Dear Strategy 111: Rethinking Airline Strategies

Dear Strategy

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. The post Dear Strategy 111: Rethinking Airline Strategies appeared first on Dear Strategy.

Rethinking Airline Strategies

Dear Strategy

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. Now, it’s important to note that, being a frequent flyer, I do have fairly decent status with my current airline of choice.

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

From Airline to Super App ? The Journey of AirAsia

Mind the Product

The post From Airline to Super App – The Journey of AirAsia appeared first on Mind the Product. Alfonso Fiore, Head of Product for packages at AirAsia, explains how teams might go about entering the super app race, by sharing how his team is in the process of doing exactly that, right now. Overview Since 2001, AirAsia has flown passengers to more than 150 destinations and its story is certainly one of rags [.]. Read More.

Core Values and Agility Move Southwest Airlines Through the Good & Challenging Times | Emily Beatty & David Hawks

Agile Velocity

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. .

Hi Fly: A Lean Airline Story

Melissa Perri

I had never heard of this HiFly airline before. HiFly is an airline for hire. Because their planes are unmarked, they can fly routes for all major airlines and private companies. When an airline like Norwegian is starting out, they don’t invest in new planes until they can justify the cost. It also greatly reduces the risk for starting new airlines. In addition to saving the butts of new airlines, HiFly is also used to test new flight routes.

Strategic jiujitsu: 4 Lessons from Southwest Airlines, Western Europe, and the Simpsons

The Product Coalition

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. Can you create a source of advantage by inverting what appears to be a barrier to entry?

Boeing Product Managers Struggle To Come Back From The 737 MAX Disaster

The Accidental Product Manager

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. Once that is taken care of, it is possible that MAX airline customers may look for ways to delay the delivery of the planes that they have purchased simply because the grounding of the 737 MAX planes means that they will have now missed the busy summer season.

Stop Blaming the User

Melissa Perri

But my experience with United Airline’s customer service this morning completely killed my good mood. I’m finally going home from a long business trip and I’m very excited. They keep blaming me for their mistake. It’s a story I know well because I see it so commonly in Product Management too. When I was booking […

Don’t Upset Your Customers – Maybe

Pragmatic Marketing

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. I happen to be a frequent flier on American Airlines and am unhappy when I find myself on any airline except American.

Don’t Upset Your Customers – Maybe

Pragmatic Marketing

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. I happen to be a frequent flier on American Airlines and am unhappy when I find myself on any airline except American.

Power Search across the Web

Roy Madden

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. This is a powerful way to find articles about airlines across a broad set of energy publications. Search for the topic airlines in energy publications.

Leaders & Lessons That Changed My 2018

Product Club

Jorge (VP, Head of Web & Mobile Delivery, Emirates Airlines) : Be clear, specific, and aware to build and manage the message and perception in executive situations. Gareth (Head of Mobile Delivery, Emirates Airlines) : The importance of accountability can’t be understated. Mentors are all around us when we look through our life and workplace. For me, 2018 was filled with inspiring and varied individuals and leadership styles.

How to Avoid Patch-Work Innovation

The Product Coalition

I came across an opportunity from a reputable airline requesting for innovative ideas on how to curb food wastage on flights. All good and altruistic as it sounds for passengers, stakeholders in the production chain (the food suppliers, packers, cleaners) and ultimately the airline’s bottom-line. One differentiation factor for full service airlines apart from the entertainment offered to their passengers, is food.

5 Key Responsibilities of a Product Owner

ProductPlan

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? If there’s a more widely misunderstood job title than “product owner,” we’d like to see it.

Close Your Eyes and Imagine a Strategy. Let Me Guess: Got Nothing?

The Product Coalition

Here’s my best guess at Southwest Airlines’ strategy circa the 1970s (it has changed little since): (1) Buyer + $ value pool. over-served by major airlines) who want a faster and similarly low-cost alternative. When an existing airline attempts a short-hop flight, the airports they fly into (the major urban hubs) take a long time for passengers to get to. There is a big trend emerging in airline de-regulation. Close your eyes for a minute and imagine a strategy.

Announcing TSIA’s B2B Social Engagement Rating

TSIA

As the airlines learned this year, one negative customer experience can not only go viral on social, it can wind up as the headline of the five o’clock news. The old adage, “Happy customers tell three people, and unhappy customers tell ten,” has become very outdated, with unhappy customers complaining to millions via Twitter, Facebook, Snapchat, etc.

