Strategy Driven

AUGUST 14, 2013

And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies. The nightly news shows the weather report, ball scores, stock market numbers and a crawling headline simultaneously on the TV screen. “It’s called doing things!”

Innovation 58

Innovation Strategy Customer Loyalty Loyalty 58

Kevin Eikenberry

JANUARY 22, 2011

Five Keys to Better Decision Making in Meetings Why I Blog Tag Cloud Popular Posts Recent Comments 360 assessment attitude change choice coaching confidence corporate leadership decisions executive leadership expectations feedback goals innovative leadership inspiration leadership leadership activities leadership activity leadership development leadership (..)

Creativity 183

Creativity Workshop Blog Video 183

Harvard Business Review

APRIL 3, 2015

” These case studies are legendary among marketers. For marketers in the digital age, negative customer feedback that takes on a life of its own is a nightmare. But a recent experience made me question some of my assumptions about consumers, “influencers,” and the companies who can make a difference.

Media 8

Media Airlines Travel Brand 8

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

JUNE 13, 2016

Yet the unfortunate side effect of uncompetitive markets is that consumers pay higher prices. Index funds have given millions of people relatively low-cost access to the stock market. That merger led to a significant increase in common ownership between some airlines but not others. Given limited budgets, they buy fewer things.

Banking 8

Banking Hedge Asset Management Airlines 8

Harvard Business Review

APRIL 26, 2011

Companies like Salesforce.com, Philips, and Oracle have appointed chief customer officers, while many other B2B players have embarked on enterprise-wide efforts to improve their marketing, sales, and support interactions. Their findings quickly confirmed that ANA's focus on its customers' customers would benefit the airlines, as well.

B2B 15

B2B Airlines Travel Stage-Gate 15

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. Improve their real-time marketing efforts. Brands like Kellogg's , Stella Artois , and U.S.

Brand 16

Brand Advertising Airlines CRM 16

Harvard Business Review

JANUARY 3, 2017

Retailers such as ALDI and Walmart have used price to position themselves against traditional competitors in their markets, pinching margins all around. Financial asset managers have been out-price-cutting one another in exchange-traded funds in a bid to gain market share. and Europe. Improving perception.

Price 14

Price Retail Discount Tactics 14

Harvard Business Review

SEPTEMBER 29, 2014

In the 1900s, French mathematician-economist Leon Walras envisioned prices in a market economy being set by an auctioneer (since known as the “Walrasian auctioneer”) conducting continuous auctions for all kinds of commodities. Economists and market design. Admittedly, better pricing of options has been a mixed blessing.

Strategy 12

Strategy Black-Scholes Airlines Price 12

Deming Institute

JANUARY 19, 2017

Some surface unpredictably (dress for an out-of-town business meeting after the airline lost my suitcase); some regularly (pack a healthful lunch for my daughter to take to school). We need to pay attention to how our customers use our product and not see that as something outside our sphere of influence. I strongly recommend it.

Deming 28

Deming Christensen System Innovation 28

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. Improve their real-time marketing efforts. Brands like Kellogg's , Stella Artois , and U.S.

Brand 9

Brand Advertising Airlines CRM 9

Harvard Business Review

AUGUST 24, 2017

Might this difference in education influence how CEOs behave when it comes to setting a course and trimming corporate sails? We were interested in how lawyer CEOs might influence firm decision making more broadly — and whether they differ from CEOs without a law degree.

CEO 8

CEO Accrual Accounting Pharmaceuticals Banking 8

Harvard Business Review

APRIL 18, 2011

While many of these executives hold the title of Chief Customer Officer, others go by names like Chief Client Officer (at OptumHealth), Chief Experience Officer (at Cigna), Executive Vice President, Member Experience (at USAA), or Chief Global Customer and Marketing Officer (at Dunkin' Brands). They have power and influence resources.

