Lessons From Airline Industry Downtime

Daniel Burrus

If you were one of the millions of travelers impacted by the technology breakdown of two major airlines a few months ago, you have my sympathies. In July 2016, Southwest Airlines canceled 2,300 flights when a router failed, delaying hundreds of thousands of passengers.

Innovating for a Worse Customer Experience (Insights from United Airlines)

Innovation Excellence

This week’s debacle at United Airlines highlighted a darker side of Innovation. While this was an extreme example of terrible customer service, I think it is merely the tip of the commercial innovation ‘iceberg’ that has been pervasive in the airline industry for many years.

Trending Sources

Branding Strategies – A Scary Mistake for Southwest Airlines

BrainZooming

I’m not sure where to start with the brand experience problems for Southwest Airlines in this picture. The entire Southwest Airlines ticketing area was decorated for Halloween. We talk about Southwest Airlines frequently example in Brainzooming branding and content marketing workshops.

Innovation Sighting: Adjustable Airline Seats

Innovation Excellence

Continue reading → Consumer Innovation Creativity Growth Strategy airlines flying invention travel innovationHere's a nice example of the Attribute Dependency Technique, one of five in the innovation method called Systematic Inventive Thinking (SIT).

6 Keys to Making Collaborative Innovation Successful

Speaker: Soren Kaplan, Founder of InnovationPoint

named after an Australian airline promotion for dirt-cheap, same-day round-trip. BOOK GROUP PRESS www.gbgpress.com GREENLEAF The H o w t o C r e a t e a C U l t U r e o f i N N o v a t i o N S o r e n K a p l a n , p h D An Excerpt from.

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.

This Is How Your Business Will Be Disrupted

Innovation Excellence

Innovation Core Competence Southwest Airlines Wal-MartThe principles of running a business are fairly straightforward. You create clear objectives, achieve them efficiently and try to get better as you go.

Change Management and the Structure of Innovation

Innovation Excellence

Innovation change management heirarchy Holacracy Malaysian Airlines Organizational Structure P&G Shimano WalgreensOften innovation is cast in the minds as a pure product related process.

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.

Data From 3.5 Million Employees Shows How Innovation Really Works

The company’s customers – airlines – found this frustrating because sometimes planes land late and need to take off early. An administrative assistant at the company who was familiar with the airlines’ complaints responded to the challenge. INNOVATION Data From 3.5

Are You Setting Yourself Up For Failure

Rmukesh Gupta

The Situation : My job entails a lot of travel and that has resulted in me amassing a decent number of miles on an airlines frequent flier program. I have flown atleast three more sectors since the announcement and I am yet to see in-flight entertainment in the airline.

Virgin just invested in new supersonic jets which travel faster than Concorde

Idea to Value

hours, yet would be cheap enough to run that they would be economically competitive with normal airlines taking more than twice as long. Boom has also reportedly signed a $2 billion (£1.4bn) deal with an unnamed London airline to help it develop its own planes. times faster than any other airliners, up to speeds of 1,451mph (Mach 2.2). Virgin will partner with Boom to buy 10 of its new supersonic aircraft, with ticket prices about the same as current business class.

Four Mind-Bending Business Models to Shake Up 2016

Leapfrogging

In April 2015, French budget airline Transavia reframed the value of their low-cost flights via a campaign that compared their ticket prices to casual spending decisions made in a grocery store.

Warren Buffet’s powerful “Two List” productivity tip for creative people

Idea to Value

Buffet was speaking to his personal airline pilot Mike Flint, who was asking for some advice on how to prioritise the activities which will help his career. Warren Buffet is known as one of the most successful and generous investors of all time. And he recently shared one tip for how to spend less time procrastinating and more time actually executing your ideas.

Tips 69

Invent IT: Lufthansa Intrapreneurs Program

Innovation Excellence

Lufthansa Systems, IT services provider in the airline industry with over 300 airline customers, initiated an Intrapreneurs program named Invent IT in 2007-2008. New Business and Innovation manager at Lufthansa Systems, and key executive of the program, Carina Leue-Bensch takes us step by step through this extensive journey, and draws some leassons learned out of this 10 years experience.

Lufthansa’s Inflight Open Innovation Platform

IdeaConnection

The German airline has come up with a neat way of doing open innovation and that is with its FlyingLab, which involves passengers testing new products and services while they are flying.

Why Your Cellphone Bill is Decreasing

Michael Roberto

The same dynamic exists in the airline industry. The airlines have an incentive to cut price so as to fill every available seat, since the marginal costs of an additional passenger are very low. In an article by Ryan Knutson, the Wall Street Journal reports this morning that, "The cost of U.S. cellular service is rapidly plunging, reversing years of increases that have squeezed consumers’ budgets and generated huge profits for wireless companies."

Comment on Turning Failure into Success by marvidigile

Stephen Shapiro

Your observation is correct especially with the United Airlines fiasco, most companies learned their lesson pretty well. Customer experience is now the new marketing and social media is a very accessible channel. Customers today know what they want and they’re not afraid to vent their dissatisfaction over Facebook and Twitter. Most organisations also built their own alerts whenever someone mentions them online.

The Internet of Things Is Creating Smart Airports

Daniel Burrus

The technology failures that caused the widely publicized shutdowns of both Southwest and Delta Airlines in 2016 underscored the very real need to update aging IT infrastructure. Thanks to new technology, many other aspects of airline travel have definitely improved. The tools that we ourselves carry have also improved airline travel. For countless travelers, the term “smart airport” is an oxymoron.

Create your own Corporate Miracle Garden

Destination Innovation

It contains many unexpected and incongruous items covered with flowers e.g. an Emirates Airlines plane, two cars stacked one on the other or two houses leaning together. I recently visited Dubai to give a class on Innovation.

