Chart Your Course

OCTOBER 27, 2014

But eConsultancy’s 2013 Cross-Channel Marketing Report found that 70 percent of business owners feel acquisitions are definitely more expensive than retention. An airline sending text messages to customers about flight delays or billing departments sending reminder of upcoming invoices are two examples of anticipatory service.

Quality 182

Quality Succession White Paper Customer Loyalty 182

Deming Institute

JULY 31, 2017

At the time, I was a member of the company’s Continuous Improvement Team, a later version of a Total Quality Management Office. Without bothering to use a pencil or paper to perform the calculation, we believe the labor savings from the use of tools has yielded has a positive return.

Deming 31

Deming System Tools Airlines 31

Strategy Driven

NOVEMBER 27, 2010

Within each episode, Melissa Francis, Simon Hobbs, and a group of distinguished guests discuss what it takes to be a visionary leader; guiding their companies to success within the rapidly changing global marketplace. and oh, if you want a pic to show with your comment, go get a gravatar !

Transportation 50

Transportation Execution Simon Newsletter 50

LDRLB

MAY 26, 2014

One of the things I think is most interesting is there’s a lot of old models of innovation and of strategy that I won’t say they don’t necessarily apply anymore, but they apply to very, very, almost static markets. That’s not our market position, so we don’t need to worry about it. DAVID: Yeah.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Strategy Driven

FEBRUARY 4, 2013

Your marketing people, your ad agency, yada, yada) Anyone preparing “boring” marketing tools in this day and age should be forced to take that crap out on a sales call and see how CUSTOMERS perceive it or care ten cents about it. Marketing and HR people: Get off your corporate hobby horse and saddle up your creative brain!

Politics 50

Politics Customer Loyalty Airlines Creativity 50

Strategy Driven

JUNE 30, 2014

Power and Associates gives ‘customer satisfaction’ awards to airlines. Failure to understand the fact that social media is a combination of attraction, proof that you are you say you are, and a sales tool. Marketing & Sales business management buy gitomer buygitomer Jeffrey Gitomer marketing and sales strategydriven'

Media 74

Media Proposal Customer Loyalty Competitive Advantage 74

Harvard Business Review

OCTOBER 18, 2016

How does your organization manage the money it spends on digital? In essence, digital investments should be planned and managed according to their current and future contribution to business performance. The portfolio tool can be used as a common frame of reference in management discussions about a number of areas.

Tools 8

Tools Competitive Advantage Operations Technology 8

Strategy Driven

JANUARY 21, 2011

SAS – Providing organizations with THE POWER TO KNOW ® SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Consider these 11 ideas from the Radical Times Webcast series by SAS Marketing Director Jonathan Hornby: 1.

Real Estate 66

Real Estate Magazine Rogers Long-term 66

Harvard Business Review

NOVEMBER 23, 2015

Marketing has entered its “uncanny valley” moment. Some marketing efforts give off the same vibe, like that creepy feeling when a casual online search leads to a glut of ads for the same pair of boots or getaway destination. Sales & Marketing. And that’s off-putting. It’s worth trying to get right.

Marketing 8

Marketing Content Supply Chain CRM 8

Harvard Business Review

OCTOBER 30, 2014

Nowhere else in the executive suite of a typical corporation are two functions as closely intertwined as sales and marketing. Yet for all the shared responsibility, the marketing and sales relationship has often been a contentious and lopsided one, with sales dominating in B2B sectors while marketing leads in B2C ones.

Marketing 9

Marketing Guidelines B2C Analysis 9

Deming Institute

JANUARY 19, 2017

Some surface unpredictably (dress for an out-of-town business meeting after the airline lost my suitcase); some regularly (pack a healthful lunch for my daughter to take to school). Theories that explain causality are among the most important and practical tools business leaders can have. I strongly recommend it.

Deming 28

Deming Christensen System Innovation 28

Harvard Business Review

JANUARY 7, 2013

But you may not be able to do that unless you can get real-time market data and rapidly align your organization to the new priorities and practices. Leading organizations are already using the power of social media to shape their business process management (BPM) agendas.

