Harvard Business Review

MAY 29, 2018

According to Constellation Research , businesses across all sectors will spend more than $100 billion per year on Artificial Intelligence (AI) technologies by 2025, up from a mere $2 billion in 2015. Insight Center. The science of storytelling and brand performance. Stephen Swintek/Getty Images. Data-Driven Marketing.

Marketing 8

Marketing Policies Technology Franchising 8

Harvard Business Review

APRIL 27, 2015

Corporate tweeters need to know that they aren’t just promoting a brand or solving a problem: they are performing for an audience, supporting customers throughout their journey, and even, subtly, selling. Social media isn’t merely a place for people to chat with each other and for brands to talk at their customers.

Company 8

Company Airlines Brand Analysis 8

Harvard Business Review

MAY 5, 2011

Ethnographic programs such as Procter & Gamble's "Living It," which sends managers to live with a family for a time, can be invaluable, but they are not always practical, the effects are difficult to quantify, and the act of observing customers in such close proximity influences them significantly.

Brand 15

Brand Survey Call Center Sample 15

Harvard Business Review

JULY 14, 2016

For the 2008 presidential race, Barack Obama hired one of Facebook’s early employees, Chris Hughes, to drive the campaign’s technology strategy. How will technology impact the outcome of the 2016 presidential election? Brands typically approach digital marketing like a science. Take former candidate Bernie Sanders.

Bond 8

Bond Early Adopters Technology Politics 8

Harvard Business Review

AUGUST 15, 2016

When the big video streaming service surveyed customers who renewed subscriptions, it discovered, paradoxically, that some customers stayed with Hulu even when they didn’t necessarily have a positive perception of the brand overall. Did you feel proud to represent our brand in the conversation?

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

APRIL 18, 2011

Writing on HBR.org last fall, Adam Richardson defined customer experience as "the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.". The growing obsession with customer excellence is driven, in part, by technology.

Organization 12

Organization Forrester Bottom-up Short-term 12

Harvard Business Review

OCTOBER 19, 2011

To participate in the social-digital revolution, brands, businesses, and organizations need to take the following actions: Add a social layer across all business functions. Last year, I asked if we should fire marketing managers and hire community managers. The index sparks an interesting question.

Company 20

Company Call Center Business Intelligence Metrics 20

Harvard Business Review

MAY 30, 2017

In the first month, 15% of those new leads were “lookalikes,” meaning that the people calling the dealership to set up a visit resembled previous high-value customers and therefore were more likely to make a purchase. Could Liberate 50% of Managers' Time. Did this spend increase ROI? Related Video.

ROI 10

ROI Tools Marketing CRM 10

Harvard Business Review

OCTOBER 26, 2015

For a long time, technology gave big players a competitive advantage because no one else could afford to be big. If you were Walmart, no one else could afford the complicated technology required to track the demand logistics from shoppers in Peoria to production plants in China. But that’s a small price to pay.

Competitive Advantage 8

Competitive Advantage Pharmaceuticals Industry Trends 8

Harvard Business Review

JUNE 2, 2015

But managers should think twice before making this leap: Instead of accepting the conventional wisdom, they should seriously consider following those companies that are taking a different path and moving down the value chain. Insight Center. The technologies and trends shaping tomorrow’s businesses. Growth opportunities.

Supply Chain 8

Supply Chain Contract Manufacturing Outsourcing Operations 8

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent. That bottom line sensibility is crucial.

P&L 8

P&L Banking Marketing Call Center 8

Harvard Business Review

MAY 28, 2014

And now, Zappos will abandon job postings , according to Stacy Donovan Zapar , Zappos’ Social Recruiting and Employer Branding Strategist. It’s an old-school idea common to technology companies as far back as the 1980’s, akin to “we know more about the engineers that work for our competitors than they do.”.

Supply Chain 8

Supply Chain Policies Sample Human Resources 8

Harvard Business Review

JANUARY 8, 2015

The top places were not all taken up by trendy tech brands, and the bottom was not dominated by multinational banks. Their social media strategies tell one part of the story: they are over-reliant on unhelpful canned responses which merely shunt customers to more traditional forms of contact, such as call-centers.

Emotional Intelligence 8

Emotional Intelligence Media Sample Banking 8

Harvard Business Review

MAY 8, 2017

We see an interesting pattern across the professionally managed companies, those whose CEOs were hired by the board. These CEOs are what we call “insider outsiders.” As any manager knows, a generic-sounding list of values won’t move the culture needle unless leadership brings it to life.

Franchising 12

Franchising CEO Business Model Strategy 12