B2C 14

B2C B2B Forrester Budgeting 14

Harvard Business Review

FEBRUARY 7, 2014

To gain advantage on this leveled playing field, there’s one powerful branding tool that has been generally overlooked — or perhaps undervalued — by most marketers: sound. First, already in competition with airlines, they were beginning to compete with German and Italian railroads. Advertising Branding Marketing'

Brand 10

Brand Advertising B2C B2B 10

Harvard Business Review

DECEMBER 16, 2010

You don't often attend an NFL game to bring home a profound insight about marketing. But that was my good fortune last week at Massachusetts's Gillette Stadium, where 50 or so CMOs and CEOs gathered to discuss the impacts of digital, social, and mobile media on marketing. is an old chestnut of the marketing world.

Forrester 15

Forrester Retail Media CEO 15

Harvard Business Review

DECEMBER 15, 2011

Think of Singapore Airlines' signature scent or the Intel jingle, which is one of the most recognizable sounds in the world. Such marketing efforts leverage the ability of sensation to create brand attachment and drive retail sales.

Merchandising 14

Merchandising Retail Brand Airlines 14

Harvard Business Review

FEBRUARY 1, 2013

As I described in my last post , your prospective customers and buyers increasingly learn about you from their peers — including your current customers — while tending more and more to ignore traditional sales and marketing communications from corporate. Think Apple, or Southwest Airlines, or for a more recent example, Zipcar.

Social Capital 9

Social Capital Review Software Marketing 9

Harvard Business Review

SEPTEMBER 27, 2011

Analysis of company performance shows that over 80% of profitable growth comes not from general market characteristics but from performing better than the other companies in your industry. That's the cold truth even in hot markets. How much more is spent looking for the next hot market?

Self-aware 12

Self-aware Competitive Advantage Airlines Strategy 12

Harvard Business Review

MAY 2, 2011

Rather, they focus on markets (anonymous agglomerations of customers) rather than on any real, living, breathing individual customer. Most recognize that there are no truly mass markets any more. But we must go beyond looking at market segments and niches to embracing the truism that every customer is his own market.

Mass Marketing 11

Mass Marketing Market Segmentation Travel Marketing 11

Harvard Business Review

OCTOBER 3, 2016

Last year, Jeff Smisek, the former CEO of United Airlines, received a separation payment of $4.875 million in cash along with additional equity awards and other benefits for a total of close to $37 million after being ousted from his company. Golden parachutes can’t seem to stay out of the news.

Golden Parachute 9

Golden Parachute Hostile Takeover Airlines Execution 9

Harvard Business Review

FEBRUARY 13, 2014

That is, the people who hold positions of stature within a company’s hierarchy, to whom several individuals report, and whose influence comes in great measure from the positions they hold. It may be a key salesperson, who because of some unique connection with customers exerts a powerful influence on the organization’s go to market strategy.

Development 9

Development Report Leadership Development Budgeting 9

Harvard Business Review

JUNE 29, 2016

We expect the drone market to surge to nearly $7 billion by 2020 globally, driven by regulatory clarification, continuously decreasing component costs, and – most important– ongoing innovation that connects drone capabilities to big-data analytics.

Competitive Advantage 10

Competitive Advantage Company Outsourcing Analysis 10

Harvard Business Review

NOVEMBER 23, 2010

For example, marketing optimizes its activities for its own benefit and the sales and customer service functions do likewise. The end-to-end process of customer acquisition and retention — getting rid of duplicate activities and information across marketing, sales and customer service — isn't touched.

Process 15

Process CEO Operations Banking 15

Harvard Business Review

MARCH 27, 2012

Or, maybe a consumer trend spotted in some European markets could provide an early warning to leaders in North America or to the corporate product development group. That's why Greg Wasson, the CEO of Walgreens hired an experienced executive from the airline industry to sit at his table in a customer experience and loyalty role.

Benchmarking 10

Benchmarking Dunning CEO Airlines 10

Harvard Business Review

SEPTEMBER 23, 2016

The entire industry obsesses each year, even each week, with reports of unit sales of cars, influencing the behavior of auto producers, suppliers, channel partners, industry analysts, and investors. They start in other markets, with other customers, or with stealth incursions into the edges of your market. For years, U.S.

