Harvard Business Review

MAY 5, 2011

The brief, structured text messages capture what kind of touchpoint it is, how the consumer feels in response to the company touchpoint, and what they think about the brand as a result of this encounter. (A A touchpoint includes every way that a customer comes into contact with your company's product, service or brand.,

Brand 15

Brand Survey Call Center Sample 15

Harvard Business Review

DECEMBER 2, 2013

If you want to win their hearts and minds, you have to master the latest technology, assimilate vast quantities of data, engage and delight your customers, and deliver products and services that surpass expectations. And yet today’s top marketers are combining technology and teamwork to generate extraordinary results.

Marketing 9

Marketing Teamwork Technology Information Technology 9

Harvard Business Review

JUNE 27, 2013

Other companies pray that technology can save them. Sixty-two percent of our panelists report that technology advancements drive their firms'' innovation activities. But technology for technology''s sake can end in disaster. Infuse innovations with the brand. In fact, it''s the very definition of parity.

Innovation 8

Innovation Forrester Business Model Long-term 8

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

AUGUST 8, 2013

The Top 100 Innovators also benefit from combining the power of their brands with the patents and engineering skills of third parties. Let''s examine one specific aspect of Otis Elevator, a unit of the Top 100 innovator United Technologies Corp. Our next two insights examine ways in which this lab-centric innovation model has changed.

Engineering 8

Engineering Globalization Innovation Marketing 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

AUGUST 5, 2014

Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done. To hit P&L targets, for instance, the CMO at one technology company focused on shortening the sales cycle.

P&L 8

P&L Banking Marketing Call Center 8

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. Here's what they should focus on.

ROI 10

ROI Tools Marketing CRM 10

Harvard Business Review

JANUARY 8, 2015

As the CEO of a British bank confided at last year’s World Economic Forum, “We all know it’s important to be empathic, but how do I galvanize 48,000 people in my UK operations — most of whom think that empathy is for wimps?” The highest performing company was LinkedIn.

Emotional Intelligence 8

Emotional Intelligence Media Sample Banking 8

Harvard Business Review

MAY 8, 2017

Instead of focusing on major hotel brands, they pursued the long tail, engaging with more than 1 million inns, B&Bs, and apartment buildings in 200 countries. Today AWS accounts for just 10% of Amazon’s $150 billion in revenue, but generates close to $1 billion in quarterly operating profit.

Franchising 12

Franchising CEO Business Model Strategy 12