Harvard Business Review

JUNE 13, 2014

Quick, name a product that was developed without using software. Software has become a crucial part of almost all goods and services. The rapid pace of change in software (e.g., For an example, I spoke with Andy Singleton , CEO of Assembla , a firm that helps software development teams build software faster.

Software 11

Software Industry Management Disruption 11

Harvard Business Review

DECEMBER 22, 2011

Google acquired ITA Software in 2010, a software company that created airfare and travel management software for airlines and resellers. The expansion of data into search results pages is also breaking into markets where Google is not yet a force.

Marketing 22

Marketing Change Software Data 22

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

JULY 5, 2016

At MyEdu, we had developed a college student profile product, and Blackboard – one of the largest educational software companies in the world – purchased our company to supplement their existing product portfolio with this rich new capability.

Technical Review 10

Technical Review Software Review Underperforming Technical Team Software 10

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

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.” ” A PriceWaterhouseCoopers review suggests roughly 45% of flyers would lose under the new schemes. This shouldn’t surprise.

Software Review 14

Software Review Comparison Technical Review Software Developers 14

Harvard Business Review

APRIL 25, 2016

For context, I worked at Delta Air Lines for many years before I joined Red Hat, the open source software provider where I am now CEO. Airline operations are a huge optimization challenge. Maybe it’s not an exact apples-to-apples comparison, since you can’t break up an airline into multiple moving parts (at least not yet).

Software 15

Software Disruption Comparison System 15

Harvard Business Review

JANUARY 6, 2011

If you have the choice between an Asian or Middle Eastern airline and a U.S. Do whatever you can to get status on Singapore Airlines as quickly as possible. If there is a company that has higher service standards than Singapore Airlines, I'd like to see it. If you happen to give a speech in Asia, expect a gift.

Tips 16

Tips Training Meeting Culture 16

Harvard Business Review

JUNE 12, 2015

That’s because the systems gather performance, weather, flight path and other data and feed it over the Industrial Internet to the cloud, so that it can be crunched by software and analytical engines built and operated by GE Aviation’s Flight Efficiency Services unit. Doesn’t seem like much?

System 13

System Software Training Report 13

Harvard Business Review

AUGUST 12, 2011

Take Australian software company Atlassian's ruling value: "Open company, no bullshit". Southwest Airlines drew that line between flying for the few and well-to-do and the "freedom to move about the country." But those that do, offer two very clear lessons about sticking to your convictions. That's because there is no place to hide.

Software Review 15

Software Review Exercises Policies Meeting 15

Harvard Business Review

MAY 17, 2017

The airline industry is a cautionary tale of what happens when companies emulate new business models without bringing over the associated mental models. For over 40 years, Southwest Airlines has been a disruptive force in the airline industry, creating an entirely new category and a record 43 consecutive years of profitability.

Change 15

Change Strategy Strategy Video 15

Harvard Business Review

FEBRUARY 1, 2013

Think Apple, or Southwest Airlines, or for a more recent example, Zipcar. Top Amazon reviewers are often more powerful than traditional media reviewers. After implementing the process, request rates for new software releases increased 50%. And here's where it gets interesting. Help customers build status in the community.

Software Review 13

Software Review Technical Review Software Marketing 13

Harvard Business Review

FEBRUARY 16, 2011

Although many people didn't notice, Nintendo took a similar route in the video game industry, where new technologies were making games complex; intimidating would-be players; and increasing R&D, manufacturing, and software development costs enormously. In the 1990s, low-cost airlines such as Southwest Airlines in the U.S.

Software Developers 13

Software Developers Software Development Strategy Strategy 13

Harvard Business Review

APRIL 3, 2015

Most brands do invest in “social listening” programs, from monitoring software to teams of analysts who scan the feeds in the hopes of muffling bad feedback and amplifying positive feedback. I’m no road warrior, but I do clock an average of 100,000 miles a year, meaning I have some elite status on various airlines.

Case Study 13

Case Study LEAN Report Marketing 13

Harvard Business Review

OCTOBER 26, 2012

She finds an electronics review site, clicks on a banner ad, reads about the product details, and decides to go into the store to see the model. She also uses her smartphone to do a quick price comparison, and scans the QR code to get additional product information.

Software Review 16

Software Review Data Technical Review Comparison 16

Harvard Business Review

NOVEMBER 25, 2015

We found that the companies most famous for their cultures — from Southwest Airlines to Trader Joe’s — maximize the good motives , while minimizing the bad ones. Take for example the airline industry. The next most sensitive element is the identity of an organization, which includes its mission and behavioral code.

Culture 15

Culture Company Underperforming Technical Team Software Review 15

Harvard Business Review

NOVEMBER 9, 2015

To avoid frustrating customers, limiting their lifetime value, or driving them to competitors due to poor digital experiences, businesses should focus on the following goals for an effective digital consumer experience strategy: Consistency creates loyalty, and relies on internal IT.

Software Review 14

Software Review Technical Review Software Survey 14

Harvard Business Review

NOVEMBER 23, 2011

Macy's mBlog offers "news, reviews, magic and more," J. The immediacy of interactive channels requires software-based rules that can rapidly evaluate an interaction, looking at where a customer has come from, what she's looking at, what others like her have bought, and other data in order to assemble and present a customized response.

Video 16

Video Software Review Marketing Tools 16

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. When data are captured and used without permission, as facial recognition software does in stores or in the public square, new norms and probably legal standards need to be established.