Metrics 8

Metrics Business Model Retail Automotive 8

Harvard Business Review

DECEMBER 4, 2015

We’re an airline,” and a clean, VW-style ad that shows a Jetta with the text: “We’re sorry that we got caught. The market-mechanisms that were thought to be a business-friendly way to cap emissions have failed too — in Europe in large part because they were de-fanged by the business lobby and in the U.S.

PPM 8

PPM Policies Engineering Airlines 8

Harvard Business Review

NOVEMBER 23, 2010

For example, marketing optimizes its activities for its own benefit and the sales and customer service functions do likewise. The end-to-end process of customer acquisition and retention — getting rid of duplicate activities and information across marketing, sales and customer service — isnt touched.

Process 15

Process CEO Insurance Banking 15

Harvard Business Review

OCTOBER 13, 2014

The global sharing economy market was valued at $26 billion in 2013 and some predict it will grow to become a $110 billion revenue market in the coming years, making it larger than the U.S. While it is easy to categorize business as in line with the free market and progressives as anti-market, the reality is far more nuanced.

Business Model 9

Business Model Hotels Venture Capitalist Transportation 9

Harvard Business Review

OCTOBER 18, 2016

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. Executives can sometimes struggle differentiating between key operational and support investments. Investment life-cycle management.

Tools 8

Tools Competitive Advantage Operations Technology 8

Harvard Business Review

SEPTEMBER 7, 2015

People Express, for example, is a business simulator that provides players with a rich inside perspective on starting and managing an airline. Hiring policies influence morale, productivity and turnover, marketing efforts shape demand growth, and competitors fight back.

Seminar 8

Seminar Learning Curve Strategy Comparison 8

Skip Prichard

OCTOBER 21, 2019

All that power and influence should be used to serve people. Business needs more masterpieces as markets are packed with low-value reproductions. The leader is a source of specific energy which influences and drives people. Otherwise, you will get nothing next time if you don’t value what you have. ” -Oleg Konovalov.

Leadership 87

Leadership Diversity Learning-by-Doing Licensing 87

Harvard Business Review

AUGUST 11, 2015

We’re being introduced to a new lever of corporate influence on democracy. OKCupid seeks to position itself in the dating site market as the place where anyone can find a partner, so this moral stance and customer interruption also served to enhance their brand with the rapidly growing population of people who support gay relationships.

Politics 8

Politics Real Estate Morale Business Model 8

Harvard Business Review

MAY 19, 2015

They wanted to hear about Semco, Southwest Airlines, Gore Tex, HCL. Admirers will speculate that those who took the offer were power clingy managers affronted by their loss of influence, or poor performers who had been able to hide behind the fail-safes of hierarchy. They wanted to hear about Zappos.

Management 8

Management Long-term System Delegation 8

Tanveer Naseer

MAY 31, 2016

Among the companies that use this practice are Southwest Airlines, Harley-Davidson, and Whole Foods Market, which have all enjoyed sustained growth after adopting explicit practices of transparency. By following the 10 principles we’ve outlined here, you will give yourself the skill and influence to pave the way for others who follow.

Development 100

Development Argyris Learning-by-Doing Innovation 100

Harvard Business Review

SEPTEMBER 7, 2017

Armed with a hypothesis that the stock market was undervaluing digital, we sought to create the largest known repository of digital data on U.S. Perhaps not surprisingly, American Airlines leads in magnitude for U.S. airlines — but not by as much as you would think. market but a 22% digital share of the U.S.

Airlines 8

Airlines Hedge Metrics Consensus 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. In both the smartphone owner survey and the airline passenger study, for instance, customers clearly articulated the key causes of their displeasure. Let’s recap.

Airlines 8

Airlines Insurance Industry Survey 8

Harvard Business Review

NOVEMBER 5, 2014

However, actions are influenced at the grassroots. Southwest Airlines has prospered by being “the fun low cost airline” and seeks to be nothing else. Apple and Google, of course, have been successful across a variety of market contexts. However, in organizations it is incumbent on leaders to set direction.

Organization 8

Organization Airlines Prahalad Hamel 8