Chart Your Course

OCTOBER 27, 2014

A recent Bain Capital Customer Loyalty study found that consumers are four times more likely to do business with a company that provides good customer service versus a competitor that offers a lower price. Retention Is Key. Live Chat Online. Customers always have and will be the most valuable asset of every successful business.

Quality 182

Quality Succession White Paper Customer Loyalty 182

Jesse Lyn Stoner Blog

APRIL 3, 2012

And he was confident that he had put together the right leadership team to take them there. Consider the seamless transition at Southwest Airlines when Herb Kelleher stepped down as president because the vision had been internalized through out the company. Personality is not the issue. And when they leave, the magic disappears.

Airlines 228

Airlines Loyalty Motivation Strategy 228

Lead from Within

JUNE 9, 2018

” Branson believes if he had said, “Oh, I am a businessman,” he would never have gone into the airline business. Once you invest in them, they will most often repay that investment many times over with their hard work, loyalty, and admiration. THE LEADERSHIP GAP. A Leadership Manifesto: A Guide To Greatness.

Succession 135

Succession Learning-by-Doing Airlines Career 135

The Practical Leader

FEBRUARY 13, 2012

These are the same managers loudly pronouncing goals of higher employee engagement and increased customer loyalty. They’ll often use another L-word — leadership — in complete ignorance of how their loveless “bottom line” orientation is rooted in pessimism and fear. It’s at the heart of leadership.

Airlines 53

Airlines P&L Collins Leadership 53

Tanveer Naseer

MARCH 12, 2013

Some of you may remember and be familiar with Servant Leadership, which started in the 1980’s and is still practiced by such corporate giants as Southwest Airlines, Aflac and many others. So acknowledgment is truly the foundation of Grateful Leadership and of a culture of appreciation. Any way is a good way!

Power 272

Power Loyalty Bottom-up Learning-by-Doing 272

Eric Jacobson

NOVEMBER 3, 2020

Think of the restaurant industry or the airline industry. Invest in their continuing education, and their value and loyalty will only grow. Mulligan : I don’t think that any of us imagined the speed at which whole industries, and the jobs they provide, would be massively affected.

Skills 65

Skills Company Shaw Crisis 65

Strategy Driven

AUGUST 3, 2016

Lorraine is president of the consulting firm Lessons in Loyalty. As a former 15-year executive with Southwest Airlines, she takes principles and practices she helped develop to companies that strive for better employee engagement and loyalty. You just finished reading How to “Zap” Executives Out of Their Comfort Zone !

Execution 50

Execution Tactics How To Loyalty 50

Eric Jacobson

FEBRUARY 1, 2021

Think of the restaurant industry or the airline industry. Invest in their continuing education, and their value and loyalty will only grow. Mulligan : I don’t think that any of us imagined the speed at which whole industries, and the jobs they provide, would be massively affected.

Skills 50

Skills Company Shaw Crisis 50

Strategy Driven

JANUARY 17, 2014

When we had the opportunity to conduct customer research for United Airlines (2008) we learned that customers expect a certain lack of control when flying, and that telling a customer he/she can ‘control’ the experience is a turn-off since it isn’t true. All airlines are the same, except for their people.

ROE 50

ROE ROI Letter Airlines 50

Strategy Driven

MARCH 4, 2013

Ever get poor service at an airline? It happens because the people who work at the airlines are undertrained, poorly managed, feel put upon by their management and their leadership, underpaid, rarely if ever praised, and are exposed to constant customer complaints. What’s your proactive marketing approach to loyalty?

Airlines 50

Airlines Loyalty Customer Loyalty Training 50

Strategy Driven

MARCH 24, 2014

When customers are happy and feel valued, it creates a loyalty-base of customers AND employees. MIXED RAP: American Airlines, Goldman Sachs, JC Penney, DISH Network. All airlines are the same, except for their people. Concentrating on customer value also has a positive internal effect. Profit is way more than money.

