Connect with us

Business

Delta CEO Ed Bastian says one key to building customer loyalty is ‘obsessing’ over your own staff

Published

on



Good morning. Customer loyalty is a tricky thing: hard to get, relatively easy to maintain, and hard to win back once it’s lost. Inertia is a powerful force, which is why consumers keep the same bank account for an average of 17 years.

So it was fascinating to hear Delta Air Lines CEO Ed Bastian and Riyadh Air CEO Tony Douglas talk to Fortune’s Alyson Shontell about building loyalty in this climate during the recent Fortune Global Forum. Both carriers have an opportunity to recruit new loyalty members—Delta in becoming the first U.S. carrier with direct flights to Saudi Arabia, between Atlanta and Riyadh, and newcomer Riyadh Air getting 400,000 signups for its loyalty program in its first 10 days. Some advice:

Prioritize Your Own People – “In our business, everyone focuses on the airline, the aircraft, the technology, the airports, the amazing destinations we get, but it’s the staff that bring it to life,” said Bastian, who agrees with founder C.E. Woolman’s mission to take good care of your people so they can take care of customers. “I obsess on my 100,000 own so they can then go do the amazing work that our customers deserve. If your people don’t feel that love and respect and care, they’re never going to be able to give you the service that you expect.” (Bastian echoed a similar sentiment to me earlier this year during a webinar marking Delta’s rising rank on Fortune’s list of Best Companies to Work For.)

Digitize – As a new carrier, Riyadh Air had the opportunity to be what Douglas calls “a true digital native.” That means “building a technology stack that will bring an altogether different experience for our guests.” For example, you can book different days for different people in your family and put them together in one order, like you can already do when buying goods on, say, Amazon. Added Douglas: “Because we didn’t have a legacy, this was a golden opportunity.”

Personalize – Bastian often uses the word ‘concierge’ while Douglas is using agentic AI to create a differentiated experience for each customer. Part of that comes through creating a broad network: Delta flies to more than 300 destinations—which rises to more than 1,000 when you include code-share partners—and Riyadh Air has a mandate to reach more than 100 cities around the world over the next five years. Part comes by giving people more flexibility over how they accrue, swap and deploy loyalty points. For Douglas, that means reinventing airline loyalty programs into a “lifestyle proposition.”

Deliver – Ultimately, there is no substitute for reliable and excellent service. “We would never win on a low-cost strategy,” said Bastian, who decided to distinguish Delta as the most reliable airline. It worked. “Once you develop the reliability standard, your staff starts to believe that this is different,” as do customers who then become more willing to pay for that premium service. Watch the full interview here.

More news below.

Contact CEO Daily via Diane Brady at diane.brady@fortune.com

Top news

U.S.-China trade truce

U.S. President Donald Trump’s meeting with China’s Xi Jinping resulted in the U.S. lowering fentanyl-related tariffs on China, and China suspending some export curbs; it will resume U.S. soybean purchases and lift controls on rare-earths exports. Trump said he expected the one-year deal to “be very routinely extended.”

Fed cuts rates 

The Fed cut rates by a quarter point on Wednesday as “economic activity has been expanding at a moderate pace” despite the institution lacking key employment data due to the government shutdown. Chair Jerome Powell cautioned investors, however, to not count on another rate cut in December, which tipped markets lower.

Nvidia hits $5 trillion 

Nvidia became the first company to hit a $5 trillion market cap on Wednesday morning. The milestone followed remarks from CEO Jensen Huang that the company has “visibility into half a trillion dollars [in revenue]” and after President Trump said Nvidia’s Blackwell chips would come up during his meeting with Xi (ultimately, they did not.) 

Alphabet revenue soars

Alphabet revenue surged 16% in the third quarter, with sales reaching a record $102.3 billion, as the Google parent’s advertising and cloud computing units helped fund its vast AI spending. The company expects its capital expenditures to reach between $91 billion to $93 billion this year, up from $52.5 billion last year.

U.S to resume nuclear weapons testing

Shortly before his Xi meeting, President Trump said he’d instructed the U.S. Defense Department to resume the testing of nuclear weapons to keep pace with other countries like China and Russia. The U.S. has the world’s largest nuclear arsenal, Trump said, but has not tested the weapons since 1992. 

Mastercard eyes stablecoin infrastructure startup

Mastercard is in advanced talks to acquire cryptocurrency and stablecoin infrastructure startup Zerohash for between $1.5 billion and $2 billion, according to sources familiar with the matter who spoke to Fortune. If finalized, the deal would mark Mastercard’s largest move yet into the stablecoin sector.

