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Get Someone Else to Do the Work

Destination Innovation

It is an example of lateral thinking in action. It also saved the airline the task of checking them in. The airline had transferred part of the job to the customer. Does a boy get a chance to whitewash a fence every day?” This saved time for passengers without luggage to check.

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The Double-Handed Approach to Innovation

Destination Innovation

Similarly with the low-cost airline Ryanair. It added new destinations of smaller airports that the major airlines did not use. The iPhone added new functionality such as camera and music while eliminating the physical keyboard. It eliminated allocated seating and travel agents. And it offered lower cost.

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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. United Airlines can’t afford Not to do an innovation project.

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Future-Centered Design: How to Turn Great Ideas into Action Plans

Daniel Burrus

Southwest Airlines has a notable history with both intrapreneurship and solving both internal and external company pain points creatively. But at Southwest Airlines, an internal employee named Marty Cobbs decided to take passengers by surprise by livening up the safety instructions with humor.

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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.

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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.

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Can AI Help Reframe Business Problems?

Stephen Shapiro

Work with airlines and other partners: Collaborate with airlines and other partners to find ways to improve the baggage handling process. Work with airlines and other partners: Collaborating with airlines and other partners to coordinate baggage handling procedures can also help to reduce wait times.

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