Industry newsletters where you can find more signal and less noise

Roy Madden

Travel and hospitality: Airline Economics Online. Airline Economics is the leading and largest finance & leasing global publication for the aviation sector, reaching industry professionals from lessors, investors, banks, airlines, law firms & MROs.”.

How a Well-designed Mobile App can Eliminate the Stress of Travel

Apptentive

Picture this: You’re sprinting through the maze-like airport as the airline calls your name over the intercom. If you’re a travel brand developing an app for your airline, hotel, rideshare, etc. United Airlines’ recent app upgrade introduced several new unique features to enhance the customer experience using personalization. You have exactly three minutes until they close the gate doors.

5 Tech Trends in 2019 We Need to Consider as a Design Team

StudioTeam

Personally, I love the chatbot solutions of the Airline industry, allowing me to solve frustrating problems in a very comforting way. Living in the present, I often forget how fast the world is changing. Technology today has started to unfold around us to change our lives for good, and it’s vital for UX Designers to keep up-to-date with the latest digital trends in the industry.

Writing Context Scenarios? Start at the End

Atomic Spin PM

Take booking airline tickets, for example. We might start with the user opening the [insert airline] app on their phone and searching for round-trip flights from Boston to Grand Rapids for February 2–7. The user’s goal is not to use an airline app; it’s to get to and from Grand Rapids safely. Since we are developing software for an airline, let’s go with the scenario of returning home from the airport.

Post-Pandemic Mobile App Improvement Strategies by Industry | Travel & Hospitality, Retail & Shopping, Food & Drink

Apptentive

The first app is an airline, which has seen a massive drop in DAU. The data tells us that the lodging industry was impacted more quickly than the airline industry as COVID-19 began to take hold in the US, even though both industries were hit hard.

Starbucks Product Managers Deal With The Covid-19 Virus

The Accidental Product Manager

Companies including big retailers and airlines are making longer-lasting changes as the coronavirus reorients daily life in the U.S. firm Boeing and both companies sell hundreds of their large airplanes to airlines around the world.

Product For Legacy Companies

svpg

Perhaps your company began as a brick-and-mortar retailer, or an airline, or a financial services company. An airline creates technology to manage the logistics involved in flights, crews, reservations, payment, and fleet maintenance. Most airlines are trying very hard to entice their customers to purchase their air travel online directly through the airline’s site.

A Smarter Airport for Success that’s Terminal

TIBCO - Thought Leadership

You don’t have to be a frequent flier to have noticed the personal touches that continue to creep into the airline experience. Furthermore, nailing a slick and seamless experience even before customers board their flight becomes a strategic advantage to stay competitive, particularly when airlines are having to look to additional revenue streams, such as on-site retail outlets, to boost profits and meet the heightened expectations of today’s passenger.

Locked-In Syndrome: What we can learn from Boeing’s 737 Max decisions

Radical Product

Airlines knew the product well and bought it year after year. US based airlines such as JetBlue had Airbus fleets. Boeing was having to play catch-up and was at risk of losing their major client, American Airlines, to Airbus. Using the same 737 platform was attractive to airlines in that it was the cheaper option and didn’t require additional training for pilots. The 737 was Boeing’s best-selling product. Pilots were comfortable flying it.

Ability to Pay vs. Willingness to Pay

Pragmatic Marketing

Airlines try to distinguish business travelers from vacation travelers. In a recent Pragmatic Marketing Price class, one student “corrected” me to say it wasn’t willingness to pay that matters in pricing, rather it was ability to pay. It was challenging to change his mind, mostly because he was in the middle of an emotional pricing situation with his son and a local college. The college was digging deep into details of his income and his assets.

Top UX Agencies To Choose From In 2019

StudioTeam

Unfortunately, that redesigned site no longer exists online anymore, since Virgin America experienced serious financial difficulties and got sold to Alaska Airlines. I have spent more than 15 years with UX design agencies. In that time, I have had the luck to get to know many of the best people in this field in person. This puts me in a position to tell endless stories of the heroic work top UX agencies do day after day to fight for a better digital world.

UX 70

Stop Blaming the User

Melissa Perri

But my experience with United Airline’s customer service this morning completely killed my good mood. 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. I’m finally going home from a long business trip and I’m very excited. They keep blaming me for their mistake. It’s a story I know well because I see it so commonly in Product Management too.

