Lead Change Blog

FEBRUARY 17, 2016

But we have also reached the outer edges of success through incremental improvements in quality. When I first met then Southeast Airlines CEO, Herb Kelleher, we were both working the booth at the 1997 BookExpo at Chicago’s McCormick Center. Southwest Airlines’ Crazy Recipe for Business and Personal Success, had just been released.

Six Sigma 150

Six Sigma TQM Airlines Wilde 150

The Practical Leader

AUGUST 16, 2023

Poor Managers Enervate, Effective Leaders Energize Management at an airline with deteriorating customer satisfaction issued a directive urging staff to smile and be nicer to passengers. Yet despite our very tight job market, highly effective “magnet companies” attract and hang on to good people.

Energy 52

Energy Crisis Leadership Absenteeism 52

Great Leadership By Dan

JUNE 16, 2012

This new understanding of the brain as a complex, interconnected network where information is constantly created, communicated and reinvented provides an accurate model of the inner workings of many successful matrix corporations. The bad news is that the competencies that leaders need to be successful in the matrix are still in short supply.

Environment 250

Environment Self-aware Leadership Emotional Intelligence 250

Lead Change Blog

DECEMBER 17, 2015

When it came time to drive cows to market, the hot tattoo was a convenient way to identify a particular cow. On Southwest Airlines Flight 22 from El Paso to Phoenix, the flight attendant accepted assistance from two adoring passengers to help pass out peanuts to fellow passengers. And, it is the dream of every brand manager.

Brand 150

Brand Airlines Wilde Tools 150

The Practical Leader

FEBRUARY 13, 2012

He shows that the most successful organizations create fanatical loyalty that goes way beyond reason to highly charged emotional connections. “We have always felt that a company is much stronger if bound by love rather than by fear,” explains Herb Kelleher, co-founder and former CEO of Southwest Airlines. .

Airlines 53

Airlines P&L Collins Leadership 53

Coaching Tip

FEBRUARY 23, 2012

The companies that develop the deepest connections will generate more value for their customers and employees (and shareholders). Sticking with Southwest Airlines, why do their flight attendants entertain their passengers? 4) Seek to inspire, not just motivate. 6) Give trust away. 8) Measure HOW, not ‘How much.’

How To 110

How To Airlines Media Innovation 110

Strategy Driven

JANUARY 17, 2014

Business has always concentrated on Return on Investment (ROI) as the primary metric to calculate success. However, innovations in the neurosciences to developments in social media have revealed that profitability should no longer be relegated to sales figures and profit margins alone. The Need for Caring Relationships.

ROE 50

ROE ROI Letter Airlines 50

Modern Servant Leader

FEBRUARY 17, 2016

Then joining and remaining on Fortune’s Best Companies to Work For list, Zappos.com’s motto is “We’re a service company and we just happen to sell shoes”, achieved these results and more behind their successful servant leadership. America’s largest airline and the most profitable – the airline that love built. Ben: So you.

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Modern Servant Leader

FEBRUARY 17, 2016

Then joining and remaining on Fortune’s Best Companies to Work For list, Zappos.com’s motto is “We’re a service company and we just happen to sell shoes”, achieved these results and more behind their successful servant leadership. America’s largest airline and the most profitable – the airline that love built. Ben: So you.

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Kevin Eikenberry

JANUARY 22, 2011

Solving our business problems, making leaps in productivity, Customer Service, product development (or anything else), requires the same shift. Meeting the criteria laid out by NASA would require thinking quite different from the thinking that leads to the planes of today.

Creativity 183

Creativity Workshop Blog Video 183

Women on Business

JANUARY 24, 2011

Many even believe in the myth that just good work creates success!) What promotional vehicles are most successful in your industry? Develop those contacts as a ladder to reach higher, but more challenging, prospects. Test business development, starting with advice from your banker, accountant, and lawyer.

