Tullio Siragusa

JULY 15, 2024

This appreciation transforms transactions into meaningful engagements, where the customers well-being becomes a priority. This decision wasnt just a reaction to market conditions; it was an act of empathy rooted in gratitude for the trust that customers placed in the platform.

Design Thinking 62

Design Thinking Software Review Culture Training 62

Rmukesh Gupta

APRIL 10, 2019

Like Southwest Airlines’ obsession on being the lowest cost airlines or Alcoa’s obsession of having zero incidents in their factories or Amazon’s obsession on serving the customer what they want (even if they themselves don’t know what they want) or Apple’s obsession on design. .

Strategy 60

Strategy Strategy Underperforming Technical Team Agile 60

Michael Roberto

JANUARY 4, 2019

Source: Southwest Airlines Yesterday, Southwest Airlines co-founder and long-time CEO Herb Kelleher died at age 87. The company delivered strong profits, satisfied its customers, and kept its employees engaged and productive. At Southwest, Kelleher chose to run an airline in a very different manner. Think systemically.

Competition 22

Competition System Leadership Training 22

Collective Innovation

OCTOBER 30, 2016

Product Innovation : Creates a difference with an existing product line and existing market, usually through features. Line extensions are one of the most common types for companies in a mature market. Experiential : In markets where most offerings are the same you can create a difference through the experience.

Crowdsourcing 40

Crowdsourcing Innovation Ideation Idea Management 40

Moves the Needle

JANUARY 30, 2019

Digital products in the hands of customers, such as banking, airline or music apps, represent the last piece of the digitization puzzle since many of the back-end systems and processes became computerized over the last several decades. Google Search Data for the phrase “digital transformation” from Google Trends. They are not agile.

Technical Review 74

Technical Review Underperforming Technical Team LEAN Technology 74

Qmarkets

JANUARY 17, 2023

We’re right at the beginning of an era of market disruption affecting sweeping, radical changes to personal and public transport, and the pressure on companies to innovate is coming from all directions. In H1 last year, EVs’ market share of new car sales stood at 11.3% , almost double that of the same period in 2021.

Industry 52

Industry Innovation Trends Technology 52

CREATORS

NOVEMBER 18, 2019

As a result, they reached the two top ranks in TV market and increased their value tremendously. The motivation to engage in coopetition can vary: Competitors may aim to increase the size of the current market, create a whole new market, become more efficient or improve their competitive position. What is Coopetition?

Collaboration 40

Collaboration Competition Disruption System 40

Qmarkets

SEPTEMBER 24, 2020

While some of the industry’s largest contenders have filed for bankruptcy (such as LATAM, Virgin Australia and Flybe) others, (including American Airlines, Icelandair, and our clients Lufthansa ) have pivoted to cargo as demand for freight soars. The Opportunity in Crisis – Now or Never?

Innovation Management 52

Innovation Management Management Innovation Disruption 52

Qmarkets

SEPTEMBER 24, 2020

While some of the industry’s largest contenders have filed for bankruptcy (such as LATAM, Virgin Australia and Flybe) others, (including American Airlines, Icelandair, and our clients Lufthansa ) have pivoted to cargo as demand for freight soars. The Opportunity in Crisis – Now or Never?

Innovation Management 52

Innovation Management Management Innovation Disruption 52

Innov8rs

MARCH 6, 2023

As McKinsey points out , organizations that focused on innovation even during the 2009 crisis, outperformed the market average by 30% and their growth continued to accelerate the following years as well. For example, Delta Air Lines, one of the leading airlines, managed to get back to their leading position even after bankruptcy.

How To 105

How To Technical Review Innovation Software Review 105

BrainZooming

DECEMBER 2, 2015

He was flying on United Airlines as it introduced ‘United Rising.’ If the market learns about a new brand promise before employees, they aren’t in a good position to bring the brand promise to life for customers – and they may even wind up undermining it, as in the United Rising episode.

