Harvard Business Review

DECEMBER 2, 2015

Southwest Airlines receives a job application every two seconds. Given the talent shortage facing our industry, you’d think we’d be tempted to snap up many of those candidates, particularly ones with backgrounds in engineering and technology. That’s because we view engagement as a two-way street.

Technical Review 15

Technical Review Engagement Survey Culture 15

Planview

NOVEMBER 26, 2018

Providing our airmen and women and operators of the US Air Force with top-notch technology is crucial to keeping our country safe. The process of engaging with the AFWERX Challenge is very interactive. Challenge – Open innovation challenge to industry and academia with review from subject matter experts.

Innovation 40

Innovation Crowdsourcing Artificial Inteligence Training 40

Harvard Business Review

MARCH 19, 2015

Bringing new technology and tools into your organization can increase productivity, boost sales, and help you make better, faster decisions. According to a study by MIT Sloan Management Review and Capgemini Consulting, the vast majority of managers believe that “achieving digital transformation is critical” to their organizations.

Technical Review 14

Technical Review Technology Software Review Underperforming Technical Team 14

Harvard Business Review

OCTOBER 25, 2012

The board of an airline hires a CEO — and then cancels his contract after just three years. One of these companies is a high-tech manufacturer, two of them are in the energy sector, and two of them are in the consumer transport business. Five big companies. Five big problems. We didn't select these examples entirely at random.

Company 19

Company Technical Review Report Study 19

Harvard Business Review

NOVEMBER 17, 2015

Becton Dickinson , a global medical technology company, has made its purpose helping all people live healthier lives. These practices have allowed Southwest Airlines to develop high employee commitment, to be admired for their customer service, and to outperform the industry.

Engagement 15

Engagement Company Underperforming Technical Team Policies 15

Harvard Business Review

OCTOBER 12, 2016

However, with technology, digitalization, and artificial intelligence accelerating changes to jobs, the relationships between performance and value become even more complex and yield potentially exponential opportunities for value creation. This is the reason airlines invest in elongated career paths for pilots. Insight Center.

Artificial Inteligence 15

Artificial Inteligence Technical Review Technology Competition 15

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. It may seem simple to combine these discrete data sets into one holistic customer profile, but there are major technology obstacles brands need to get past.

Engagement 19

Engagement Data Marketing Technology 19

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

Rmukesh Gupta

MARCH 3, 2017

It was still a struggle trying to convince someone to invest in the technology and develop it into product. It really took off, once an airline pilot, Robert Plath , affixed two wheels (instead of four) and a long handle to suitcases that rolled upright that the luggage with wheels took off. What do we learn from them.

Creativity 40

Creativity Management Underperforming Technical Team Learning 40

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

APRIL 26, 2011

That's exactly what Portuguese airport operator ANA Aeroportos de Portugal did in its quest to attract more major airlines and connecting routes. Their findings quickly confirmed that ANA's focus on its customers' customers would benefit the airlines, as well. The team kicked off by conducting in-airport interviews with travelers.

Project 15

Project Training Conference Design 15

Harvard Business Review

JULY 25, 2014

I decided to test his claim by interviewing current and former C-suite executives, including Bob Crandall, former CEO of American Airlines; David Norton, former CMO of Harrah’s casinos; Will Ethridge, CEO of Pearson Education; and Pat O’Keefe, former CEO of Watts Water Technologies. Encourage employees to monitor rivals, too.

Underperforming Technical Team 14

Underperforming Technical Team Competition Product Development Training 14

Harvard Business Review

JANUARY 8, 2015

The call for companies to engage in authentic dialogue is becoming louder. The top places were not all taken up by trendy tech brands, and the bottom was not dominated by multinational banks. Few would have been surprised to see the airline Ryanair down at 99th. Our data partners include Glassdoor and Survation.

