Comments on: Virgin America: Humans at the Center http://jbordeaux.com/virgin-american-humans-at-the-center/ Organizational Knowledge Design. Wed, 01 Sep 2010 19:19:41 +0000 hourly 1 By: Clare Mortensen http://jbordeaux.com/virgin-american-humans-at-the-center/comment-page-1/#comment-7318 Clare Mortensen Thu, 10 Dec 2009 01:16:00 +0000 http://jbordeaux.com/virgin-american-humans-at-the-center/#comment-7318 John, I enjoyed meeting you last night, and talking about education stuff as well as our mutual love for Virgin America. I hope our paths will cross again in the near future! Clare Mortensen John,
I enjoyed meeting you last night, and talking about education stuff as well as our mutual love for Virgin America. I hope our paths will cross again in the near future!
Clare Mortensen

]]> By: John http://jbordeaux.com/virgin-american-humans-at-the-center/comment-page-1/#comment-3454 John Tue, 30 Jun 2009 15:55:13 +0000 http://jbordeaux.com/virgin-american-humans-at-the-center/#comment-3454 I think there is something more fundamental than the new guys outpacing the established industry leaders on the margins (shinier aircraft, etc.). The mindset that begins with the user experience is a profound shift from the established leaders - if United changed its perspective it would revisit a host of its offerings. Perhaps they could find innovative (gasp) ways to compete (e.g., a new aircraft is not required to provide in-flight internet). United's energies seem to be focused on modifying old 747s to improve elite class cabins, or providing the "p.s." service, which amounts to a plane that's half business class. In other words, they remain focused on attracting high fare customers, instead of trusting in the long tail economic effects that may arise from making every seat tolerable. They are stuck in the old business model by choice, yes, due to inflexible brains. Virgin and JetBlue's focus on the customer experience first (and successfully branding themselves this way) represents more than the classic Las Vegas casino model (build flashy hotel, ride the buzz, blow it up and start over). Interestingly, the casino that bucked that trend and revolutionized gambling relationship management (Harrah's) instead is now the world's largest... I think there is something more fundamental than the new guys outpacing the established industry leaders on the margins (shinier aircraft, etc.). The mindset that begins with the user experience is a profound shift from the established leaders – if United changed its perspective it would revisit a host of its offerings. Perhaps they could find innovative (gasp) ways to compete (e.g., a new aircraft is not required to provide in-flight internet).

United’s energies seem to be focused on modifying old 747s to improve elite class cabins, or providing the “p.s.” service, which amounts to a plane that’s half business class. In other words, they remain focused on attracting high fare customers, instead of trusting in the long tail economic effects that may arise from making every seat tolerable.

They are stuck in the old business model by choice, yes, due to inflexible brains. Virgin and JetBlue’s focus on the customer experience first (and successfully branding themselves this way) represents more than the classic Las Vegas casino model (build flashy hotel, ride the buzz, blow it up and start over). Interestingly, the casino that bucked that trend and revolutionized gambling relationship management (Harrah’s) instead is now the world’s largest…

]]> By: srxdba http://jbordeaux.com/virgin-american-humans-at-the-center/comment-page-1/#comment-3451 srxdba Tue, 30 Jun 2009 15:43:23 +0000 http://jbordeaux.com/virgin-american-humans-at-the-center/#comment-3451 From the top of my head (a somewhat scary place) what is the impact of the age of the respective fleets? I know that Virgin's fleet is newer, but not how much newer...United would have to (possibly) purchase new planes to get the same capabilities? But they can't (won't) make that investment because they're weighed down by union obligations, aging infrastructure, etc.? ...sounds like our steel industry, our car industry, our (put an industry name here) industry...the new guys on the block, if they can overcome the lack of branding long enough to gain market (requires sizeable initial pile o'cash) will always look shinier in a business with a large, expensive infrastructure, unless the incumbent gets busy with flexible brains. gee, now that I read what I type, I'm not sure even I can make sense of it... From the top of my head (a somewhat scary place)

what is the impact of the age of the respective fleets? I know that Virgin’s fleet is newer, but not how much newer…United would have to (possibly) purchase new planes to get the same capabilities? But they can’t (won’t) make that investment because they’re weighed down by union obligations, aging infrastructure, etc.?

…sounds like our steel industry, our car industry, our (put an industry name here) industry…the new guys on the block, if they can overcome the lack of branding long enough to gain market (requires sizeable initial pile o’cash) will always look shinier in a business with a large, expensive infrastructure, unless the incumbent gets busy with flexible brains.

gee, now that I read what I type, I’m not sure even I can make sense of it…

]]> By: Jessica http://jbordeaux.com/virgin-american-humans-at-the-center/comment-page-1/#comment-3344 Jessica Fri, 26 Jun 2009 20:09:46 +0000 http://jbordeaux.com/virgin-american-humans-at-the-center/#comment-3344 I would be on them like white on rice if only they flew into Denver or Cheyenne (ha!). I don't quite match your 200,000 miles a year, but Kevin and I guaranteed round-trip tickets every month or so. I would be on them like white on rice if only they flew into Denver or Cheyenne (ha!). I don’t quite match your 200,000 miles a year, but Kevin and I guaranteed round-trip tickets every month or so.

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