Dear Strategy

MAY 11, 2020

On this episode of Dear Strategy, we analyze an airline story involving a cancelled flight, a premium seat, and a not so premium re-booking experience. But now, more than ever, airlines may need to start re-thinking their strategies – especially with respect to how they’ve been treating their customers. And boy was I right!

Airlines 52

Airlines Strategy Workshop Customer Experience 52

Agile Velocity

AUGUST 24, 2020

There have been many times in Southwest Airlines history where times were great. Watch this video to explore how Southwest Airlines’ core values and agility enabled their teams to come together during times of crisis and work towards the same goal. . About Emily Beatty | Strategist @ Southwest Airlines.

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Airlines Agile Customer Experience Leadership 65

The Accidental Product Manager

JUNE 10, 2019

This was followed in March when Ethiopian Airlines Flight 302, involving the same Max jet model, also crashed minutes after takeoff, killing all 157 people on board. At the same time, some airlines may decide that they want to receive their aircraft earlier than was originally scheduled. 189 people died.

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Airlines Software Review Product Manager Product Management 116

Dear Strategy

MAY 23, 2020

On this episode of Dear Strategy, we analyze an airline story involving a cancelled flight, a premium seat, and a not so premium re-booking experience. But now, more than ever, airlines may need to start re-thinking their strategies – especially with respect to how they’ve been treating their customers.

Airlines 52

Airlines Strategy Workshop Customer Experience 52

Alchemer Mobile

OCTOBER 11, 2018

– Francis Brown, Product Development Manager at Alaska Airlines. If we listen to the customer and give them what they need, they’ll reciprocate with love and loyalty to your brand.”. Only move forward with creating a product that will be ‘above the bar.’”. – Brian Lawley, CEO and founder of the 280 Group. Bill Gates, Microsoft.

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Product Manager Product Management Airlines Customer Experience 225

The Product Coalition

MARCH 1, 2019

Southwest Airlines gives us a great case study here. In the 1970s, all the incumbent major airlines had purchased the rights to the gates of the major airports, thus preventing new airlines from flying out of them. However, this approach had also caused those incumbent airlines to abandon gates at smaller airports.

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Airlines Analytic Tools Leadership Strategy 60

Alchemer Mobile

FEBRUARY 18, 2021

If we look at the charts below, you’ll see data from two apps: An airline app and a lodging app. Back in May of 2020, we dug into the mobile data to reveal changes in DAU (daily active users) across different industries. For the travel category, the data looked vastly different than any other industry.

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Travel Feedback Software User Testing Strategy 230

The Product Coalition

DECEMBER 28, 2020

A great instance is a 360-degree video advertisement produced by Hong Kong Airlines. They create a feeling that customers try a product before purchasing it. 360-degree videos constitute a new visual experience for consumers that can help brands earn their loyalty. They allow consumers to buy products right on the spot.

Marketing 179

Marketing Advertising Airlines Magazine 179

Intercom, Inc.

NOVEMBER 18, 2019

It’s probably fair to say support teams were the earliest adopters of business chatbots – it’s more than 10 years since Alaska Airlines introduced the world to its virtual assistant, Ask Jenn: Fortunately, support chatbots have come a long way since the Ask Jenn days. The ROI of support chatbots.

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User Testing Banking Product Research B2C 42

The Product Coalition

OCTOBER 25, 2020

Their key clients include famous brands such as The New York Times, Singapore Airlines, Twitter, Amex, Forbes, Durex, Riot Games, Nickelodeon, Subaru, Vattenfall, Panasonic, and Microsoft. Operating since 2014, the studio has become one of the leading and biggest animation studios in Eastern Europe.

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Airlines Magazine Advertising Travel 157

Alchemer Mobile

NOVEMBER 10, 2022

We think we’re pretty great – and so do many leading enterprise brands such as CNN, WeatherBug , FanDuel , Capital One, JetBlue, Dunkin’, Zillow, Norwegian Cruise Lines, Safeway, Alaska Airlines, and more. Apptentive allows companies to measure shifts in customer emotion and gather actionable feedback across their mobile customer journeys.

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Feedback Software Analytic Tools Reporting Tools Data Visualization 256

Intercom, Inc.

JUNE 19, 2018

These changes can already be seen at companies such as Dutch airline KLM. In the new book Human + Machine , Accenture technology leaders Paul Daugherty and Jim Wilson posit that the businesses that harness AI will flourish in the years to come – transforming everyday customer service in the process.

