Modern Servant Leader

JULY 24, 2019

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.

Greenleaf 100

Greenleaf Reis Leadership Servant Leader 100

In the CEO Afterlife

SEPTEMBER 8, 2015

To be fair, the ‘act early’ ethic prevails in corporate cultures that worship entrepreneurial thinking. None of us want to see pipelines, oil rigs, or airlines compromising safety for speed. That meant making the call without all of the information, and not fretting about it, but being glad of it.

Power 100

Power Competitive Advantage Airlines Information 100

Lead on Purpose

MAY 26, 2009

I then called Delta Airlines to cancel our flights. When I explained the situation to the customer service agent, she immediately called another person who, without any questions beyond what was necessary to understand our situation, immediately approved the full refund of our points with no obligation to rebook with them.

Examples 113

Examples Hotels Products Productivity 113

Frank Sonnenberg Online

JANUARY 2, 2024

It was a time when airline travel was luxurious, politicians were considered role models, and celebrities were famous for the roles they took on, not the clothes they took off. Parents also promoted the value of a strong work ethic. Let’s take a walk down memory lane. After all, lessons in life will be repeated until they are learned.

Learning-by-Doing 101

Learning-by-Doing Airlines Follow-up Ethics 101

LDRLB

JUNE 22, 2010

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. Senior management’s actions are completely consistent with their words. Employees are still bitter.

Leadership 102

Leadership White Paper Press Release Sharpe 102

Coaching Tip

FEBRUARY 23, 2012

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?

How To 110

How To Airlines Media Innovation 110

Skip Prichard

JULY 15, 2024

I identify 10 judgment-related traps that affect decisions, summarized with the mnemonic PERIMETERS – this stands for power, ego, risk, identity, memory, emotion time, ethics, relationships, and stories. Past decisions also affect ethical choices. What are the judgment traps that leaders typically fall into?

Self-aware 84

Self-aware Environment Learning-by-Doing Market Segmentation 84

Strategy Driven

FEBRUARY 4, 2011

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.

Ethics 58

Ethics Cost Crisis Learning-by-Doing 58

The Practical Leader

AUGUST 16, 2023

Some managers will complain about a declining work ethic. 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. “No one wants to work anymore,” they’ll say.

Energy 52

Energy Crisis Leadership Absenteeism 52

CO2

JUNE 29, 2010

Moreover, ethical followers can help leaders avoid making questionable decisions and high performing followers often motivate leaders to raise their own levels of performance. This effect can be so strong as to cause followers to give their lives for the cause.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

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. Design stems from USE.

Press Release 100

Press Release Discount Advertising Sharpe 100

Harvard Business Review

JULY 12, 2011

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 The technical term for the process is the M.M.I., or the multiple mini-interview.

Airlines 17

Airlines Health Care Consensus Policies 17

Harvard Business Review

SEPTEMBER 12, 2011

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. But students are never asked to examine these tensions and merge them into a coherent leadership approach that is consistent with their ethics and values.

360-Degree Feedback 15

360-Degree Feedback Ethics Education Finance 15

Harvard Business Review

SEPTEMBER 27, 2011

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.

CEO 15

CEO Benchmarking Long-term Banking 15

Harvard Business Review

MAY 8, 2012

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. The South African Airways pitch was won on the basis of a shared ambition of presenting the airline as a symbol for what the entire nation could become.

Belief Systems 20

Belief Systems Tips Audience CFO 20

Harvard Business Review

OCTOBER 11, 2012

We sell our privacy to the airlines when we download an airline app to our smartphones to receive better customer service. Whether we're consulting it or not, the app is tracking our travel preferences, travel patterns, quite possibly our religious affiliation through our meal choice, and even our present location.

Insurance 18

Insurance Discount Airlines Price 18

Harvard Business Review

FEBRUARY 5, 2013

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. Instead they tap into their wisdom — the stuff that gives you ethical clarity and a sense of purpose.

Ethics 11

Ethics Morale Airlines CEO 11

Harvard Business Review

DECEMBER 18, 2012

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. Even if it violates their own value system and the mission of the company.

