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Lesson #1: Employees are the Engine of Your Company
“I always felt that our people came first,” says Kelleher. “Some of the business schools regarded that as a conundrum. They would say: Which comes first, your people, your customers, or your shareholders? And I would say, it's not a conundrum. Your people come first, and if you treat them right, they'll treat the customers right, and the customers will come back, and that'll make the shareholders happy.”

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Travel Savvy: Passengers paying for everything in flight
Free is too expensive for today's airlines

Best Western India Franchise to add 10 more hotels by 2009 end
In a bid to expand its footprint in the Indian market, Best Western India has plans to foray into metro cities. Best Western has plans to add 10 more hotels to its Indian portfolio, which will add around 800 rooms to the existing inventory by 2009 end. At present, the company has 22 hotels under management and franchise agreements. However, 18 hotels in different locations including Goa, Mumbai, Bengaluru, Kolkata, Ahmedabad, Pune, Ooty, Mysore, Jalandhar and Ludhiana are in the final stages of negotiation with developers. Besides, Best Western India plans to open a hotel management institute attached to its Bhubaneswar hotel, in the next two years.
Are You a Problem Solver or a Problem Blamer?
I fly a decent amount and have had a lot of good and a lot of bad experiences with the airlines. The biggest issue I have with the airlines, especially my carrier of choice, is not that they make mistakes. I don’t expect any business to be perfect. At issue is how they deal with problems. Too often, their first reaction is to put the problem back with me. The protocol seems to be to assume first that the customer is wrong (blame), and take responsibility much later, if ever. How do you react when there is a problem with your product or service?
The 4 Things Your Customers Really Want
There was a study conducted by Delta Airlines a few years back and the results were so startling that it became quickly obvious that these results could apply to all types and sizes of businesses and organizations. The study centered on what their customers really wanted from Delta Airlines.
Alan Blumlein & His Contributions to Communications
Alan Blumlein worked for Western Electric and made crucial contributions the field of telecommunications.

Airline Reservation System Software
The modern Airline Reservation System provided by the new-generation is helping airlines to gain potential over other industry by following cost effective software solutions.
Satisfaction and Success
A recent consumer survey of satisfaction levels with respect to a variety of industries revealed that the airlines score consistently at the lowest levels of customer satisfaction. If you fly regularly, this will not shock you. I realize that with increasing regulations and skyrocketing fuel costs, the airlines are facing unprecedented challenges; however, it is important to note, with the same regulations and fuel prices, that one airline consistently scored good marks in consumer satisfaction.

Managing in China Without Coaching
- Published by CONCHIUS in Shanghai Star Business Journal 31 March, 2008. In most Western countries, leaders are used to working in an environment where the employees are highly participating in meetings and contributing their opinions and experiences to the decision making process. A Western employee feels comfortable to argue for their beliefs and to share opinions in meetings with superiors. Furthermore, a manager in the West is not necessarily assumed to be an expert in his field or industry. On the contrary, he is supposed to utilize the knowledge in his team in decisions and projects. The Western managers are therefore used to lead highly interactive teams relying heavily on two-way communication. When a team achieves strong synergy, he can and will step down. The team becomes creative and manage it-self.
Innovating by Breaking the Rules
Innovators are rule breakers. We often see how new entrants to a market break the rules. The low cost airlines did this when they challenged the ways in which the major airlines did business. The new players used e-tickets, did away with allocated seating, bypassed travel agents, flew to new, smaller airports, etc. So, if you want to be innovative, you have to work out how to at least challenge the rules to if they can be effectively broken. How? Read on ... and find out.

EQ Matters in The Global Economy
Apple, Southwest Airlines, Google, Infosys, Disney, Whole Foods, Fed Ex and others are systematically “mining” the workforce in search of emotionally intelligent diamonds.
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