BPM 8

BPM Media Process Airlines 8

Strategy Driven

JULY 25, 2012

If you are ready to stop playing victim to the times, Front Line Heroes will arm you with the tools you need to achieve sustainable business growth. Ask Zappos, ask Southwest Airlines, ask Apple, ask Jimmie Buffett and ask CMI (that is us). Four organizational enigmas and the missing link that solves them.

Team 66

Team BHAG Blanchard Airlines 66

Harvard Business Review

APRIL 3, 2015

” These case studies are legendary among marketers. For marketers in the digital age, negative customer feedback that takes on a life of its own is a nightmare. I’m no road warrior, but I do clock an average of 100,000 miles a year, meaning I have some elite status on various airlines. Motrin Moms. Dell “hell.”

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

APRIL 26, 2011

Companies like Salesforce.com, Philips, and Oracle have appointed chief customer officers, while many other B2B players have embarked on enterprise-wide efforts to improve their marketing, sales, and support interactions. These customer experience management initiatives can be complex.

B2B 15

B2B Airlines Travel Stage-Gate 15

Women on Business

JANUARY 24, 2011

For example, as a designer/writer, my skills are not well applied to bookkeeping or financial management. Evaluate organizations online: their mission, major products/markets, history, and biographies of key participants. Base marketing initiatives on shared values and multiple-agendas. Mine your backyard. Design stems from USE.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

MARCH 10, 2015

Aggressive moves by airlines to migrate frequent flyer metrics from miles flown to dollars spent have caused bargain-hunting road warriors worldwide to whine about “disloyalty programs.” Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Harvard Business Review

JUNE 28, 2016

Companies can also rent their business applications (for accounting and finance, human resource management, marketing and sales, collaboration, project management, and so forth) on-demand from companies like Microsoft, Salesforce.com, Workday, Hubspot, Yammer, Dropbox, Basecamp and others.

Entrepreneur 8

Entrepreneur Airlines Construction Short-term 8

Harvard Business Review

FEBRUARY 3, 2014

Smart companies recognize that both their marketing and their broader business strategy need to be informed by carefully gathered customer insight. That’s the situation the airline industry may soon face, thanks to the FCC’s reconsideration of in-flight mobile phone use. What if their needs or desires are mutually contradictory?

Airlines 8

Airlines Guidelines Education Survey 8

Harvard Business Review

NOVEMBER 23, 2011

Publishing has become an essential tool for keeping customers close as they pursue their decision journeys on the way to purchase. They ask, "If we were a cable TV channel or a mass market magazine, what would our content, tone, and the experience we offered be? Just look around. Macy's mBlog offers "news, reviews, magic and more," J.

Brand 15

Brand Retail Fashion Supply Chain 15

Harvard Business Review

MAY 28, 2015

Managers constantly try to fit new market needs to existing processes and routines. And then the innovators improve the technology steadily over time, allowing it to serve more and more of the overall market, which causes great trauma for incumbents who stuck to their legacy ways of doing things. Several U.S.

Technology 8

Technology Depreciation Christensen Short-term 8

Harvard Business Review

MAY 19, 2015

His letter announced a compensation restructuring, which accompanied a dismantling of hierarchy and the introduction of self-managed, self-organizing teams throughout the company. Two years in, Stayer fired three top managers because they kept deferring to him. ” Stayer soon became the darling of management gurus.

Management 8

Management Long-term System Delegation 8

Harvard Business Review

APRIL 7, 2014

Pundits and managers alike readily cite reasons including the stresses of business model innovation or the difficulty of making small experimental investments inside the four walls of an established organization. To get ahead of disruption, managers need to fundamentally change how they gather customer feedback.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Harvard Business Review

JULY 22, 2016

Network businesses have always been around, from matchmakers to real estate brokers, but it’s the move to digital platforms that has led to market-shaking effects. Organizations that manage digital networks (we call them network orchestrators) are different from traditional product and service providers. Use existing tools.

Real Estate 8

Real Estate Business Model Incubator Short-term 8

Harvard Business Review

APRIL 8, 2015

One typical reason is that top executives haven’t managed to clarify something even more fundamental: how much priority they place on increasing profit margins. Growth: A TV cable company offers special subscription plans for new customers, aiming to achieve a strong market position within 24 months. Why is it that?

