Expedia – “Smart people with stamina to weather the downturn”

Pros

Amazingly smart people with a passion for travel working to create a fantastic customer experience. A continuing zeal to solve hard problems and do the right thing.

Cons

Lack of experience dealing with the tough times is causing management to stumble when dealing with downsizing, reorgs, and general morale issues.

Advice to Senior Management

Pick a strategy and stick with it. Change the tactics but try not to keep jumping from one strategy to another. The constant re-planning in ETG is causing morale problems, wasted effort (i.e. costs), and lack of output. Think about small and frequent improvements and don't wait for the perfect solution. Stick with it and you will make it through this year.