The markets

S&P 500 futures are down 0.01% this morning. The last session was flat at close. STOXX Europe 600 was down 0.11% early trading. The U.K.’s FTSE 100 was down 0.41% in early trading. Japan’s Nikkei 225 was up 0.04%. China’s CSI 300 was down 0.8%. The South Korea KOSPI was up 0.14%. India’s NIFTY 50 was down 0.68%. Bitcoin is down at $111K.

Around the watercooler

America’s flatlining income growth is hitting Gen Z the hardest, throttling their shot at homeownership, JPMorgan report warns by Sasha Rogelberg

CEO of $62 billion software giant Workday’s warning: ‘There’s nothing more dangerous than yesterday’s success’ by Emma Burleigh

MacKenzie Scott’s latest $60 million donation is a sign philanthropists are trying to fill the void from Trump’s cuts to FEMA by Sydney Lake

Governments are likely to pillage the $80 trillion ‘Great Wealth Transfer’ to fund their national debt, says UBS by Eleanor Pringle

CEO Daily is compiled and edited by Joey Abrams and Claire Zillman.

This is the web version of CEO Daily, a newsletter of must-read global insights from CEOs and industry leaders. Sign up to get it delivered free to your inbox.



Source link

Continue Reading

Business

SpaceX to offer insider shares at record-setting valuation

Published

on



SpaceX is preparing to sell insider shares in a transaction that would value Elon Musk’s rocket and satellite maker at a valuation higher than OpenAI’s record-setting $500 billion, people familiar with the matter said.

One of the people briefed on the deal said that the share price under discussion is higher than $400 apiece, which would value SpaceX at between $750 billion and $800 billion, though the details could change. 

The company’s latest tender offer was discussed by its board of directors on Thursday at SpaceX’s Starbase hub in Texas. If confirmed, it would make SpaceX once again the world’s most valuable closely held company, vaulting past the previous record of $500 billion that ChatGPT owner OpenAI set in October. Play Video

Preliminary scenarios included per-share prices that would have pushed SpaceX’s value at roughly $560 billion or higher, the people said. The details of the deal could change before it closes, a third person said. 

A representative for SpaceX didn’t immediately respond to a request for comment. 

The latest figure would be a substantial increase from the $212 a share set in July, when the company raised money and sold shares at a valuation of $400 billion.

The Wall Street Journal and Financial Times, citing unnamed people familiar with the matter, earlier reported that a deal would value SpaceX at $800 billion.

News of SpaceX’s valuation sent shares of EchoStar Corp., a satellite TV and wireless company, up as much as 18%. Last month, Echostar had agreed to sell spectrum licenses to SpaceX for $2.6 billion, adding to an earlier agreement to sell about $17 billion in wireless spectrum to Musk’s company.

Subscribe Now: The Business of Space newsletter covers NASA, key industry events and trends.

The world’s most prolific rocket launcher, SpaceX dominates the space industry with its Falcon 9 rocket that launches satellites and people to orbit.

SpaceX is also the industry leader in providing internet services from low-Earth orbit through Starlink, a system of more than 9,000 satellites that is far ahead of competitors including Amazon.com Inc.’s Amazon Leo.

SpaceX executives have repeatedly floated the idea of spinning off SpaceX’s Starlink business into a separate, publicly traded company — a concept President Gwynne Shotwell first suggested in 2020. 

However, Musk cast doubt on the prospect publicly over the years and Chief Financial Officer Bret Johnsen said in 2024 that a Starlink IPO would be something that would take place more likely “in the years to come.”

The Information, citing people familiar with the discussions, separately reported on Friday that SpaceX has told investors and financial institution representatives that it is aiming for an initial public offering for the entire company in the second half of next year.

A so-called tender or secondary offering, through which employees and some early shareholders can sell shares, provides investors in closely held companies such as SpaceX a way to generate liquidity.

SpaceX is working to develop its new Starship vehicle, advertised as the most powerful rocket ever developed to loft huge numbers of Starlink satellites as well as carry cargo and people to moon and, eventually, Mars.



Source link

Continue Reading

Business

U.S. consumers are so strained they put more than $1B on BNPL during Black Friday and Cyber Monday

Published

on



Financially strained and cautious customers leaned heavily on buy now, pay later (BNPL) services over the holiday weekend.

Cyber Monday alone generated $1.03 billion (a 4.2% increase YoY) in online BNPL sales with most transactions happening on mobile devices, per Adobe Analytics. Overall, consumers spent $14.25 billion online on Cyber Monday. To put that into perspective, BNPL made up for more than 7.2% of total online sales on that day.

