Lead Change Blog

DECEMBER 23, 2019

I’m sure you’ve heard of the terms Emotional Quotient (EQ) and Intelligence Quotient (IQ); but few people have heard of Adaptability Quotient (AQ), especially as it relates to leadership. Often this occurred as the companies failed to read the market and really, really understand what the customers desired.

Leadership 154

Leadership Leadership Styles Hotels Core Competence 154

Leading Blog

JANUARY 16, 2019

We might think of them as blind spots that adversely affect our leadership effectiveness. Jim Haudan and Rich Berens hope to help you uncover five common leadership blind spots by exposing the underlying assumptions behind the consequences we see played out over and over again in all types of organizations.

Hotels 314

Hotels Strategy Learning-by-Doing Organization 314

Leading Blog

APRIL 8, 2020

Customers will remember which hotels and theaters offered a refund on unusable reservations, which newspapers dropped their paywall and provided free content, and which gyms quickly mobilized to send out daily video fitness classes.

Crisis 370

Crisis Short-term Customer Loyalty Long-term 370

Great Leadership By Dan

OCTOBER 2, 2012

At my last company, where I was responsible for leadership development and succession planning, I once received a phone call on a Friday afternoon from one of my favorite managers. In my opinion, Scott’s book is one of the best on senior leadership transitions, and much of the program will be based on its principles.

Freedman 230

Freedman Executive Coaching Participative McCarthy 230

Great Leadership By Dan

JULY 8, 2020

Hotels by AirBnB. And you need leadership that has a longer time horizon so you can invest in relationships. Once you know who they are, you can optimize not just your products, but your whole business—how you market, how you onboard, and how you support these people. Banks, by Paypal, Venmo, and ApplePay.

Business Model 282

Business Model Long-term KPI Loyalty 282

N2Growth Blog

SEPTEMBER 9, 2010

Hopefully their example will raise the standards of leadership in our national life. Here's link to a post of mine a couple of years ago: Dan Nigro, Rick Rescorla and the Leadership Lessons of 9/11 [link]. I had decided to go over and stay at a hotel on 9/10 in order to make the early morning meeting and beat the commute.

Blog 404

Blog Hotels Follow-up Learning-by-Doing 404

Lead Change Blog

OCTOBER 4, 2017

And, certainly not if you want to build a devoted customer base that will become avid extensions of your sales and marketing departments. J amey Lutz is a customer experience thought-leader with more than 20 years of leadership tenure across numerous industries. He can be reached at Jamey@fpg.com.

Customer Loyalty 228

Customer Loyalty Forrester Loyalty McKinsey 228

Terry Starbucker

MAY 21, 2017

My More Human Leadership philosophy and practice is guided by 8 core principles. By early 2006, I had begun to feel a sense of assertiveness and increased confidence in my leadership. Maybe all wasn’t lost to the marketing holding pattern after all. Finally, I arrived in Kalispell and checked into my hotel.

Succession 253

Succession Leadership Commitment Travel 253

Tanveer Naseer

MARCH 16, 2011

As such, regardless of whether your a seasoned marketer or a front-line manager for a team of computer programmers, “Wikibrands” can serve as a valuable guide not only for how businesses will inevitably change in the years ahead, but how your organization can manage this change with minimal disruption or loss of market share.

Review 174

Review Books Brand Hotels 174

Terry Starbucker

SEPTEMBER 20, 2015

So much so, that last year I started to write nearly as much about them as I did about my first love, leadership. What was it about these people that could have possibly pulled me away from my true north, my quest to find the best of More Human leadership? Take care of your teammates. It may cost more, but it pays off.

Entrepreneur 150

Entrepreneur Leadership Hotels Bottom-up 150

Rich Gee Group

NOVEMBER 13, 2010

I run workshops all across the country in many venues — they were the perfect hosts (they covered ALL the bases), the location was smashing (I love the Doubletree Hotel – it was just renovated), the room was perfect, the food scrumptious, and any request was met with a smile. Unported License.

Workshop 186

Workshop Licensing PR Ethics 186

Lead Change Blog

MARCH 17, 2015

I was a consultant to the company and sat as a guest at a table of eight managers toward the back of the hotel ballroom. Our benefits suck, we have to stay in cheap hotels when we’re on the road, and he took away the daycare, casual Friday, and office parties at Christmas time.”. He paused to gauge my interest, and then continued.

