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Ten Things United Airlines Might Have Done

Gregg Fraley

Improving Customer Service at United Airlines Requires a Paradigm Shift and Recognizing They Have a Problem. 10 Things United Airlines Might Have Done (see below). Once again we have an incident of extremely poor customer service from a major airline. This is a cultural problem. Creative Training Would Have Helped.

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Can Airlines Survive the Worst Year in Airline History?

Linda Bernardi

2020 has been a horrific year for the airline and hospitality industry and one which will go on for potentially another year, with so many mass events going virtual. Also, cultures are changing, and millions of deals are being closed without needing/using in-person meetings. This culture/societal shift could be permanent.

Culture 26
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Yet Another Interesting Safety Announcement by an Airline

Rmukesh Gupta

Here is another interesting in-flight safety announcement by Turkish Airline. This proves to me the importance and impact that culture can have on an organisation. . With so many already fun ways to share the safety message already in play, I am surprised to see that this has still not become the norm. . Enjoy the announcement here. .

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Internal Branding Strategy – 3 Ways to Be Smarter than United Airlines

BrainZooming

The folks at Armada Corporate Intelligence offered an internal branding strategy take on the United Airlines woes, offering strategic thinking questions you can ask and answer to improve your brand’s resiliency and avoid brand crises. 3 Ways Your Internal Branding Strategy Can Be Smarter than United Airlines.

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Herb Kelleher's Legacy at Southwest Airlines: 5 Important Lessons

Michael Roberto

Source: Southwest Airlines Yesterday, Southwest Airlines co-founder and long-time CEO Herb Kelleher died at age 87. Here are five simple, yet powerful, lessons that come to mind as I reflect on the Kelleher era at the airline: Make tradeoffs. At Southwest, Kelleher chose to run an airline in a very different manner.

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Changing Culture: Speaking Up at Boeing

Michael Roberto

Source: Wikipedia Julie Johnsson wrote a story for Bloomberg this week about the attempted cultural transformation at Boeing. The article focuses on efforts led by Chief Aerospace Safety Officer Michael Delaney to transform the culture and improve problem detection in the manufacturing and engineering operations at the firm.

Culture 26
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When Software Can’t Change the Laws of Physics (or Leadership)

Mills-Scofield

And certainly, proactively notifying airlines and pilots that new training was required should have been a no-brainer. Complex systems also require a different organizational culture - a systems-level mindset and a sense ownership at all levels. What do the assumptions imply for your employees, your culture, your customers?