ABSTRACT
While expert in safety, reliability, yield management, loyalty programs, irregular operations, and technical performance, there are equally many areas where excellence lies elsewhere. Some examples certainly include marketing, financial planning, supply chain management, and labor relations. This chapter considers other businesses for new insights, both to emulate other successes, and to avoid other failures. It demonstrates that the airline industry has, perhaps, much to learn from looking outside of itself. The chapter also demonstrates that how other businesses have successfully or unsuccessfully faced changing or perhaps insurmountable scenarios. Customer loyalty is achieved by simply offering low prices every day instead of sales and special prices. Target's business model is based around developing and successfully delivering a unique customer experience. Nike began as a designer, developer, and marketer of sports shoes in the late 1960s and later expanded its business to sports-related apparel, equipment, and accessory products.
