Blog

Fortune: Where Was the Pilot On That United Airlines Flight?

I’m as horrified as everyone else watching that video of a United Airlines passenger being forcibly dragged from his seat, knocked down and bloodied, to make room for a crew member. I’m also stunned, as someone who studies strategy, culture, and customer service, at what an epic failure this whole episode was, and continues to be. Industry experts have criticized outdated overbooking strategies. Policy experts have criticized laws and regulations that make such evictions legal. Everyone has criticized the public-relations response.

Read the Full Article

HBR: Trust Your Employees, Not Your Rule Book

Here’s the good news: The big airlines are revising their rules for booking and boarding flights — rules that led to one of the great business fiascos in recent history, United Express Flight 3411. Here’s the bad news: If the long-term lesson that leaders of the airline business (or any other business) take away from this episode is that it’s time to rewrite policies and practices, to fine-tune bureaucratic procedures, then they will have missed a huge, perhaps even historic, learning opportunity.

Read the Full Article

HBR: 4 Kinds of Workplaces, and How to Know Which Is Best for You

We all want to be part of a great organization and a high-performance workplace. We want to be at our best, surrounded by colleagues who help us and challenge us, doing work that is financially rewarding and personally meaningful. But there’s more than one kind of successful organization, and there are many kinds of productive workplaces.

Read the Full Article

HMR: How WD-40 Created a Learning-Obsessed Company Culture

And helped the cult product go global.

There’s No Such Thing As an Average Business, Just Average Ways to Do Business

Take it from Florida’s most beautiful parking garage.

Write a Failure Résumé to Learn What Makes You Succeed

It works for companies as well as individuals.

The Best Entrepreneurs Are Missionaries, Not Mercenaries

Ask three questions to figure out which one you are.

Companies Can’t Be Great Unless They’ve Almost Failed

What the best-performing stocks of the last 30 years have in common.

Why the Future Belongs to Tough-Minded Optimists

Are you one?