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Reporting Tools User Testing Research Software Customer Experience 216

The Product Coalition

JULY 19, 2022

For example, in the airline industry, we have upgrades for frequent travelers, or in the hospitality industry, we have upgraded hotel rooms or upgrade them to premium for car rentals. For example, in the Airline industry, we can Add a hotel or rent a car at the checkout instead of booking them separately.

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User Friction Customer Experience User Testing Customer Feedback 128

ProductPlan

OCTOBER 1, 2020

Teacher/plumber/airline pilot: So, what do you do? Teacher/plumber/airline pilot: Me too! Teacher/plumber/airline pilot: Someone pays you to own products? But imagine what the title must sound like to someone entirely outside the product world. PO: I’m a product owner. I mean, what do you do for a living?

Airlines 109

Airlines User Testing Customer Experience Software Review 109

Melissa Perri

OCTOBER 23, 2016

As someone who doesn’t work for an airline, how am I supposed to know that Z class doesn’t exist on Aer Lingus? I’ve bet you felt that too on just about any airline. What happened next, pissed me off more than the switcheroo. The customer service agents considered this my fault, and acted like it wasn’t a big deal. I feel wronged.

User Testing 136

User Testing Customer Experience Customer Feedback Airlines 136

Intercom, Inc.

SEPTEMBER 23, 2021

I talked to a number of people and asked them, “If every airline took away the miles and you couldn’t get those free trips anymore, would you continue to fly on that airline?” Would they immediately switch to a competitor if they offered lower prices? ” And many times, the answer is no. That’s unfortunate.

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Reporting Tools Customer Experience Airlines Technical Review 145

The Product Coalition

MAY 3, 2020

I came across an opportunity from a reputable airline requesting for innovative ideas on how to curb food wastage on flights. One differentiation factor for full service airlines apart from the entertainment offered to their passengers, is food. However the blind-spot lies at how the problem is created in the first place.

Airlines 78

Airlines Analytic Tools Research Software Data Visualization 78

Reveal

AUGUST 24, 2022

Banking CRM Crypto Education Finance Healthcare Insurance IT Manufacturing Real Estate Retail Supply chain Telecommunications Security Logistics and delivery Marketing Airlines Hospitality Weather forecast Agriculture SaaS Government Sports. Data analytics is transforming the airline industry too. See Reveal in Action.

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Data Visualization Embedded Analytics Analytic Tools Telecommunications 98

Mind the Product

JUNE 25, 2019

Southwest Airlines was able to align employees on providing a cheap, no-frills experience for customers by hiring people who bought into its vision of air travel. The idea was that if you hire employees whose personalities and values align, you’ll have more invested and more loyal employees.

User Testing 178

User Testing Weak Development Team Customer Experience Airlines 178

Pragmatic Marketing

SEPTEMBER 20, 2018

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. I hate surprise charges and, right or wrong, I don’t feel airlines should charge for carry-on luggage. Obviously he hasn’t flown no-frills airlines before.) I know many people who fly the no-frills airlines.

Airlines 70

Airlines Customer Experience Books Blog 70

Pragmatic Marketing

SEPTEMBER 19, 2018

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. I hate surprise charges and, right or wrong, I don’t feel airlines should charge for carry-on luggage. Obviously he hasn’t flown no-frills airlines before.) I know many people who fly the no-frills airlines.

Airlines 70

Airlines Customer Experience Books Blog 70

The Product Guy

JULY 4, 2019

At Hewitt, I was a Business Analyst on the TWA (Trans World Airlines) and Nalco Team. My career started at Hewitt Associates which was a human capital and management consulting firm that operated 500 offices in 120 countries. We provided consulting, insurance brokerage, information technology and business process outsourcing services.

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Research Software Product Manager Product Management Systems Review 153

Intercom, Inc.

DECEMBER 4, 2019

In an entirely different industry, and in an entirely different way, European budget airline Ryanair also demonstrates incredible consistency from its value prop (cheap flights) to its product to its brand identity. Three reasons companies get this stuff wrong.

Branding 209

Branding Weak Development Team Technical Review Airlines 209

Agile Velocity

SEPTEMBER 28, 2023

In one year’s time, they saw measurable bottom-line results : boosting annual revenue by millions of dollars.

Agile 105

Agile Airlines Customer Feedback Finance 105

Product Talk

FEBRUARY 28, 2024

But people with children, with school schedules, teachers, they are beholden by budget, calendar, airline preference, or seating preference.” Through these conversations, they began to identify that many people lack flexibility with their travel while the Going product really demands flexibility.