Product-market fit–and other innovation observations for product managers June 8, 2018

Product Innovation Educators

United Airlines, Jeep, and Nine West are not doing so well. Each week I scour articles, wading through the dogs, and bringing you the best insights to help product managers and innovators be heroes. Product-market fit case studies. Product-market fit is about finding an area where value is created for a group of customers – a market. It is like dating in the sense that it takes a bit of time and effort to see if the fit is right.

High Touch or High Volume

Pragmatic Marketing

Consider airlines as customers. Both airlines and colleges have extensive, unique, non-standard requirements. What kind of products do you build? Awesome products, to be sure, but are they high touch or high volume? Most software products created today are designed for high-volume, low-customization scenarios. Think about the items you use on a daily basis; they’re probably high-volume products like the iPhone or Android, Microsoft Office, Trello, Jira.

High Touch or High Volume

Pragmatic Marketing

Consider airlines as customers. Both airlines and colleges have extensive, unique, non-standard requirements. What kind of products do you build? Awesome products, to be sure, but are they high touch or high volume? Most software products created today are designed for high-volume, low-customization scenarios. Think about the items you use on a daily basis; they’re probably high-volume products like the iPhone or Android, Microsoft Office, Trello, Jira.

MRDs – How Much “Market” Is In Your Market Requirements Documents?

Proficientz

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. Wealth made simple: news and articles from IRC Wealth. Most B2B organizations use a M arket R equirements D ocument (MRD) for driving new solutions to market.

In an Era of Automation and AI, Your Customers Need Your Humanity

Pragmatic Marketing

From banks to athletic brands and airlines, companies gather data on us. Editor’s Note: The following is adapted from co-author David Meerman Scott’s upcoming book, Fanocracy: How to Turn Fans into Customers and Customers into Fans. It released in January 2020. Marketers today recognize how the automation of our world holds tremendous opportunities for their business. However, many of us act as if that’s the only option.

Breaking the Shop and Marketplace Conundrum

The Product Coalition

Airline websites illustrate such a phenomenon when they can focus on designing a much user-friendly booking experience than online travel agents (OTAs) or meta search price comparison websites. By doing so, airlines can focus on other important aspects of the shopper engagement such as customer service, loyalty programs and product cross-selling and promotions which can result in strong customer retention over the long term.

How Culture Add Changes the Conversation on Hiring

Mind the Product

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. You might know the term culture fit. You might even use it day-to-day, but hiring for culture fit could be having a hugely detrimental effect on your product organization. You may be limiting your ability to meet customer needs because of an unconscious bias across your organization.

Design Sprints by Jake Knapp

Mind the Product

These weeks have been successfully run everywhere from banks to airlines to charities. Design Sprints allow you to get to the crux of your problem and explore a solution, quicker than other ways of working. They don’t give you a perfect solution or exact data, but they give you more than enough to decide what to do next by helping you glimpse into the future. Not only does this save a lot of time and money, it also results in better end products that people will love.

Branding: The Other Half of Your Go-To-Market Journey

Pragmatic Marketing

For this reason, I may be drawn to purchase from Southwest Airlines, a brand known for charging no fees for checked bags, itinerary changes, etc. The product is similar to that of other airlines: a plane, seats, overhead bins. But the no-hassle brand enveloping the product is what differentiates it from other similar products and attracts buyers based on their emotional response (in this case, perhaps their hatred for being nickel-and-dimed by other airlines).

Great Leaders Know When to Unlearn the Past

Mind the Product

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). Good leaders know they need to continuously learn. But great leaders know when to unlearn the past to succeed in the future. Barry O’Reilly, Founder and CEO of ExecCap and Co-Author of Lean Enterprise.

Is Your Chatbot Artificially Intelligent?

Mind the Product

Remember the last time you had to call an airline to change your flight and got stuck in a voice recognition circle of hell? The chatter at SXSW this year was all about the chatbot. Several sessions and a lot of side conversations were aimed at helping companies understand what chatbots are and how to use them. I got the sense that everyone wants to have one of these in their product right away.

16 Product Management Quotes to Leave You Inspired

Apptentive

– Francis Brown, Product Development Manager at Alaska Airlines. Let’s be real: product management can be challenging. Between interfacing with multiple teams, coordinating release schedules, prioritizing customer happiness, driving the mobile product roadmap, and endless other activities, it’s easy to get caught up in the hustle, bustle, and stress that is product management.