As for Black Friday, eMarketer reported $747.5 million in online sales using BNPL services with platforms like PayPal finding a 23% uptick in BNPL transactions.

Likewise, digital financial services company Zip reported 1.6 million transactions throughout 280,000 of its locations over the Black Friday and Cyber Monday weekend. Millennials (51%) accounted for a chunk of the sizable BNPL purchases, followed by Gen Z, Gen X, and baby boomers, per Zip.

The Adobe data showed that people using BNPL were most likely to spend on categories such as electronics, apparel, toys, and furniture, which is consistent with previous years. This trend also tracks with Zip’s findings that shoppers were primarily investing in tech, electronics, and fashion when using its services.

And while some may be surprised that shoppers are taking on more debt via BNPL (in this economy?!), analysts had already projected a strong shopping weekend. A Deloitte survey forecast that consumers would spend about $650 million over the Black Friday–Cyber Monday stretch—a 15% jump from 2023.

“US retailers leaned heavily on discounts this holiday season to drive online demand,” Vivek Pandya, lead analyst at Adobe Digital Insights, said in a statement. “Competitive and persistent deals throughout Cyber Week pushed consumers to shop earlier, creating an environment where Black Friday now challenges the dominance of Cyber Monday.”

This report was originally published by Retail Brew.



Source link

Continue Reading

Business

AI labs like Meta, Deepseek, and Xai earned worst grades possible on an existential safety index

Published

on



A recent report card from an AI safety watchdog isn’t one that tech companies will want to stick on the fridge.

The Future of Life Institute’s latest AI safety index found that major AI labs fell short on most measures of AI responsibility, with few letter grades rising above a C. The org graded eight companies across categories like safety frameworks, risk assessment, and current harms.

Perhaps most glaring was the “existential safety” line, where companies scored Ds and Fs across the board. While many of these companies are explicitly chasing superintelligence, they lack a plan for safely managing it, according to Max Tegmark, MIT professor and president of the Future of Life Institute.

“Reviewers found this kind of jarring,” Tegmark told us.

The reviewers in question were a panel of AI academics and governance experts who examined publicly available material as well as survey responses submitted by five of the eight companies.

Anthropic, OpenAI, and GoogleDeepMind took the top three spots with an overall grade of C+ or C. Then came, in order, Elon Musk’s Xai, Z.ai, Meta, DeepSeek, and Alibaba, all of which got Ds or a D-.

Tegmark blames a lack of regulation that has meant the cutthroat competition of the AI race trumps safety precautions. California recently passed the first law that requires frontier AI companies to disclose safety information around catastrophic risks, and New York is currently within spitting distance as well. Hopes for federal legislation are dim, however.

“Companies have an incentive, even if they have the best intentions, to always rush out new products before the competitor does, as opposed to necessarily putting in a lot of time to make it safe,” Tegmark said.

In lieu of government-mandated standards, Tegmark said the industry has begun to take the group’s regularly released safety indexes more seriously; four of the five American companies now respond to its survey (Meta is the only holdout.) And companies have made some improvements over time, Tegmark said, mentioning Google’s transparency around its whistleblower policy as an example.

But real-life harms reported around issues like teen suicides that chatbots allegedly encouraged, inappropriate interactions with minors, and major cyberattacks have also raised the stakes of the discussion, he said.

“[They] have really made a lot of people realize that this isn’t the future we’re talking about—it’s now,” Tegmark said.

The Future of Life Institute recently enlisted public figures as diverse as Prince Harry and Meghan Markle, former Trump aide Steve Bannon, Apple co-founder Steve Wozniak, and rapper Will.i.am to sign a statement opposing work that could lead to superintelligence.

Tegmark said he would like to see something like “an FDA for AI where companies first have to convince experts that their models are safe before they can sell them.

“The AI industry is quite unique in that it’s the only industry in the US making powerful technology that’s less regulated than sandwiches—basically not regulated at all,” Tegmark said. “If someone says, ‘I want to open a new sandwich shop near Times Square,’ before you can sell the first sandwich, you need a health inspector to check your kitchen and make sure it’s not full of rats…If you instead say, ‘Oh no, I’m not going to sell any sandwiches. I’m just going to release superintelligence.’ OK! No need for any inspectors, no need to get any approvals for anything.”

“So the solution to this is very obvious,” Tegmark added. “You just stop this corporate welfare of giving AI companies exemptions that no other companies get.”

This report was originally published by Tech Brew.



Source link

Continue Reading

Trending

Copyright © Miami Select.