Strategy 40

Strategy Strategy Engagement Conference 40

mjvinnovation

JUNE 25, 2020

By 2020, automation and artificial intelligence will reduce the needs of employees in shared service centers by up to 65%, according to Gartner, who also says that the RPA market will exceed $ 1 billion worldwide by 2020. Engage IT early and often. Robotic Process Automation: how it works in practice. Seek expert help.

Artificial Inteligence 52

Artificial Inteligence Change Software Underperforming Technical Team 52

Harvard Business Review

MAY 27, 2016

Why is the airline industry so terrible? Instead of getting into a price war or squabbling over a shrinking market, both disruptors and incumbents find new ways to create value. The upmarket mechanism is ruthless: either you engage in moving upmarket or you will stagnate. Which brings us back to the airline industry.

Disruption 14

Disruption Industry Competition Marketing 14

Rmukesh Gupta

MARCH 1, 2016

This blog post is for you if you plan to become or already are a leader who intends to lead their team in a world where change is the only constant and engagement (employee/customer) is extremely difficult to build. One of the best examples of this behaviour that I have come across is by Herb Kelleher of Southwest Airlines.

Culture 40

Culture Trends Training Agile 40

Legacy Innovation Group

APRIL 1, 2019

Well–conceived, well–designed, and well–delivered customer experiences are the core foundation for achieving the sort of marketplace leadership that has become the hallmark of companies like Amazon, Apple, Disney, Southwest Airlines, and Zappos.

Company 40

Company Design Design Thinking Tools 40

Harvard Business Review

NOVEMBER 23, 2015

Marketing has entered its “uncanny valley” moment. It may walk like a person and talk like a person, but without the nuance, context, and tone that make for real engagement, what’s left rings false. Sales & Marketing. And that’s off-putting. It’s worth trying to get right. Further Reading.

Marketing 15

Marketing Data System Engagement 15

Harvard Business Review

NOVEMBER 17, 2015

Whole Foods Market’s purpose is to promote healthier eating. These practices have allowed Southwest Airlines to develop high employee commitment, to be admired for their customer service, and to outperform the industry. Southwest’s profits are larger than the profit of all other airline companies combined.

Engagement 15

Engagement Company Underperforming Technical Team Policies 15

Harvard Business Review

DECEMBER 9, 2015

Nike itself didn’t do the giving; it simply enabled a platform for fans to engage deeper within the community with other fans. That level of engagement will require building new interactions that engage small groups of fans within a community — fans at the “tribe” level — that share the same interests.

Marketing 13

Marketing Engagement Groups Crowdsourcing 13

Harvard Business Review

MAY 18, 2012

Nick and I knew one thing for certain: old-fashioned, beat-the-drum marketing was not going to work here. Especially after looking at Sophie's Diana books, the airline ticket stubs, and her passport stamps. Was Sophie engaged in self-celebration or random acts of kindness? Traditional branding would just bounce off of them.

Marketing 14

Marketing How To Report Culture 14

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. Improve their real-time marketing efforts. Improve a customer's lifetime value by better engaging them over the long term and with purpose.

Engagement 19

Engagement Data Marketing Technology 19

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 13

Marketing Underperforming Technical Team Survey Strategy 13

Harvard Business Review

OCTOBER 25, 2012

A leading mobile-phone maker falls out of step with its market — and struggles to catch up. The board of an airline hires a CEO — and then cancels his contract after just three years. But when the smartphone became the next big thing within the mobility market, the company lost its competitive edge.

Company 19

Company Technical Review Report Study 19

Harvard Business Review

SEPTEMBER 12, 2012

The fact that they are joined at the hip in so many people's minds means that marketing agencies are thriving — but that the rest of our organizations are not. But too many major companies — Bank of America, Sports Authority, United Airlines, Best Buy, and Walmart to name just a few — that need to get it, don't.

Strategy 22

Strategy Strategy eBook Industry 22

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.