Technical Review 15

Technical Review Data Comparison Tools 15

Harvard Business Review

APRIL 27, 2015

The best, like American Airlines, make it feel natural. That limits the ability of companies to engage authentically and emotionally with their customers. The energy, finance, and technology sectors tend to tweet using a male-biased tone of voice. American Airlines again provides a good example. Measuring empathy.

Company 14

Company Analysis Technical Support Engagement 14

Harvard Business Review

MAY 25, 2016

Once companies are logging and storing detailed data on all their customer engagements and internal processes, what’s next? Firms value accurate demand forecasts because inventory is expensive to keep on shelves and stockouts are detrimental to both short-term revenue and long-term customer engagement. Insight Center.

Big Data 15

Big Data Artificial Inteligence Technical Review Data 15

Harvard Business Review

AUGUST 10, 2015

As a result, stars usually get more credit for their successes than they’re due. To a large extent, he’s speaking directly to us humans, who may well lack confidence that we can continue to provide a superior value proposition relative to advancing technology. Therefore, they cease to provide a competitive advantage.

Competition 14

Competition Technical Review System Examples 14

Harvard Business Review

OCTOBER 20, 2011

They include the biotech, semiconductor, personal computer, and airline industries. Over the years, the CEOs of these companies faced massive technology disruptions, deep industry recessions, sudden collapses in demand, price wars, oil shocks — you name it.

Leadership 17

Leadership Analysis Disruption Creativity 17

Harvard Business Review

AUGUST 11, 2015

Outside developers are now welcome, but must apply, and must play by Facebook’s limiting technical rules in order to be served up by Internet.org’s delivery platform. The tech companies mobilizing their users are owning the request: you find the call to action on their website, in their app, or in an email with their branding.

Technology 15

Technology Disruption Company Engagement 15

Harvard Business Review

NOVEMBER 23, 2015

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. While this type of engagement represents a step forward in personalizing experiences with customers, clumsy efforts at retargeting often feel intrusive and annoying. Magazine Article.

Marketing 15

Marketing Data System Engagement 15

Harvard Business Review

DECEMBER 23, 2016

When partners in an alliance come into conflict, it can be just what is needed to produce a technically and commercially successful product. When the Lilly employees in the alliance were irritated with the partner, there was an increased probability of technical and commercial success. The results were fascinating.

Technical Review 13

Technical Review Survey Training Resources 13

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

JUNE 7, 2012

As InformationWeek's Eric Lundquist put it recently , "The first question from most tech journalists — including myself — is 'Do you have some customers that I can speak with about your new product?'". Have we engaged our references and advocates in long-term relationships? Traditional media also gets this.

Tips 16

Tips Underperforming Technical Team Case Study Engagement 16

Harvard Business Review

FEBRUARY 1, 2013

Think Apple, or Southwest Airlines, or for a more recent example, Zipcar. At Level 3, you engage the customer emotionally, which strengthens loyalty and retention. Top Amazon reviewers are often more powerful than traditional media reviewers. And here's where it gets interesting.

Software Review 12

Software Review Technical Review Software Marketing 12

Harvard Business Review

JUNE 7, 2012

As InformationWeek's Eric Lundquist put it recently , "The first question from most tech journalists — including myself — is 'Do you have some customers that I can speak with about your new product?'". Have we engaged our references and advocates in long-term relationships? Traditional media also gets this.

Tips 15

Tips Underperforming Technical Team Case Study Engagement 15

Harvard Business Review

SEPTEMBER 12, 2012

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. In the industrial era, power was from holding what we valued closed and separate; in the Social Era, there is another framework for how we engage one another — an open one.

Strategy 22

Strategy Strategy eBook Industry 22

Harvard Business Review

SEPTEMBER 21, 2011

While the idea of reaching out to consumers via smartphone apps is clearly not new, companies have been stubbornly hesitant to embrace app technologies. But apps of this type won't differentiate a company in the consumer's view — in fact, they can damage the brand, posing the risk that the company will be seen as a tech laggard.

