This chapter explores the foundational values of empathy and care in a leading airline's culture and their pivotal role in delivering exceptional customer service. The speaker shares insights on managing the airline during the COVID-19 pandemic, detailing strategic decisions made to ensure employee safety and maintain customer loyalty amidst unprecedented challenges. Additionally, it discusses significant operational transformations, including fleet management strategies and the airline's commitment to innovation and excellence.
Ed Bastian is one of the most accomplished leaders in the world today. He is the CEO of Delta Air Lines, a role he has held since 2016, and he has been a leader at the company for over 25 years. During Ed’s time as CEO, Delta has become the world’s most awarded airline, including being named the top-ranked airline by Wall Street Journal, Fortune and others. He was recently named Chief Executive magazine’s 2023 Chief Executive of the Year.
In this classic episode, Ed joined host Robert Glazer on the Elevate Podcast to discuss his leadership career, how he thinks about Delta's strategy and market position, how to build a world-class global culture, and much more.
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