Balanced Scorecard 8

Balanced Scorecard Company Price KPI 8

Harvard Business Review

DECEMBER 20, 2016

I’ve found that managers who fully embrace a superconsumer strategy learn more from their consumers through increased empathy. These managers are more persuasive at getting buy-in from the leaders in their organization, make better strategic decisions, and achieve more stable, more predictable, and longer-term growth.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

JUNE 7, 2012

Buyers increasingly expect to check with their peers before they'll purchase from a company — using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. Is your firm ready for this new age of peer-to-peer marketing?

Reference 15

Reference Tips Media Case Study 15

Harvard Business Review

DECEMBER 15, 2011

It's a reminder of how managers are often encouraged to help consumers connect with brands by amplifying the sensory qualities of products and retail spaces. Think of Singapore Airlines' signature scent or the Intel jingle, which is one of the most recognizable sounds in the world.

Merchandising 14

Merchandising Retail Brand Airlines 14

Harvard Business Review

JUNE 29, 2016

We expect the drone market to surge to nearly $7 billion by 2020 globally, driven by regulatory clarification, continuously decreasing component costs, and – most important– ongoing innovation that connects drone capabilities to big-data analytics. Insight Center. How Digital Business Models Are Changing.

Competitive Advantage 9

Competitive Advantage Company Outsourcing Analysis 9

Harvard Business Review

JUNE 7, 2012

Buyers increasingly expect to check with their peers before they'll purchase from a company — using social media, peer communities, old fashioned live events and conferences, personal and professional networks, and other connective tools. Is your firm ready for this new age of peer-to-peer marketing?

Reference 12

Reference Tips Media Case Study 12

Harvard Business Review

DECEMBER 23, 2016

Similar failures among cockpit crews can lead to airline crashes. The managers in charge of these alliances caution us, however, that a positive relationship between irritation and success does not mean that you should be looking for opportunities to create just any conflict.

Productivity 8

Productivity Products Survey Strategic Fit 8

Harvard Business Review

JUNE 24, 2013

While marketers strategize heavily around how to help consumers decide what to buy, how much time do they spend thinking about how they will pay? This area of innovation is where mobile payment companies want to play, especially in markets where such technology is less than ubiquitous. Below is an edited version of our conversation.

CFO 8

CFO Loyalty Technology Definition 8

Harvard Business Review

FEBRUARY 27, 2017

In emerging markets, billions of people have moved out of extreme poverty. While the last wave of globalization centered on accessing foreign markets and creating low-cost global supply chains, the next wave could follow a very different pattern. “Strategies for Two-Sided Markets” 3. These are the seven areas: 1.

Globalization 8

Globalization Supply Chain Human Capital Long-term 8

Harvard Business Review

APRIL 12, 2013

Equally important, it depends on how well they manage communication throughout their organization. In 2008, the coffee chain was struggling to maintain its market position and to ward off a growing set of competitive threats. Communications at HCL used to be handed down from up high," a senior manager at HCL noted.

Company 8

Company Video CEO Crisis 8

Strategy Driven

FEBRUARY 4, 2011

Yet, most CEOs were never trained on how to be CEOs, with all the responsibility, people skills, leadership and ethical management that must go along with the job. This book states the case for more of a macro-focused approach to management. billion as the stock market plummeted, amid a crisis of investor confidence.

Ethics 76

Ethics Cost Crisis Learning-by-Doing 76

Harvard Business Review

AUGUST 16, 2016

.” And yet the lean startup methodology, born in Silicon Valley as a way for startups to tune in to customer needs with limited resources, has been gaining major momentum inside big companies like General Electric, Alaska Airlines, Telefonica, 3M, and W.L. Show customers barely-working products with rough edges?

Company 8

Company Airlines Ries Survey 8

Harvard Business Review

MAY 25, 2018

Mr. Rockefeller’s business strategy was to vertically integrate every aspect of the oil business (exploration, development, logistics, marketing) to assure an ongoing competitive advantage. ” Another is, “How will a company like that ever be managed?” The new face of deal making will take a variety of forms.

Incubator 8

Incubator Insurance Cost of Capital Competitive Advantage 8