I Didn't Know The Rules
Mar 23, 2009
I think the intimate relationship players have with videogames makes engagement with a brand seem like a bad blind date, but in both cases you've got to know the rules.
Tag: Southwest
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At Issue } essential reading
The Southwest Secret
Jun 12, 2012
Southwest Airlines just recorded its 39th consecutive year of profitability—in a business sector where profits can be excruciatingly tough to come by. How does Southwest do it? In part, by keeping operations simple. Simpler operations mean fewer things that can go awry and botch up the whole process.
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10 of the most trusted brands in America
Apr 9, 2012
In an era when entire companies and long-time brands are disappearing, why do Americans trust certain brands and not others? What is trust?
It's Not What You Sell, It's What You Believe
Apr 4, 2012
Adam Lashinsky's new book Inside Apple offers lots of intriguing material about Steve Jobs and the strategic choices, design principles, and business tactics that created the most valuable company on earth. But for all of Lashinsky's behind-the-scenes material about Apple's legendary leader, it was a public story about Apple's new leader, CEO Tim Cook, that captured my attention — and offered a powerful insight for leaders everywhere looking to create value in their organizations.
Best Practices: From First To Worst - Continental In A Post United World, Lessons In Next Gen Custom
Mar 2, 2012
Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have reached the abyss of United’s. While United Holdings may tout their most admired status in the airline industry by Fortune, the award is measured by corporate executives, airline executives, boards of directors and industry analysts
The Case of the Disappearing Airline
Mar 1, 2012
When you get into work on Monday you’ll find that the Continental Airlines brand has vanished for good. That’s when the airline and United, the 4th and 3rd largest carriers respectively, will adopt a single passenger reservation system.
Why Great Companies Fail
Feb 11, 2010
"To build a global medium as central to people's lives as the telephone or television ... and even more valuable." This was Steve Case's vision in the early 1990s, and everyone wanted to be a part of it. The company he founded, American Online, was one of the nation's most admired. By turning Internet access into a home utility, AOL became one of the nation's most admired brands and workplaces. It was the Google or the Facebook of its time. Then something happened.
Southwest vs. United: Why Authenticity Wins, Even In TV Advertising
Oct 9, 2009
Over the course of two days, I saw two stark examples of what could easily be considered the best and worst of airline advertising messages encompassed in two ads done for domestic US-based airlines.
How Twitter Can Help or Hurt an Airline
Jul 17, 2009
When a basketball-size hole opened earlier this week in the fuselage of a Southwest plane, which was rerouted and landed safely, Twitter helped the airline manage the story.
How Nintendo Delights Its Customers
Jul 9, 2009
Since the video game console industry began with the Atari 2600, every successive generation has been touted for its better graphics, faster processors, and increasingly complex controls. In 2005, when the latest generation of consoles was first announced, many assumed Sony's Playstation 3, which had the boldest specs, would prevail, following on the monster success of the Playstation 2. As it turns out, Nintendo's Wii has been the runaway success.