Hotels 150

Hotels Morale Commitment CEO 150

Modern Servant Leader

DECEMBER 30, 2022

There are leadership lessons in Southwest Airline’s fall from grace. The company has been a servant-leadership darling since it’s inception and co-founder Herb Kelleher applied the principles for decades before stepping down as CEO in 2001. In servant-leadership terms, this is a failure of the principle, THOROUGHNESS.

Airlines 130

Airlines Leadership Short-term Long-term 130

Lead on Purpose

MAY 26, 2009

We had the flights, the hotels (yes, plural…I’ll come back to that) and six days of fun planned at Universal Studios and several other theme parks. Next I called the Marriott hotel. When I called today to rebook our trip, which hotel do you think I called? They have simply made me a happy customer. It was so easy!

Examples 113

Examples Hotels Products Productivity 113

Lead Change Blog

OCTOBER 4, 2017

And, certainly not if you want to build a devoted customer base that will become avid extensions of your sales and marketing departments. J amey Lutz is a customer experience thought-leader with more than 20 years of leadership tenure across numerous industries. He can be reached at Jamey@fpg.com.

Customer Loyalty 150

Customer Loyalty Forrester Loyalty McKinsey 150

Lead Change Blog

SEPTEMBER 23, 2016

I’ve been tasked with the content marketing effort for a hotel website and a key part of it is the blogging strategy. In our example, we have a node for ‘hotel specific’ which is designed to encourage thought on potential blog titles that relate to the hotel itself. From each node, you can extend further to ‘child nodes’.

Stress 150

Stress Hotels Project Brainstorming 150

Tanveer Naseer

OCTOBER 25, 2011

Quitting your job is not something most employees would consider doing in light of today’s weak job market. And yet, this is exactly what one hotel employee recently did as seen in the aptly titled video “Joey Quits”, which has been viewed over 2 million times on YouTube.

Uncertainty 244

Uncertainty Bottom-up Goal Motivation 244

N2Growth Blog

AUGUST 30, 2016

Through shrewd marketing efforts, failed competitors and helpful legislation (which requires its availability at public schools), Mylan has cornered the market on this allergy medication. ” “The reality is and the brand pharmaceutical market, this isn’t an EpiPen issue. So $137 per pen.

Health Care 150

Health Care Pharmaceuticals Market Penetration Price 150

First Friday Book Synopsis

SEPTEMBER 4, 2013

Michelli Leading the Starbucks Way: 5 Principles for Connecting with Your Customers [comma] Your Products [comma] and Your People McGraw-Hill The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary (..)

Hotels 75

Hotels Books Review Blog 75

Lead Change Blog

FEBRUARY 12, 2015

When former Alfa Romeo CEO Luca de Meo came from Audi to head up marketing at Volkswagen AG, he realized the global function was filled with gossip and suspicion. I once checked into the Biscayne Bay Marriott hotel and witnessed Bill Marriott working the front desk. Add sprinkles to your leadership! Sprinkles Show You Care.

Open-book 150

Open-book Airlines Hotels CEO 150

Women on Business

DECEMBER 1, 2011

With the stock market tumbling in 2008, much of their pension funds have been underfunded for years and the pressure to work more quickly and for no increase in compensation and sometimes lack of benefits is causing her great frustration. Afterwards he had a dispute with the organization for hotel, restaurant and garment workers.

CIO 165

CIO Hotels Health Care Committee 165

LDRLB

OCTOBER 5, 2012

For example, Four Seasons Hotels puts candidates through five separate interviews. Other companies are integrating their HR and Marketing departments because they see their culture as being synonymous with their brand (I have noticed this emerging trend in my own research as well).

Books 115

Books Review Competitive Advantage Hotels 115

Next Level Blog

NOVEMBER 5, 2010

Even More Leadership Lessons from the Washington Redskins | Main | The Power of Courtesy » November 05, 2010 The Heroes of Walter Reed Yesterday, on a rainy afternoon in Washington, DC, I had the privilege of doing something that I wish every American had the opportunity to experience. 

Blog 144

Blog Executive Coaching Open-book Hotels 144

Sales Wolf Blog

AUGUST 30, 2010

Here are five great posts from the HR, talent management, and leadership development blogosphere to kick off your work week and help you Maximize Possibility in your organization.  Check out his post to learn more about the fundamentals of effective leadership. .  I hope you had a wonderful weekend.  Enjoy!

Blog 124

Blog Maslow Talent Management Human Resources 124

Strategy Driven

JULY 25, 2021

For example, a course in leadership could help to earn you a leadership certificate. It can often become a fun challenge for hotels to earn that extra star rating, for an investment firm to achieve GIPS compliance or for a farm to achieve organic certification. Certification gives you something to aim for.

