article thumbnail

Show report: CX and EX inextricably linked, with empathy as the glue

1 to 1

Delta Airlines CEO Ed Bastian’s announcement that in-flight wi-fi would be free for loyalty members went over with flying colors, drawing hoots and rousing applause. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We We define our business as an experience business.

Report 26
article thumbnail

That’s Not My Job!

Peter Stark

Southwest Airlines is a great role model when it comes to team members who can accomplish multiple jobs. Over the years, we have conducted Employee Engagement Surveys with over 300 organizations and have over 100,000 opinions in our Peter Barron Stark Companies benchmarks. Development of future leaders.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The Price is Right: Decoding the Art of Product Pricing

Tom Spencer

For instance, airlines typically try to practice price discrimination by charging higher prices for business travelers and lower prices for tourists. However, the presence of low-cost carriers can often force an airline to drop prices across all customer segments. Who are my customers and what do they value?

article thumbnail

Emerging Market Contagion Spreads; Argentina, Venezuela, Turkey Roundup; 50% Tax on Internet Purchases

MishTalk

Investors are losing confidence in some of the biggest developing nations, extending the currency-market rout triggered last year when the Fed first signaled it would scale back stimulus. Venezuela Reserves In Venezuela, the government devalued its currency for airline tickets and incoming foreign direct investment on Jan.

article thumbnail

Your Whole Company Needs to Be Distinctive, Not Just Your Product

Harvard Business

The heart of differentiation therefore is your company’s ability to develop and promote distinctive products, services, and branded experiences on a consistent basis. Our recommendations include: Be skeptical of benchmarking. But differentiation needs to be sustainable; it shouldn’t live or die with individual offerings.

article thumbnail

2014 List of Strategy Consulting Firms in Sydney

Tom Spencer

Nous service lines include business strategy, public policy, leadership & people development, organisational capability, and information management & technology. Pacific Strategy Partners develops practical solutions by deploying low leveraged teams guided by deep Director expertise. Pacific Strategy Partners.

article thumbnail

Research: Index Funds Are Fueling Out-of-Whack CEO Pay Packages

Harvard Business

This sweeping development known as “common ownership” – the same firms owning the competing firms in the same industry – is relatively new. It has resulted in higher prices in the airline and banking industries. Still, other empirical studies have identified anti-competitive effects of common ownership.