Harvard Business Review

MAY 20, 2011

Here are some twelve routes to real barriers the last six of which involve the brand. Proprietary technology. Diamond's (formerly P&G's) Pringles, Prius' Hybrid Synergy Drive, and Dreyer's Slow Churned Ice Cream all have technologies not easily copied. Brand networks. Brand equity. Brand loyalty.

Aaker 15

Aaker Henderson Brand Competitive Advantage 15

The Practical Leader

JULY 20, 2011

The first two rings (my last two blog posts) deal with things — technology, products, services, systems, processes, structures, and so on. And from such tiny beginnings are reputations made and brands built. That’s even truer today. That’s much of the high tech component of service/quality.

Sharpe 53

Sharpe Deming Hotels Quality 53

Harvard Business Review

MARCH 21, 2018

Instead, in this new era of digital-based competition and customer control, people are increasingly buying because of a brand’s relevance to their needs in the moment. The problem, however, is that brands using the four P’s exclusively often target a static customer archetype (e.g.,

Loyalty 12

Loyalty Marketing Apparel Maslow 12

Harvard Business Review

MAY 24, 2016

Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty. Yet it’s important for brands to remember this is not the end of the journey for the customer.

Retail 9

Retail Supply Chain Loyalty Reis 9

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

DECEMBER 6, 2017

Therefore, in order for new identity verification approaches to be widely adopted by government and business, they will need to leverage multiple layers of currently available information and technologies to help individuals prove identity to a prospective employer, creditor, educational institution, etc. Insight Center.

Crisis 8

Crisis Insurance Technology Credit Scoring 8

Harvard Business Review

JUNE 16, 2016

Our research and client engagement experience has shown us that generating strong returns from the digital sensors, wireless communications devices, digital cameras installed in buildings and other smart, connected devices does not come down to writing big checks or being technologically savvy. The call center logs customer complaints.

Productivity 8

Productivity Products Wireless Technology 8

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

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

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

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. But the rankings get more interesting as you see companies such as Coca-Cola, Burberry, and Time Warner in good standing. The index sparks an interesting question.

Company 21

Company Call Center Business Intelligence Metrics 21

Harvard Business Review

JUNE 2, 2015

Insight Center. The technologies and trends shaping tomorrow’s businesses. However, moving down the value chain — taking on claims processing and call centers to answer customer questions — made it possible for a customer to outsource the entire claims process. The Future of Operations. New operations.

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. So the HR director has to be my best friend.”.

P&L 9

P&L Banking Marketing Call Center 9

Harvard Business Review

MAY 13, 2015

As OTT transforms content distribution and communication, one interesting question is what happens when brands go “over the top”? Disintermediating traditional media pipes to the audience compels brands to maximize ownership of consumer touch points to deliver content, experiences, and products. Insight Center.

Brand 8

Brand Disintermediation Media Metrics 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. In 2011 the board selected as the new CEO one of its own members, Heinrich Hiesinger, a Siemens executive with experience supplying technology to many industries.

Franchising 14

Franchising CEO Business Model Strategy 14

Harvard Business Review

JANUARY 3, 2014

Our biggest problem then was customer service—specifically, finding the right employees to staff our call center. But we’ve found that on average, our customers call us at least once at some point, and if we handle the interaction well, we have an opportunity to create an emotional impact and a lasting memory.

CEO 8

CEO Call Center Real Estate Merchandising 8

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

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

JULY 24, 2013

A study by Stanford researchers revealed significant differences between call center employees in a Chinese company who were randomly assigned to work from home for nine months and those who were not. Of course, there''s a catch. Also keep in mind that working at home can have its own distractions.

Call Center 10

Call Center Banking Survey Participative 10

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 11

Marketing Teamwork Technology Information Technology 11

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

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 12

ROI Tools Marketing CRM 12

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

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