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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.

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.

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.

How WOW Air Disrupted The Airline Industry

Innovation Excellence

So, how did one airline company disrupt the airline industry through a low-budget carrier? Innovation Airline Industry airlines disruption Iceland travel Wow AirA remote, often misunderstood country, Iceland has become one of the hottest tourist destinations.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

The Role of Creativity in the Life of a Product Manager

Rmukesh Gupta

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. The Role of Creativity in the Life of a Product Manager by Mukesh Gupta.

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.

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]

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.

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?

Commentary: How much fraud is too much?

Open Innovation

Passengers are understandably skittish to fly an airline that’s lost two jumbos full of passengers in six months (even if the 2nd case was just pure bad luck). Many people forget that it took only a single plane crash to respectively drive out of business two of the most storied brands in US aviation, Pan Am (1988) and TWA (1996), even though neither airline bore the primary blame for the resulting crash.

Innovation Strategy – 6 Possibilities with Regulatory Constraints

BrainZooming

The “Inside the Executive Suite” article from Armada Corporate Intelligence profiled an intriguing innovation strategy example within a regulated industry. The feature looked at JetBlue Airways and its plan to introduce an internal training program for pilots.

5 Practices for Leaders of the Future #FutureOfWork

Rmukesh Gupta

One of the best examples of this behaviour that I have come across is by Herb Kelleher of Southwest Airlines. He is famous to have taught every employee of the Organization to decide based on the one shared vision they had – to be the lowest cost airline.

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.

Summer Travel Blogging – All the Fun Places You’ll See

BrainZooming

I was on a late Southwest Airlines flight where I think they decided to just not do any drink service because the flight attendants didn’t want to work.

My Innovation Management Summer Reading: Ideas are Free.

KindlingApp

The authors cite lessons from corporations such as Toyota, Southwest Airlines, and Kraft to drive home the significant benefits of a correctly executed innovation program. The start of September means we begin saying “last”. Last seasonal beach trip, last barbecue, and the last time to wear those white summer jeans. September also brings me to the last pages of my summer reading, Ideas are Free by Alan G. Robinson and Dean M. Schroeder (also co-authors of The Idea Driven Organization ).

Smisek’s United Ouster – Were You Really Surprised?

Adam Hartung

Since Mr. Smisek organized the merger of Continental (his former employer) with United, creating the world’s largest airline at the time, things have not gone well. Since announcing the merger in 2010, more has gone wrong than right at United: Computer glitches have hounded the airline.

Automakers Must Partner Around Big Data

Corporate Innovation

Like an airline does with its planes, Uber always wants to understand which of the vehicles in its service are more efficient and allow for higher utilization, while providing the highest satisfaction to the passengers. By extensively utilizing data, and paying attention to detail Tesla has changed the conversation on the type of personalized experience car owners (drivers and passengers) should expect from an automaker.

Automakers Must Partner Around Big Data

Corporate Innovation

Like an airline does with its planes, Uber always wants to understand which of the vehicles in its service are more efficient and allow for higher utilization, while providing the highest satisfaction to the passengers. By extensively utilizing data, and paying attention to detail Tesla has changed the conversation on the type of personalized experience car owners (drivers and passengers) should expect from an automaker.

The 3 Biggest Lessons from Our Financial Services Panel

KindlingApp

In his example, tech companies like Priceline and Orbitz solved the pain of searching for the best ticket price and booking a flight, but remain fully reliant on the established airlines to provide the end service. Since 1937, we’ve witnessed a rise in the average human life expectancy from 61 to 78 years. The exact opposite has happened to corporations. The average lifespan of an S&P 500 company has dramatically dropped from 75 years down to 15 over the same period.

Automakers Must Partner Around Big Data

Corporate Innovation

Like an airline does with its planes, Uber always wants to understand which of the vehicles in its service are more efficient and allow for higher utilization, while providing the highest satisfaction to the passengers. By extensively utilizing data, and paying attention to detail Tesla has changed the conversation on the type of personalized experience car owners (drivers and passengers) should expect from an automaker.