Airlines 15

Airlines Retail Learning-by-Doing Quality 15

Harvard Business Review

MAY 19, 2016

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? The Big Questions. Is it morally wrong to use these drugs?

Ethics 15

Ethics Stress Policies Morale 15

Harvard Business Review

JANUARY 8, 2014

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. More important, he would never, ever, hire anyone who was not dying to work in a highly professional, ethical, collaborative firm.

Emotional Intelligence 15

Emotional Intelligence GDP McKinsey Consultative 15

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

OCTOBER 24, 2011

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.

Uncertainty 18

Uncertainty Business Model Industry Airlines 18

Harvard Business Review

JUNE 7, 2012

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.".

Reference 16

Reference Tips Media Case Study 16

Harvard Business Review

JUNE 7, 2012

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.".

Reference 16

Reference Tips Media Case Study 16

Harvard Business Review

AUGUST 2, 2018

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. Instead, they need to know approximately what a plane can and cannot do.

Learning-by-Doing 14

Learning-by-Doing Software Technology Travel 14

Harvard Business Review

OCTOBER 11, 2012

We sell our privacy to the airlines when we download an airline app to our smartphones to receive better customer service. Whether we're consulting it or not, the app is tracking our travel preferences, travel patterns, quite possibly our religious affiliation through our meal choice, and even our present location.

Insurance 11

Insurance Discount Airlines Price 11

Harvard Business Review

JUNE 21, 2013

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. Kao also points out that smart use of the correct medium is vital: Social media is often a better place than the home page to be cheeky or snarky.

Advertising 8

Advertising Video Ethics PR 8

Harvard Business Review

OCTOBER 18, 2017

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. In 2000, British Airways sponsored the construction of the London Eye, a giant Ferris wheel in the heart of London.

Cooper 9

Cooper Motivation Class Creativity 9

Harvard Business Review

MARCH 24, 2011

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. I've heard more than one veteran of the industry recall with great fondness moments when a client "treated me like I was a member of senior management.".

McKinsey 16

McKinsey Consultative Waterman Intellectual Capital 16

Harvard Business Review

NOVEMBER 5, 2015

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 didn’t ponder whether shareholder wealth should be the sole fiduciary duty of top management. Then they grow up.

Career 8

Career Seminar Self-aware Telecommunications 8

Harvard Business Review

MARCH 11, 2015

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.).

Price 8

Price Discount Travel Business Model 8

Harvard Business Review

NOVEMBER 27, 2015

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. There is a direct link between empathy and commercial success. compared to weighted average of 5.2% Telecommunications.

Tourism 8

Tourism Telecommunications Automotive Company 8

Harvard Business Review

JANUARY 5, 2015

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. . “It’s like Uber for _”: In spite of harsh criticism about its business practices, 2014 was a banner year for Uber.

Trends 8

Trends Retail Learning-by-Doing Banking 8

Modern Servant Leader

JULY 2, 2024

Jim Collins 2019 Other Business Balance Case for Servant Leadership The author argues that servant leadership is ethical, practical, and meaningful. Ethically intelligent people know how to use this awareness the right way. Ethical intelligence may be the most practical form of intelligence there is Ñ and the most valuable.

Library 100

Library Leadership Greenleaf Servant Leader 100

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. Enron did not demand enough accountability, fairness, ethics and operational autonomy from its outside auditor. Congressional Hearings.

Strategic Planning 57

Strategic Planning Committee Golden Handcuff Media 57

HR Digest

JANUARY 10, 2024

Walmart wants customers to know them for low prices, Singapore Airlines customers know them for customer connectivity, Apple customers perceive innovation and Fed Ex customers expect speed. Southwest Airlines’ firm brand, for example, is cheap, fun, and on time. They are unique because they are derived from your firm brand.

Ulrich 52

Ulrich Leadership Diversity Audience 52

Harvard Business Review

AUGUST 18, 2011

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.

Learning Curve 17

Learning Curve Globalization Airlines Training 17