Press Release 100

Press Release Discount Advertising Sharpe 100

Harvard Business Review

NOVEMBER 23, 2015

Marketing has entered its “uncanny valley” moment. Some marketing efforts give off the same vibe, like that creepy feeling when a casual online search leads to a glut of ads for the same pair of boots or getaway destination. Sales & Marketing. And that’s off-putting. It’s worth trying to get right.

Marketing 8

Marketing Content Supply Chain CRM 8

Harvard Business Review

OCTOBER 31, 2016

For many executives battling through economic headwinds in emerging markets, the answer tends to be wherever they think someone will provide the strongest boost to top-line growth, which usually means hiring an additional sales or marketing manager to support the commercial front lines. Somewhere else?

Marketing 8

Marketing Channel Management Incentives Survey 8

Building Personal Strength

FEBRUARY 25, 2010

My wife, Kathleen , used to be a commercial banker, and she developed a habit for doing “due diligence”—about nearly everything. Every time we travel away from home she creates a folder packed with information about the airline, rental car, hotel, interesting venues and routes of travel. It’s all there, courtesy of the internet.

Library 90

Library Due Diligence Travel Document 90

Harvard Business Review

FEBRUARY 13, 2014

They may be petroleum engineers in an oil company, software engineers in a technology organization, industrial designers in a toy company, or pilots in an airline. It may be someone in product development who without any direct reports, plays an essential role in the selection and development of new products.

Development 9

Development Report Leadership Development Budgeting 9

Strategy Driven

JANUARY 21, 2011

SAS – Providing organizations with THE POWER TO KNOW ® SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Consider these 11 ideas from the Radical Times Webcast series by SAS Marketing Director Jonathan Hornby: 1. Innovate quickly. Keep it simple.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Harvard Business Review

DECEMBER 9, 2015

Buzzfeed has found success on this first attribute: being social. ” In this form of marketing, fans who share a common interest are encouraged to engage with little to no prompting by the brand. Done well, we believe that tribe marketing empowers a brand to behave like an effortless host at a cocktail party.

Marketing 8

Marketing Brand Merchandising Advertising 8

Harvard Business Review

JULY 25, 2014

He claimed that based on this insight he could anticipate their market moves one or even two steps in advance. I knew that meant he would be relatively focused on short-term results while mostly ignoring product development. expansion, out-maneuvering Adelson in the domestic market. “We Meet the competition in person.

CEO 11

CEO Norton Airlines Short-term 11

Modern Servant Leader

JULY 2, 2024

Covey 2020 Other Success Application Art of Servant Leadership The Art of Servant Leadership provides a prophetic voice in overcoming the craziness within business and a guidebook on how any public or private company can achieve its true purpose in this world.

Library 100

Library Leadership Greenleaf Servant Leader 100

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 13

Stage-Gate Airlines Brand Loyalty 13

Harvard Business Review

SEPTEMBER 29, 2014

Consider first the increasing use of auctions, which have a distinguished history in the development of economics. 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.

Strategy 13

Strategy Black-Scholes Airlines Price 13

Harvard Business Review

JUNE 8, 2015

Eighteen years ago, five airline companies—Lufthansa, Air Canada, United Airlines, Thai Airways and Scandinavian Airlines—formed an alliance with a vision to offer better services to their customers. Even when dealing with any one airline, they could enjoy access to the resources of several airlines.

Airlines 8

Airlines Hotels Operations Open-book 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 17, 2016

airline industry in the early 1990s highlights this distinction. Don’t engage in over-the-top discounting that trains customers, both in B2C and B2B markets, to buy cleverly on price and price alone. It also determines which market segments the company will serve and what channels it will use to reach them.

Price 8

Price Airlines Govindarajan Advertising 8

Tanveer Naseer

MAY 31, 2016

A 2015 PwC study of 6,000 senior executives , conducted using a research methodology developed by David Rooke of Harthill Consulting and William Torbert of Boston University, revealed just how pervasive this shortfall is: Only 8 percent of the respondents turned out to be strategic leaders, or those effective at leading transformations.