Ethics 106

Ethics Hotels Compliance Course 106

LDRLB

APRIL 28, 2020

The speech was given in a hotel ballroom not far from Wall Street, and it was meant for the investors and analysts who did business just a few blocks away. Part of leadership,” O’Neill once explained, “…is to create a crisis.”. It’s my failure of leadership. And its market value had increased from $3 billion to over $27 billion.

Crisis 131

Crisis Hotels Motivation Industry 131

Chart Your Course

JANUARY 20, 2015

And while CEO Tim Dagenais says that’s pretty good for a company that size in those Upper Peninsula markets, he wanted to do better. Dagenais had high expectations, some of which included: Train employees to provide “guest” service similar to service in high-end hotels.

White Paper 100

White Paper Case Study Human Resources Hotels 100

Chart Your Course

FEBRUARY 29, 2016

As a strategic asset, it will create market shares for the company. Other organizations with powerful brand cultures include Zappos and Ritz-Carlton hotels. Leadership and Culture Because of the organic nature of healthy corporate culture, it starts with the leadership. As an asset, culture can generate revenue.

Skills 100

Skills Company How To Hotels 100

The Practical Leader

APRIL 6, 2022

” These shifts have profound implications for leadership and culture. And don’t delegate purpose to marketing. ” Hotel company: “ Making people away from home feel they are among friends.” Creating leadership energy is an inside job.

Mintzberg 111

Mintzberg Pharmaceuticals Energy McKinsey 111

Management Excellence

JUNE 8, 2011

From the symbolism of the annual off-site strategy event to the cost to the fact that strategic thinking time is reduced to a once or twice a year event, this approach is anachronistic in a world with markets and conditions changing daily. I will offer that they did allow for another layer of vetting and idea absorption.

Strategy 73

Strategy Hotels Planning Cost 73

Steve Farber

MARCH 13, 2017

Lublin researched this for her book, but she’s also experienced it first-hand as a corporate speaker and trainer on public relations and marketing topics.She knows that when an organization cultivates a reputation for kindness, it reaps rewards of “more visibility, more publicity, and more business.”

P&L 99

P&L Company Hotels Policies 99

Eric Jacobson

NOVEMBER 27, 2013

No-cost 15 fruit and vegetable "brain foods" every day - Genesys Systems Integrator Fitness facility - Argosy Casino Hotel & Spa; Henderson Engineers Inc.; Tuition reimbursement - Argosy Casino Hotel & Spa Annual company golf championship - Holmes Murphy and Associates Family-friendly events - Renaissance Financial Corp.

Henderson 50

Henderson Hotels Ryan Company 50

Strategy Driven

JUNE 23, 2014

Jeffrey, Do you think it’s a waste of time to call a guest that has just checked out of my hotel to thank him or her for staying with us? Evangeline, If you’re going to call a customer after they’ve stayed in your hotel, first of all, you better make it short and sweet. Did the hotel accomplish their goals?

Hotels 62

Hotels Proposal Price Follow-up 62

Strategy Driven

AUGUST 10, 2015

Hilton (hotel owner) Principle: Make them want to come back. “It It is our theory that when a hotel is in the top-glamour category… you just can’t make it too luxurious. Hilton knew that one hotel is like any other hotel. Hilton knew that one hotel is like any other hotel. You heap it on. So will the world!

Hotels 50

Hotels Advertising Customer Loyalty Follow-up 50

Strategy Driven

SEPTEMBER 14, 2015

Hilton (hotel owner) Principle: Make them want to come back. “It It is our theory that when a hotel is in the top-glamour category… you just can’t make it too luxurious. Hilton knew that one hotel is like any other hotel. Hilton knew that one hotel is like any other hotel. You heap it on. So will the world!

Hotels 50

Hotels Customer Loyalty Advertising Benchmarking 50

LDRLB

APRIL 28, 2020

The speech was given in a hotel ballroom not far from Wall Street, and it was meant for the investors and analysts who did business just a few blocks away. Part of leadership,” O’Neill once explained, “…is to create a crisis.”. It’s my failure of leadership. And its market value had increased from $3 billion to over $27 billion.

Crisis 78

Crisis Hotels Motivation Industry 78

Strategy Driven

JULY 13, 2011

It turned out that the unit was driving profits by raising prices and cutting marketing and advertising expenditures. Higher prices and reduced advertising created an opening for competitors to take away market share, which they did. So while profits were rising and ROIC was high, market share was declining.

ROIC 62

ROIC Balanced Scorecard Metrics McKinsey 62