices, airlines, or shipbuilding, all of which I’ve simulated or war-gamed. I love my career in competitive strategy, research, and teaching.

How Do You Know a Great Person When You See One?

Harvard Business Review

The Times calls it "the admissions equivalent of speed-dating": nine eight-minute conversations about an ethical dilemma, on-the-spot decisions, even health-care policy that aim to capture who candidates are, not just how smart they are. "We No company that I know of is better at testing for character than Southwest Airlines, which just published a fantastic special report on the ideas and practices that have allowed it to thrive for 40 years.

3 Questions About AI That Nontechnical Employees Should Be Able to Answer

Harvard Business Review

People do not need to know how to fly a plane to be able to spot sensible new airline routes. If employees have thought about proper ethical limitations of AI, they can be important guards against its misuse. Taylor Callery/Getty Images. Articles about artificial intelligence often begin with an intention to shock readers, referencing classic works of science fiction or alarming statistics about impending job losses.

The Most (and Least) Empathetic Companies

Harvard Business Review

Businesses are more profitable and productive when they act ethically, treat their staff well, and communicate better with their customers, according to the latest Lady Geek Global Empathy Index. American Airlines. HBR STAFF.

Let Your Customers Segment Themselves by What They’re Willing to Pay

Harvard Business Review

But charging different customers different prices for the same or a similar product or service is tricky for reasons having nothing to do with ethics. What the airlines want to do is fill underutilized planes with cheap tickets that are unattractive to high-paying customers.).

Are Business Schools Creating Higher-Ambition Leaders?

Harvard Business Review

Higher-ambition leaders are able to integrate multiple business disciplines (strategy, ethics, marketing, finance and so on) into a coherent, systemic approach for building a great company. Southwest Airlines, for example, does not lay off employees during difficult economic times because its purpose is to care for employees just as much as it cares for customers. For over 30 years I worked as a business school professor educating thousands of MBAs and executives.

Watching Wise Leaders Deal With Complexity

Harvard Business Review

Mackey told us in our interview that he believes that in recent decades, capitalism has lost its ethical mooring and that the explosion of corporate scandals is evidence of this drifting. Aiming to fortify the ethical foundation of capitalism and reconnect corporations to their noble purpose, in 2007 Mackey initiated — along with Dr. Raj Sisodia at Bentley University — the conscious capitalism movement.

We Took a Vote. You're Fired.

Harvard Business Review

Ethical Quandaries. Even more disturbing, one in six say they''ve been personally bullied into doing something counter to their ethical values or their customers'' interests. If the World Were Run Like Airlines (Wall Street Journal) Water, Public Transportation, and the Future of Los Angeles (Pacific Standard) Brazilians Spend as Much as 26 Percent of Their Income to Ride the Bus (Atlantic Cities). Leave Your Title at the Door.

The Case for Trash-Talking at Work, According to Research

Harvard Business Review

When the builders encountered some technical difficulties while trying to erect the wheel, Richard Branson, the mercurial founder of rival airline Virgin Atlantic Airways, seized the opportunity. However, these same trash-talking messages may prove disruptive for creative tasks, and they may prove to be particularly harmful when you need to make sure your employees do not cut ethical corners. Afanasia/iStock.

Creating a Culture of Unconditional Love

Harvard Business Review

As Peter Drucker put it, “culture eats strategy over breakfast” Just take a look at Southwest Airlines, the company which saw the greatest value expansion in the S&P 500 between 1971 and 2001.

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Win the Pitch: Tips from Mastercard's "Priceless" Pitchman

Harvard Business Review

Your Credo: These are the values and the belief system to which you subscribe, and/or a shared behavior and code of ethics that you're working within. As a growth officer in my early career with the mad men and women of McCann Ericksson , my mom could never quite grasp what I did for a living.

How IBM Is Changing Its HR Game

Harvard Business Review

Hamilton makes about 15 business trips a year via commercial airlines but he also, on any given day, might be found zooming around the virtual world Second Life with spiky hair and a kilt, holding training sessions with colleagues from a dozen different countries whose avatars might be international superheroes like Monkey King or Captain Vyom.

Customer Reference Programs at The Tipping Point

Harvard Business Review

As CMO Scott Olrich — whose start up firm, Responsys , has landed marquee customers like Southwest Airlines, Whole Foods, LEGO, Harley-Davidson, ESPN and the National Basketball Association — put it at our 2012 Summit on Customer Engagement , "customer advocacy is marketing and marketing is customer advocacy.". That's a bad idea for a lot of reasons: it's not ethical, buyers can see through this, and it's bad for your organization.

Customer Reference Programs at The Tipping Point

Harvard Business Review

As CMO Scott Olrich — whose start up firm, Responsys , has landed marquee customers like Southwest Airlines, Whole Foods, LEGO, Harley-Davidson, ESPN and the National Basketball Association — put it at our 2012 Summit on Customer Engagement , "customer advocacy is marketing and marketing is customer advocacy.". That's a bad idea for a lot of reasons: it's not ethical, buyers can see through this, and it's bad for your organization.

The Tech Trends You Can’t Ignore in 2015

Harvard Business Review

With a $40 billion paper valuation , the simple app connecting drivers to passengers is now worth more than Halliburton Corporation, Aetna, General Mills, Delta Airlines, Kraft Foods, and Charles Schwab. Is your company poised to build the next Uber?

CEOs Need Courage

Harvard Business Review

There are some notable examples of CEOs with courage: In the days following September 11, 2001, Southwest Airlines did not follow its many competitors and lay off tens of thousands of people, thereby keeping intact its record of never having a layoff, or furlough, and building its market share. This blog post is part of the HBR Online Forum The CEO's Role in Fixing the System.