Reputation 51

Reputation Airlines Loyalty Customer Loyalty 51

Coaching Tip

FEBRUARY 23, 2012

The answer is for organizations to develop the institutional frameworks to replace traditional structures and forms of governance and establish a more human operating system in which governance, culture and leadership systems are harmonized and synchronized. 4) Seek to inspire, not just motivate. 5) Invest in culture rather than governance.

How To 110

How To Airlines Media Innovation 110

The Practical Leader

OCTOBER 24, 2011

Southwest Airlines, Wal-Mart, IBM, ING, 3M, and Proctor and Gamble are some of the adaptive cultures providing insights to the enduring success growing from their highly effective cultures. leadership, recognition, job opportunity, personal development). Heskett uses his Culture Cycle model to prescribe the role of leadership.

Heskett 49

Heskett Kotter Books Review 49

Strategy Driven

OCTOBER 21, 2013

Do you understand it’s ALL about customer loyalty (not customer satisfaction)? Then define what is memorable and how everyone can achieve memorability with daily interactions (Southwest Airlines does it with friendly people and humor). What actions are you willing to take? What investment are you willing to make?

Customer Loyalty 64

Customer Loyalty Reputation Loyalty Competitive Advantage 64

Harvard Business Review

OCTOBER 21, 2015

Walmart recently lost $20 billion in market cap in one day, in part because its leadership admitted it needs to invest more into its e-commerce operations. When you think about it, internet retail today is similar to the airline market before frequent flyer programs were introduced. They were popularized by American Airlines in 1982).

Airlines 8

Airlines Retail Loyalty Price 8

Strategy Driven

FEBRUARY 4, 2013

Southwest Airlines is anything but politically correct. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Politics 50

Politics Customer Loyalty Airlines Creativity 50

Strategy Driven

JUNE 30, 2014

Power and Associates gives ‘customer satisfaction’ awards to airlines. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

Skip Prichard

OCTOBER 21, 2019

Thirty Lessons I Learned About Leadership. Leadership is a lifelong journey through different experiences every day. This chapter offers thirty lessons as a reflection of my leadership experience. Leadership Tip: Learn how to make small steps while dreaming big. Leadership is not a dictatorship. Oleg Konovalov.

Leadership 87

Leadership Diversity Learning-by-Doing Licensing 87

Strategy Driven

OCTOBER 29, 2012

Blackberry, American Airlines, Barnes & Noble, Microsoft, and Tiger Woods to name a few. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Here are 5.5

Brand 50

Brand Reputation Customer Loyalty Industry 50

Steve Farber

AUGUST 10, 2010

We need something specific from the other person–an airline ticket, or lunch, or help with a question. In Fifth Floor relationships, vulnerability, authenticity, trust, and loyalty are off the charts. Technorati Tags: greater than yourself , It's Not Just Who You Know , leadership , relationships , Tommy Spaulding.

Letter 80

Letter Long-term Open-book Learning-by-Doing 80

CO2

JUNE 29, 2010

We believe the strength of any team is in the followers and there can be no leaders without followers, but the vast majority of research to date has focused on the leadership side of this equation. It is worth keeping in mind that some jobs have clear leadership requirements; virtually all jobs have followership requirements.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Harvard Business Review

DECEMBER 20, 2016

Good leadership certainly helps, but more often than not, the organization will revert to business as usual. The airline industry has experienced great volatility from deregulation, takeovers through mergers and acquisitions, and, as always, unpredictable forces of nature. Unlocking Energy. It’s not for everyone.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

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. Loyalty is paid for one way or another.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

JULY 16, 2013

Storydoing companies create fierce loyalty and evangelism in their customers. The story is understood and cared about by senior leadership outside of marketing. This list spans seven business categories: retail, entertainment, food and beverage, electronic payments, consumer electronics, airlines, and IT services/products.

Storytelling 8

Storytelling Company Marketing Strategy Media 8

Strategy Driven

FEBRUARY 9, 2015

Power gives the customer satisfaction award to an airline, what could the category possibly be? Accounting can play a major role in customer loyalty. Return on leadership. Relate Articles: All airlines are the same, except for their people. Let’s get real here, when J.D. Least crappy? The accounting department people.