Development 100

Development Argyris Learning-by-Doing Innovation 100

Skip Prichard

MARCH 3, 2021

That’s why I was fascinated by Unfiltered Marketing: 5 Rules to Win Back Trust, Credibility, and Customers in a Digitally Distracted World by Stephen Denny and Paul Leinberger. We view control over our time as more important than “lots of money in the bank” as a sign of success. Everything begins with the collapse of trust.

Brand 119

Brand Storytelling Trends Content 119

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. How Samsung Gets Innovations to Market.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

JUNE 2, 2016

Suppose you owned an airline and ordered an engine from Rolls-Royce or GE. For instance, in a traditional, customer-centric organization, marketers identify customer segments across multiple dimensions, then define solutions (a mix of products and services) to meet each segment’s needs. What are you really looking for?

Productivity 8

Productivity Products Company Engineering 8

Harvard Business Review

JANUARY 7, 2013

But you may not be able to do that unless you can get real-time market data and rapidly align your organization to the new priorities and practices. Transparency has long been an ingredient of the success of process-driven organizations. Too often, old, legacy processes prevent companies from having that agility.

BPM 9

BPM Media Process Airlines 9

Harvard Business Review

MAY 19, 2016

The heart of differentiation therefore is your company’s ability to develop and promote distinctive products, services, and branded experiences on a consistent basis. Differentiating by product or service served as an alternative strategy, but with increased competition, it is also no longer enough for success.

IAM 12

IAM Productivity Products Company 12

Harvard Business Review

APRIL 30, 2013

Between 2002 and 2012, the shareholder return of the average airline company rose an uninspiring 5.6% Top dogs in poor-performing industries (like LATAM Airlines, the Santiago-based airline company; Sotheby''s in diversified consumer services; and Apple in computers and peripherals) didn''t have to fret about their TSR performance.

TSR 8

TSR Industry Company Airlines 8

Harvard Business Review

DECEMBER 19, 2013

Alan Mulally creates a “working–together” spirit at Ford Motor Company that focuses and re-energizes the automaker, reversing a decades-long slide in market share. Herb Kelleher fosters a culture of employee empowerment and cost containment at Southwest, enabling the airline to become one of the world’s most admired and profitable carriers.

Airlines 9

Airlines Automotive Competitive Advantage Cost 9

Harvard Business Review

JANUARY 31, 2014

Research by Hal Gregersen and Jeffrey Dyer in fact shows that questioning is one of the behaviors that successful innovators share. So I’ll pose a question now: What questions should corporate innovators use to increase their odds of success? To speed their way to market, good innovators adopt the scientific method.

Innovation 12

Innovation Disruptive Innovation Learning-by-Doing Participative 12

Harvard Business Review

APRIL 2, 2014

And in business life, CEOs incentivize and promote those senior executives who can get new ideas to market more quickly than competitors. But what if speed is the wrong measure for success? A firm can buy competencies, but capabilities are harder to develop and are the key to sustaining competitive advantage.

Competitive Advantage 9

Competitive Advantage Airlines Telecommunications Long-term 9

Harvard Business Review

APRIL 11, 2017

Among those that have met that fate in recent months are initiatives at Target, Alaska Airlines, Coca-Cola, the New York Times, and Chubb. Yes, too much involvement can lead to a fixation on incremental improvements that can be shepherded to market quickly, to impact the next quarter’s results. “It needs to be a transition.”

Project 12

Project Innovation Press Release Survey 12

Harvard Business Review

JUNE 13, 2014

Quick, name a product that was developed without using software. It’s used to design and develop just about any product you can think of, from consumer goods to industrial equipment – or any service or experience ranging from retail customer service interactions to luxury hotel stays. It’s difficult, if not impossible.

Software 9

Software Industry Productivity Products 9

Harvard Business Review

OCTOBER 26, 2012

Through our experience utilizing the "jobs-to-be-done" concept in a range of settings, my colleagues and I have developed five tips for would-be innovators: the five Cs of opportunity identification (modeled after marketing's famous four Ps — price, product, place, and promotion). Circumstance. Constraints.

Sample 14

Sample Innovation Software Airlines 14