CoachStation

AUGUST 26, 2022

The risk of not getting leadership and culture ‘right’ are significant. It’s about understanding how important leadership and engagement are. Thankfully, this attitude and openness to leadership and personal growth is improving. Additionally, teams with thriving workers also see higher customer loyalty.

Motivation 130

Motivation McKinsey Attrition Influence 130

Harvard Business Review

JULY 17, 2012

The bank has a framework within which every employee understands the business objectives of earning customer loyalty, and where every business practice is designed to encourage both systematic and spontaneous attempts to wow customers. The result: dramatically lower employee attrition, lower costs, and higher customer loyalty.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

JULY 17, 2012

The bank has a framework within which every employee understands the business objectives of earning customer loyalty, and where every business practice is designed to encourage both systematic and spontaneous attempts to wow customers. The result: dramatically lower employee attrition, lower costs, and higher customer loyalty.

Customer Loyalty 12

Customer Loyalty Loyalty Banking Call Center 12

Harvard Business Review

SEPTEMBER 22, 2011

More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Your CFO and finance team can take a leadership role here. The company had a robust "voice of the customer" program.

Incentives 11

Incentives Sample Customer Loyalty Metrics 11