Data 19

Data Big Data Exercises Tips 19

Harvard Business Review

OCTOBER 26, 2012

Southwest's discount airline service, which attracted people who might otherwise take the bus or not travel at all, and Nintendo's Wii gaming console , which appealed to families looking for simple entertainment, are but two examples of companies reaping the rewards of this strategy. Constraints.

Software 18

Software Tips Marketing Innovation 18

Harvard Business Review

JUNE 22, 2011

Likewise, we can also think of more linear innovations that were evolutionary: better engines for cars; better sound systems for the phonograph; the World Wide Web (enabled by another incremental invention, html code) for the Internet.

Industry 17

Industry System Innovation Technology 17

Harvard Business Review

JULY 12, 2011

And American Airlines and Delta Airlines competed for an exclusive relationship with Japan Airlines. Microsoft and Intel, as is well known, have long sought alternatives to their being fused at the hip — Microsoft seeking alternative chip platforms for its software, and Intel supporting additional operating systems.

Management 13

Management How To Strategy Strategy 13

Harvard Business Review

DECEMBER 31, 2012

Or to provide a product review on any site important to your market. Parallels Software did this recently in a customer survey, and uncovered 30,000 self-identified "promoters." Also, the advocates who posted product reviews raised average review scores from 3.5 Or to upload a video singing your praises. out of 5 to 4.5.

Software Review 10

Software Review Technical Review Underperforming Technical Team Product Development 10

Harvard Business Review

NOVEMBER 7, 2013

With the Apple experience fresh in their minds, the banking team redesigned the touch points surrounding the line of credit product – from how the product was delivered (in a beautiful box with a luxurious feel that makes the user feel they are opening a gift) to the color-coded operating instructions.

Software Review 9

Software Review Ideation Creativity Product Development 9

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. Thoughtful communication is also important. ’” said another.

LEAN 14

LEAN Company Survey Guidelines 14

Harvard Business Review

SEPTEMBER 11, 2012

airline learned from an internal study that about 10% of the flights into its major hub had at least a 10-minute gap between the estimated time of arrival and the actual arrival time — and 30% had a gap of at least five minutes — it decided to take action. So when a major U.S. When did it actually land?". BIG DATA INSIGHT CENTER.

Big Data 11

Big Data Data Management Fractional CTO 11

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.

Tips 21

Tips System Competition Examples 21

Harvard Business Review

AUGUST 24, 2015

Using an established system for distinguishing facial expressions (the Facial Action Coding System, or FACS), their researchers watched each video second by second, without sound, and tracked the expressions that flitted across the executives’ faces. They examined 29 online videos of apologies made between 2007 and 2011.

Video 14

Video Study System Company 14

Harvard Business Review

OCTOBER 3, 2016

Last year, Jeff Smisek, the former CEO of United Airlines, received a separation payment of $4.875 million in cash along with additional equity awards and other benefits for a total of close to $37 million after being ousted from his company. Golden parachutes can’t seem to stay out of the news.

Software Review 12

Software Review Report Policies Company 12

Harvard Business Review

MAY 25, 2012

For example, by prototyping multiple consumer experiences and business models before investing in an initial MVP, GoGo was able to launch an airline WiFi and in-flight service experience that combined the best of multiple alternative services that might be offered in flight. So why didn't they?

LEAN 19

LEAN Agile Competition Software 19

Harvard Business Review

JUNE 24, 2016

Take a cue from other sellers of perishable products with fixed capacities — industries such as airlines, hotels, and car rentals — and employ dynamic pricing. Software-based algorithms constantly change prices to align with demand fluctuations.

Marketing 13

Marketing Software Industry Strategy 13

Harvard Business Review

AUGUST 7, 2018

If consumers start turning regularly to smart speakers for their travel needs, they could end up interacting less and less with traditional airline, hotel, and even online travel agency brands. They also may provide airlines, hotel chains, and rental car companies more clout when setting up smart-speaker partnerships.

Industry 12

Industry Artificial Inteligence Data Technology 12

Harvard Business Review

JANUARY 7, 2013

In the effort to build up the process organization, companies can use community-building software or blogs to solicit input from stakeholders to gather information that can be used to improve internal- or external-facing processes. As such, this use of digital channels can become part of the process of process management.

Management 11

Management Agile Tools Trends 11

Harvard Business Review

APRIL 21, 2015

The payoff is that it puts the firm in a position to drive those relative costs even lower as competition unfolds due to the learning curve advantage. One then became two in 1980, when Michael Porter pointed out that there is another way to compete: differentiation. Another nineteen years later, their competitive advantages are going strong.

Competition 15

Competition Software Review Strategy Strategy 15

Harvard Business Review

DECEMBER 1, 2015

All too often the functionality, user experience, logic, and workflow decisions of exactly how the application will work are made by the software vendor or app developer with no input from users. Aggregators like Expedia and some airlines will argue that they do allow you to book both flight and hotel from the same portal.

Software 14

Software System Data Strategy 14

Harvard Business Review

JULY 6, 2015

Pricing optimization software helps companies link cost, customer, and sales-performance data and dynamic pricing methods allow firms to take account of market factors, competitor actions, and customer responses. Throughout the 2000s, even as the internet continued to grow, prices remained the same for months at a time.

Change 14

Change Trends Software Industry 14

Harvard Business Review

FEBRUARY 7, 2014

First, already in competition with airlines, they were beginning to compete with German and Italian railroads. SNCF made a bold decision to give up the usual codes of the category and create something to which no link to the past existed, but that underscored its then current leadership and brand values. SNCF’s Audio Logo, 2012.

Leadership 14

Leadership Marketing Competition Study 14