ROI 50

ROI Customer Loyalty Airlines Loyalty 50

Harvard Business Review

OCTOBER 24, 2011

I've written before about not-so-random acts of kindness that humanize companies and offer an uplifting alternative to a demoralizing status quo. Nobody is opposed to a good bottom-line deal," I concluded at the time.

Uncertainty 15

Uncertainty Business Model Industry Airlines 15

Harvard Business Review

APRIL 8, 2015

Profit maximization (short-term): A shipping company increases freight rates by 50% to benefit from a capacity shortage in the market, even though doing so will strike customers as exploitative and damage loyalty. 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

MAY 15, 2012

If you've spent any amount of time in executive retreats or leadership off-sites, you've probably been asked to participate in a familiar evaluation of your career and impact. BMW falls into this camp, maybe Ritz-Carlton and Emirates Airlines. Take twenty minutes," a facilitator will say, "and write your professional obituary.

Company 10

Company Brand Banking Long-term 10

Skip Prichard

OCTOBER 14, 2019

Although none are perfect, they operate in a way that generates engagement and fulfillment for their employees, delight and loyalty for their customers, positive contributions to their communities and to the environment, and excellent returns for their owners and investors. The results of John Ratliff’s healing leadership have been dramatic.

How To 82

How To Simon Learning-by-Doing Organization 82

Harvard Business Review

FEBRUARY 1, 2013

Think Apple, or Southwest Airlines, or for a more recent example, Zipcar. At Level 3, you engage the customer emotionally, which strengthens loyalty and retention. Significantly (and ironically) companies that reach Level 2 often remove features or functionality that competitors provide. And here's where it gets interesting.

Social Capital 9

Social Capital Review Software Marketing 9

Leading with Trust

DECEMBER 15, 2019

Supporting team members in this way is a powerful demonstration of love and a powerful way to build loyalty with team members. You share the example of Herb Kelleher and Southwest Airlines as models of love in action and the success it brings. The leader could certainly refer that customer to a competitor who would take care of them.

Long-term 65

Long-term Self-aware Short-term Bureaucracy 65

Harvard Business Review

SEPTEMBER 27, 2016

Or, as an airline CEO reflected in a recent conversation with us, “In any company I’ve been in, there haven’t been very many people who are capable of standing back and making the complicated things very simple. . Deep customer loyalty is born of the infinite decisions required to get these details right.

CEO 8

CEO Class Chief Executive Officer Strategy 8

Harvard Business Review

AUGUST 16, 2016

.” And yet the lean startup methodology, born in Silicon Valley as a way for startups to tune in to customer needs with limited resources, has been gaining major momentum inside big companies like General Electric, Alaska Airlines, Telefonica, 3M, and W.L. ’ Sometimes you need to be reminded of that.”

Company 8

Company Airlines Ries Survey 8

Harvard Business Review

AUGUST 18, 2011

To maintain high worker morale, productivity, and loyalty in such a diverse and changing conditions, IBM has placed new emphasis on the "resources" component of HR in four directions. To maintain its leadership position, the company has been willing to experiment with bold new methods.

Learning Curve 13

Learning Curve Globalization Airlines Training 13

Harvard Business Review

JUNE 26, 2017

Ask people how to develop a good corporate culture, and most of them will immediately suggest offering generous employee benefits, like they do at Starbucks, or letting people dress casually, as Southwest Airlines does. How you operate on the inside should be inextricably linked with how you want to be perceived on the outside.

Brand 8

Brand Company Operations Merchandising 8

Harvard Business Review

JUNE 7, 2016

They pursue what our colleague and loyalty expert Fred Reichheld calls “bad profits” : efforts to extract more money from customers without offering them additional value, making them feel coerced, deceived or misled (think airline baggage fees or excessive banking penalties).

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8

Strategy Driven

MARCH 11, 2011

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. It demanded blind loyalty, hired ISTJ personality types for support and rewarded dogmatic sales types for trading deals. Congressional Hearings. He has advised two U.S.

Strategic Planning 57

Strategic Planning Committee Golden Handcuff Media 57