Rick Conlow

MAY 17, 2023

Southwest Airlines: Southwest Airlines is known for its strong commitment to servant leadership. As a result, the airline has consistently ranked high in customer satisfaction and employee engagement. Marriott International: Marriott International is a global hotel chain recognized for its commitment to servant leadership.

Leadership 112

Leadership Training Training Airlines 112

Harvard Business

JULY 27, 2017

Make sure to use the right metrics when measuring success and identifying areas for growth. Repeat usage or transactions completed may be more meaningful metrics than time spent for a productivity app like Dropbox or a travel app like Alaska Airlines. What cross-channel customer behaviors can mobile help impact and influence?

Strategy 30

Strategy Strategy Strategy& Metrics 30

Management Consulted

SEPTEMBER 25, 2016

The Net Promoter Score is a customer loyalty metric originally formulated by Fred Reichheld, Bain & Company, and Satmetrix in 2003. Because customers are key to bringing about this change, customer satisfaction metrics helps to see the true story. Want to find out what the Ultimate Question is? WHY READ IT?

Bain 100

Bain Survey Banking Metrics 100

Harvard Business

APRIL 20, 2016

Key performance metrics, such as “intent to return,” driven by expensive tickets and long lines, were worsening. Today, guests interact with this platform by wearing an RFID-enabled MagicBand, which serves as a ticket for entry, a store of FastPass ride and dining reservations, a hotel room key, a payment system and more.

Software 28

Software Company Intellectual Property Airlines 28