Cutting Complexity with Lisa Bodell of Futurethink

InnovationManagement

In this episode, Lisa and Mark reconvene to share more essential tools for leaders and teams to simplify their work environment from her second book, Why Simple Wins , they explore insights into how companies like SAP, Southwest Airlines and Syngenta are putting simplification principles into action.

Gamification and Open Innovation

eZassi

Examples include: Airline Frequent Flyer Programs. Each of these systems gives rewards for participation, whether it’s crossing the street safely or getting a free airline ticket.

Comment on Turning Failure into Success by Wellington Manjengwa

Stephen Shapiro

Hi Stephen, I think many of us can relate to your airline experience. And yeah, I must agree that when something that seems bad turns out good, it makes us feel good. In my case for example, I was asked by a restaurant manager if I liked their food and I honestly pointed out the things I didn’t like. It turned out that I was given a discount and they promised that they will be improving their food.

Change Your Thinking, Improve Your Results

Daniel Burrus

Just ask Delta Airlines , the British bank Tesco or any other company whose legacy software caused breakdowns and data breaches. Just like old software that can shut down an entire airline, so, too, can legacy thinking cripple your organization.

Analysis Of The Next-Generation Mobility Value Chain

Corporate Innovation

Car rental companies, and even airlines as we consider personal mobility drones and flying cars (and here ), could provide key areas of expertise to the new value chain and become important participants. Table 2 : Areas of expertise contributed by car rental companies and airlines.

The Whole Foods Strategy…Isn’t (Whole)

Matthew May

Think Southwest Airlines. There’s an interesting strategic play being made by Whole Foods Markets, in the midst of the company’s nearly $2 billion one-day drop in market value a few weeks ago, on the announcement of a shareholder lawsuit.

The Value of One Good Idea

KindlingApp

For example, in 1972, Southwest Airlines was in deep trouble: they had already been forced to sell a number of their aircraft, and were still losing money at a rapid rate. By transforming Southwest into an airline that was extremely efficient (and known for it), Franklin turned the business around almost as fast as one of his planes. Southwest isn’t the only airline to benefit from one good idea.

A new value chain for next-generation mobility

Corporate Innovation

This is common practice today in the airline industry. I am calling this function out as a separate part of the value chain because, as it is increasingly happening in the airline industry, the fleet operator may decide to outsource its fleet’s maintenance to a specialist. Today, each TNC runs its own reservation system, much like airlines used to do in the past. Remember that American Airlines originally developed Sabre and later spun it off.

The Importance of Casting a Wide Net While Innovating

Qmarkets

Read on to discover innovation best practices from Robert's experience working at a range of renowned companies, including Citibank, Delta Airlines, and most recently Southwest Airlines.

What’s Really Happening with United’s Board?

Adam Hartung

The airline consistently ranks near the bottom in customer satisfaction, and on-time performance. Retired since 2004, is Mr. Bethune really in step with the needs of airline customers today? Orbitz was originally created as the Travelocity and Expedia killer by the major airlines.

Four Mind-Bending Business Models to Shake Up 2016

Leapfrogging

In April 2015, French budget airline Transavia reframed the value of their low-cost flights via a campaign that compared their ticket prices to casual spending decisions made in a grocery store.

Crowdsourcing Internal Innovation

Collective Innovation

For instance with airlines, you can create a difference by creating a better user experience if most airlines have the same expectation. Several airlines have focused on creating a more friendly experience, better lounges, a better business class, in-flight entertainment, food, etc.

Oil and Water: Why Corporations and Startups Rarely Mix

Game-Changer

But, frankly, we’re not building an airliner. Illustration by Christian Laborin. There are many experienced, talented and well intentioned people who are, without knowing, blockers to innovation.

The “Joy” of Innovation: What We Can Learn from the Story of Serial Innovator and Entrepreneur Joy Mangano

Idea to Value

After her divorce in 1989, Joy Mangano was struggling to pay the bills working two jobs as a waitress and an airline-reservation manager while living with her three kids in Long Island, NY. Producer David O. Russell’s most recent movie, Joy [1] , begins with a title card appearing on the screen announcing this dedication: “Inspired by the true stories of daring women. One in particular.” [2]

Monetizing Big Data in Next-Generation Mobility

Corporate Innovation

Airlines provide a very good example of what is possible by continuously collecting such data. Automakers and fleet operators can reward their customers for their loyalty using a system similar to that used by airlines or hotel chains.

Why CEOs have Liberal Arts Degrees

Mills-Scofield

They are leading global airline, chemical, healthcare, pharmaceutical, and financial companies, among others. Some of today's top CEOs were history, political science, sociology, chinese and music majors in college.

Open Innovation Challenge to Improve Air Travel: Winners Announced

IdeaConnection

Several airline passengers have a little more money in the bank thanks to an open innovation competition in Germany.

Brand Strategy – Giving Employees Time with a New Brand Promise

BrainZooming

He was flying on United Airlines as it introduced ‘United Rising.’ When a brand strategy change is planned, what happens first?

Is Surge Pricing Coming of Age?      

Rmukesh Gupta

Hotels, airlines are known to have done this for ages and done well. This could be an option for airlines seats, cineplexes, conferences, railway/bus tickets, car parking, workshops, fund-raisers, limited edition items, etc. Surge Pricing is Coming of Age.

Overcoming fixedness before being locked in amber

OVO Innovation

Conversely we can see why it is difficult to innovate in the airline industry. It seems strange to me, after working for over 12 years in innovation, that so many people can view the same set of circumstances and opportunities in so many different ways. Our economy is awash in innovation opportunities, and the opportunities are growing and expanding. There are opportunities to innovate new products and services, of course, but also new channels and new business models.