Posted by: Mitch/Ralph on: October 2, 2009
In previous posts we have discussed the power of focus. We have also mentioned the need to eliminate all costs that don’t add value for your customers (Lean Thinking). Yesterday I saw a great example of both that I wanted to share. If you focus, eliminating waste is much easier. Trying to be all things to [...]
Posted by: Mitch/Ralph on: June 29, 2009
I was reminded again that what gets measured gets managed and if you don’t have metrics alignment within your team, you can end up at cross purposes. In the airline industry, gate agents are measured against on-time performance. I am not really sure what flight attendants are measured on, but it is not on time [...]
Posted by: Mitch/Ralph on: May 8, 2009
I witnessed something tonight that I wish was surprising or shocking. Unfortunately it wasn’t. I was sitting on my American Airlines flight from Dallas to New Orleans as they closed the cabin door a few minutes early. Nice, because that probably means we are leaving early. Suddenly a young lady jumps up and declares that [...]
Posted by: Mitch/Ralph on: March 19, 2009
Or should I say the airplane. I don’t fly US Airways very often for at least the reasons noted in a prior post. While I too commend Captain Sully and his crew for their terrific efforts, one of my goals is to never find out if the flight crew I am with is good in [...]
Posted by: Mitch/Ralph on: January 16, 2009
The US Airways crash yesterday in the Hudson River (well, I guess it was really an unscheduled landing) is all over the news for obvious reasons. It’s truly amazing that no one was seriously hurt and that everyone survived. While I still hope I never get to find out personally, it just goes to show [...]
Posted by: Mitch/Ralph on: December 8, 2008
Ted Reed posted an article today on TheStreet.com about Southwest Airlines that misses the point. His article, The Mainstreaming of Southwest Airlines, suggests that Southwest is becoming like all the other airlines because they are now going to serve Minneapolis and LaGuardia. He makes the statement that Southwest distinguished itself for years by avoiding such [...]
Posted by: Mitch/Ralph on: October 29, 2008
While we often make fun of the airlines on this blog, this is an example of really good marketing. It has to do with Southwest Airlines. If you do not fly them often or at all you probably think they still have the “cattle call” boarding process that rewards people who arrive at the airport [...]
Posted by: Mitch/Ralph on: August 1, 2008
You know how we love to make examples out of the airlines, even though it is not much of a challenge. We are, of course, not alone. Kim Komando posted two YouTube videos on her blog that are quite funny and enlightening at the same time. The first one, a skit from the Carol Burnett [...]
Posted by: Mitch/Ralph on: May 31, 2008
Ok, another airline example, but this is a good marketing example. It has to do with Southwest Airlines. If you do not fly them often or at all you probably think they still have the “cattle call” boarding process that rewards people who arrive at the airport hours early with the best seats on the [...]
Posted by: Mitch/Ralph on: May 21, 2008
Back to two of our favorite subjects: customer service and airlines.
The AP reported on May 20th that once again the U.S. Airline industry had received “dismal” grades from their customers. But then who is surprised? I doubt even the airlines are surprised. Once again Southwest came out on top (and they make money), while U.S. Scareways(excuse [...]