Report 13

Report Strategy Strategy Marketing 13

Harvard Business Review

JUNE 19, 2014

National and airline leaders weren’t able to adjust to the fluid and complex situation by engaging external resources in the critical first hours and days after the plane’s disappearance. Take NASA’s Mike Ryschkewitsch , who headed NASA’s Flight Readiness Review for Space Shuttle missions. Collaboration Leadership'

Technical Review 10

Technical Review Software Review Collaboration Leadership 10

Harvard Business Review

DECEMBER 31, 2012

Technologies exist that allow them to easily post a recommendation to their Facebook friends, LinkedIn connections, and Twitter followers. Or to provide a product review on any site important to your market. Also, the advocates who posted product reviews raised average review scores from 3.5 out of 5 to 4.5.

Software Review 10

Software Review Technical Review Underperforming Technical Team Product Development 10

Harvard Business Review

NOVEMBER 9, 2015

Researching a product online, using a mobile app to find a store’s nearest location, searching for tech support information on a smartphone—these are all digital customer experiences. A better approach is to design an app that simplifies some aspect of the journey on which customers are already engaging.

Software Review 14

Software Review Technical Review Software Survey 14

Harvard Business Review

JANUARY 28, 2016

Advanced technology is at the core of virtually every company’s business model today. It has to be an all-hands-on-deck engagement. But it is far easier to say this than to do this, so change leaders must be ready to back up their statements with real world initiatives that will strengthen engagement.

Change 15

Change Technical Review Agile Culture 15

Harvard Business Review

AUGUST 16, 2016

.” And yet the lean startup methodology, born in Silicon Valley as a way for startups to tune in to customer needs with limited resources, has been gaining major momentum inside big companies like General Electric, Alaska Airlines, Telefonica, 3M, and W.L. ’ Sometimes you need to be reminded of that.”

LEAN 14

LEAN Company Survey Guidelines 14

Harvard Business Review

DECEMBER 20, 2016

My point is, inside the walls of your company, there are superconsumers who are passionate and engaged. The airline industry has experienced great volatility from deregulation, takeovers through mergers and acquisitions, and, as always, unpredictable forces of nature. When this middle feels valued, then they stay engaged.”

Culture 13

Culture Creativity Strategy Strategy 13

Harvard Business Review

OCTOBER 9, 2017

But somewhere along the way, we recognized that they were based on definable pipelines and applied technology to manage those pipelines. With the right technology, could you manage this pipeline the way you manage a sales pipeline? Engagement – more people evaluating ideas. Juan Díaz-Faes for HBR.

Data 8

Data Technical Review Ideation Software Review 8

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. It may seem simple to combine these discrete data sets into one holistic customer profile, but there are major technology obstacles brands need to get past.

Engagement 12

Engagement Data Marketing Technology 12

Harvard Business Review

APRIL 20, 2016

In a world underpinned by ever more powerful, affordable, and public technology platforms, software is still king. By understanding what Disney did well that others did not, the team envisioned using technology to create personalized visits with less friction: no turnstiles, shorter waits, and less zigzagging through the park.

Software 14

Software Company System Industry 14

Harvard Business Review

OCTOBER 4, 2018

This is particularly important given the growing frequency of conversations that happen via technology (the phone, email, text, or chats) rather than in-person. Be Human… The body of research analyzing language use among customers, and between employees and customers, suggests a personal touch is indeed crucial. First, relate.

Analysis 15

Analysis Tips Artificial Inteligence Technical Review 15

Harvard Business Review

JUNE 22, 2012

You can be the one who figures out that putting the TV in everyone's airplane seatback could make for a great new airline. Here are a few examples where a simple twist on an existing paradigm changed everything — often in complicated technological businesses. And it's not exactly like bicycles were a new technology.

Artificial Inteligence 15

Artificial Inteligence Innovation Technology Design 15