Product Research 275

Product Research Onboarding KPIs Feedback Software User Testing 275

Product Management University

FEBRUARY 1, 2017

For example, a spike in oil prices a few years ago prompted a series of fuel conservation and new revenue initiatives for airlines that then dictated spending priorities in engineering, marketing, customer service, and many other operational departments.

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Document Marketing Airlines Data Visualization 100

Lenny Rachitsky

JULY 25, 2024

In our conversation, we discuss: The five key questions you need to answer to develop an effective strategy Why most companies get strategy wrong How to avoid “playing to play” instead of playing to win Real-world strategy examples from Procter & Gamble, Southwest Airlines, Lego, and Figma How to think about differentiation vs. low (..)

Feedback Software 75

Feedback Software Airlines Strategy Differentiation 75

Product Talk

SEPTEMBER 1, 2021

First, there are the businesses, like CLEAR, that work directly with Human API, then the partners those businesses work with, like airlines, and ultimately the consumers themselves. There are multiple layers of customers and consumers.

Product Research 252

Product Research User Testing Technical Review Data Visualization 252

Modus Create

MARCH 14, 2023

United Airlines — Calming Nerves with ConnectionServer Airlines Missing a connecting flight due to tight scheduling frustrates thousands of passengers every day. United Airlines created a new tool to solve the problem: ConnectionSaver.

Analytic Tools 98

Analytic Tools Reporting Tools Data Visualization Technical Review 98

Mind the Product

SEPTEMBER 29, 2017

These weeks have been successfully run everywhere from banks to airlines to charities. Rather than building MVPs for six months to get perfect real-world data, you get just enough to make the decision you need to make. A Design Sprint is also fit for purpose, no matter how large the organisation is.

Research Software 124

Research Software User Testing Airlines Software Review 124

The Product Coalition

JANUARY 17, 2021

The main recruiters are IT firms, but you can also get hired by airlines, financial service providers, retail chains and hotels. Future Scope Big tycoons like Wipro, Infosys, TCS, IBM, TCS, Tech Mahindra, HCL, Airtel, Reliance hire good ethical hackers. Depending on how well you can perform, you can also join government agencies.

Reporting Tools 135

Reporting Tools Research Software Technical Review Software Review 135

Roy Madden

APRIL 4, 2020

You’re looking for ground-breaking stories and reports about the airline industry. First, click on the search icon to open Power Search, select the new Across the web tab, and search for the airlines topic. Go to Power Search across the Web and search for airlines. Search across the web for the topic airlines.

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Airlines Magazine Customer Feedback Events 62

Johanna Rothman

DECEMBER 15, 2023

She arrived at the two-story bright blue building that housed the local airline. Even as she glanced up to see eagles flying overhead, they didn’t make a sound. Or, more likely, they were too far away for her to hear them. Supposedly there was a taxi stand just beyond the building. She looked around—there was no one outside. No moving cars.

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Airlines Magazine Consulting Management 85

Intercom, Inc.

JANUARY 12, 2022

And it made me think: are there some airlines that are just able to fly faster? I looked at different routes and was like, “Are there changes in the speed of different airlines? There were actually some airlines that were consistently a couple minutes faster. Why is Delta faster on this?

Data Visualization 151

Data Visualization Analytic Tools Research Software Reporting Tools 151

Intercom, Inc.

MARCH 12, 2020

. “When a customer comes into contact with any aspect of a business, they form an impression” Shep: Let me give you a quick example: airlines. He ran Scandinavian Airlines, and a passenger is his customer. It all starts with Jan Carlzon and the idea of the moment of truth.

Customer Experience 164

Customer Experience User Testing Customer Feedback Feedback Software 164

The Accidental Product Manager

MAY 9, 2022

They spend over two decades trying to get airlines interested in buying it. The reason that this plane was not successful was because airlines didn’t think that they could fill the 555 seats and the fact that the aircraft cost US$445.6M. Boeing has secured orders for its larger 777X from many of the world’s airlines.

Airlines 65

Airlines Product Manager Product Management Management 65

Mind the Product

NOVEMBER 20, 2018

Here’s what we learned about unlearning the past from a lively discussion with Barry, Anna Kuriakose (Chief Product Officer at TotallyMoney), Reshma Shaikh (VP of Strategy and Operations for Springer Nature), and Glenn Morgan (Head of Digital at International Airlines Group). The Romans had the Right Idea.

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Airlines Leadership Customer Experience User Testing 126