Project 15

Project Training Conference Design 15

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. At the same time, we continued to invest in long-term product development and overseas markets, knowing it was unlikely he could follow us in the short term.”. expansion, out-maneuvering Adelson in the domestic market. “We

Underperforming Technical Team 14

Underperforming Technical Team Competition Product Development Training 14

Rmukesh Gupta

MARCH 3, 2017

They are so important to the fashion & visual art industry that they predict the trends in terms of colour that they see playing out in the market, based on which colour seems to have had the most demand in the previous period. This simple catalogue has spawned an organisation that dominates the colour industry.

Creativity 40

Creativity Management Underperforming Technical Team Learning 40

Harvard Business Review

OCTOBER 20, 2011

They include the biotech, semiconductor, personal computer, and airline industries. Some of these leaders have become legends, such as Andy Grove of Intel and Herb Kelleher of Southwest Airlines. Markets down? Market hype? Their experience can guide leaders who now must lead in today's disruptive world. He did not care.

Leadership 17

Leadership Analysis Disruption Creativity 17

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.

Resources 13

Resources Data Big Data Examples 13

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.

Underperforming Technical Team 15

Underperforming Technical Team Course Data Policies 15

Harvard Business Review

JANUARY 16, 2018

Using data from Twitter (where one of us works), we designed an experiment to study customer service interactions in two industries that generate a significant number of customer service complaints: airlines and wireless carriers. This extra $9 can be thought of as incremental brand value the airline has gained in the customer’s mind.

Exercises 15

Exercises Survey Software Review Study 15

Harvard Business Review

MAY 9, 2016

By defining a brand’s particular kind of relationship, companies can create greater engagement, differentiation, and loyalty. Sergio Zyman, in The End of Marketing as We Know It , says: “A brand is essentially a container for a customer’s complete experience with the product or company.”

Industry 15

Industry Marketing Collaboration Examples 15

Harvard Business Review

JUNE 13, 2016

Yet the unfortunate side effect of uncompetitive markets is that consumers pay higher prices. Index funds have given millions of people relatively low-cost access to the stock market. That merger led to a significant increase in common ownership between some airlines but not others. Given limited budgets, they buy fewer things.

Competition 14

Competition Marketing Industry System 14

Harvard Business Review

MARCH 2, 2012

This is the "focused entry" strategy, a well-worn path in the history of successful startups (see Southwest Airlines). Consider Dartitup's response to Pinterest's high-profile success in the social marketing space. Men are being dragged along, but they've revealed a comparative lack of engagement. Southwest Airlines?

Entrepreneurship 14

Entrepreneurship Competition Marketing Creativity 14

Harvard Business Review

NOVEMBER 23, 2011

They ask, "If we were a cable TV channel or a mass market magazine, what would our content, tone, and the experience we offered be? Most marketing aims to make consumers aware of a solution or an aspiration they had not considered. But increasingly marketers are seeking to help consumers who are already in a market solve a problem.

Video 16

Video Software Review Marketing Tools 16

Harvard Business Review

APRIL 12, 2017

United Airlines has leapt into a brand disaster of mythic proportions. The company’s stock lost hundreds of millions of market cap , but the damage to the brand (and future sales) may be far higher. ” What’s different today is that everyone can feel personally engaged in what your company does to anyone.

Video 15

Video Policies Marketing Company 15

Harvard Business Review

JUNE 7, 2012

Is your firm ready for this new age of peer-to-peer marketing? Have we engaged our references and advocates in long-term relationships? How long does it take our social media, PR or marketing people to find our customer advocates when they're needed to rebut a critique or attack, or talk to a media interviewer?

Tips 16

Tips Underperforming Technical Team Case Study Engagement 16

Harvard Business Review

JUNE 7, 2012

Is your firm ready for this new age of peer-to-peer marketing? Have we engaged our references and advocates in long-term relationships? How long does it take our social media, PR or marketing people to find our customer advocates when they're needed to rebut a critique or attack, or talk to a media interviewer?

Tips 15

Tips Underperforming Technical Team Case Study Engagement 15