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

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

OCTOBER 12, 2016

However, with technology, digitalization, and artificial intelligence accelerating changes to jobs, the relationships between performance and value become even more complex and yield potentially exponential opportunities for value creation. This is the reason airlines invest in elongated career paths for pilots. Insight Center.

Airlines 8

Airlines Disaggregation Customer Loyalty Competitive Advantage 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

JULY 25, 2014

I decided to test his claim by interviewing current and former C-suite executives, including Bob Crandall, former CEO of American Airlines; David Norton, former CMO of Harrah’s casinos; Will Ethridge, CEO of Pearson Education; and Pat O’Keefe, former CEO of Watts Water Technologies. Encourage employees to monitor rivals, too.

CEO 11

CEO Norton Airlines Short-term 11

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)? Leaders in this space include American Airlines and American Express.

Stage-Gate 12

Stage-Gate Airlines Brand Loyalty 12

Harvard Business Review

DECEMBER 10, 2012

Anticipatory customer service can be accomplished by technological or human means, or both. Providing the kind of customer service and customer experience that will generate loyalty and profits in our technologically altered world isn't a fundamentally different proposition than it was a decade ago, but it's faster. Unforgiving.

FAQ 15

FAQ Construction Technology Airlines 15

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

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. It may seem simple to combine these discrete data sets into one holistic customer profile, but there are major technology obstacles brands need to get past.

Brand 16

Brand Advertising Airlines CRM 16

Harvard Business Review

JUNE 24, 2013

This area of innovation is where mobile payment companies want to play, especially in markets where such technology is less than ubiquitous. For the uninitiated, Square offers two technologies — a card reader for merchants to use, which is called Register, and the other a mobile interface for customers to pay, which is called Wallet.

CFO 8

CFO Loyalty Technology Definition 8

Harvard Business Review

MAY 30, 2014

Southwest Airlines’ decades-long strategy of “short-haul, high-frequency, point-to-point, low-fare service” produced what was not only one of the best-performing airlines in the U.S. For example, deregulation killed off icons in the airline business such as Pan Am and TWA.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

OCTOBER 26, 2012

For example, if you need to build customer loyalty, concentrate on gathering data from post-purchase touch points like customer service logs or responses to up- or cross-sell emails. Traveling cookie" data build a digital footprint of a consumers based on their logins at popular sites (for example, on airline sites or Facebook).

Retail 11

Retail Loyalty Customer Loyalty ROI 11

Harvard Business Review

SEPTEMBER 6, 2012

Apple's recent legal victory over Samsung has prompted an outpouring of worried speculation about the future of technology and design that's almost unprecedented. Bloggers and reporters are pushing this idea from a business- or technology-oriented mindset. This does more than just encourage brand loyalty. It creates love.

Innovation 15

Innovation Supply Chain Short-term Long-term 15

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

NOVEMBER 9, 2015

While a strong customer experience has been shown to produce significant results —more customers, more sales, and more loyalty—many companies still struggle to identify the plan of action that will best achieve them. Immediate frustration aside, over time these inconsistencies erode loyalty. Visual consistency also matters.

CRM 8

CRM Loyalty Software Brand 8

Harvard Business Review

OCTOBER 30, 2014

Create a technology engine that powers the front lines. Investing in better and more useful technologies is critical for sales to move more quickly and effectively on the leads that marketing can uncover. But for all the potential technology provides, it’s important not to lose sight of what the point is.

Marketing 11

Marketing Guidelines B2C Analysis 11

Harvard Business Review

JUNE 12, 2018

Beacons are battery-powered wireless sensors installed in retail stores or event venues that detect nearby consumers who have opted in to alerts through Bluetooth or other technologies and that relay information to consumers’ mobile devices. This can help increase short-term sales as well as build long-term brand loyalty.

Short-term 8

Short-term Brand Long-term Media 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. It may seem simple to combine these discrete data sets into one holistic customer profile, but there are major technology obstacles brands need to get past.

Brand 9

Brand Advertising Airlines CRM 9

Harvard Business Review

APRIL 7, 2014

In the software industry, giants like Microsoft, SAP, Oracle, and IBM have all invested heavily in the cloud technologies that are disrupting software. For a real-world example, just consider the airline industry. Albert Hirschman described this phenomenon in his essay, Exit, Voice, and Loyalty.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Harvard Business Review

DECEMBER 4, 2017

And that’s not just social media accounts; it’s bank accounts, retailer gift card accounts with cash and credit cards attached, airline loyalty accounts with years of accumulated frequent flyer points, and other accounts with real value.

ROI 9

ROI Long-term Banking System 9

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. Such service reinforces the brand and builds equity through increased loyalty. Technology. It's the same inertia we saw in the early days of the internet.

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. Loyalty is paid for one way or another.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

AUGUST 18, 2011

As IBM celebrates its 100th birthday, many observers are rightly calling attention to the many strategic changes the company put itself through to remain relevant amidst dramatic technological and economic change. But one of the biggest transformations IBM went through is less about computers and more about culture.

Learning Curve 13

Learning Curve Globalization Airlines Training 13

Harvard Business Review

DECEMBER 20, 2016

The airline industry has experienced great volatility from deregulation, takeovers through mergers and acquisitions, and, as always, unpredictable forces of nature. ” Krolick also noted that a meaningful number of United Airlines employees are also pilots—these are super-superconsumers. Unlocking Energy.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

JANUARY 28, 2015

That wasn’t as magical as it might seem, he argued in the 1979 piece, since the required technologies already existed in some form or other. Supplier relationships, brand identity, process coordination, customer loyalty, and many switching costs were all forms of information.

Porter 8

Porter Power Competitive Advantage Film 8

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. I’m not just talking about the obvious problem of managers who treat their employees poorly.

Brand 8

Brand Company Operations Merchandising 8

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

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

BMW falls into this camp, maybe Ritz-Carlton and Emirates Airlines. Apple is an obvious passion brand in the performance-obsessed technology world — maybe the greatest passion brand in the world. But really.How many products or services do you know for which this is true? Your dishwasher? Your mutual funds? Your credit cards?

Company 10

Company Brand Banking Long-term 10

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

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.

Strategic Planning 57

Strategic Planning Committee Golden Handcuff Media 57