Great Leadership By Dan

JANUARY 26, 2017

These companies have “going global” down—they perform strongly in international markets, and can execute across borders because they embed globalization on their daily executive discussions. Develop a Globalization Strategy Part of the agility for a company to stay strong globally is the makeup of their country investment.

Globalization 120

Globalization Budgeting Strategy Compliance 120

Tanveer Naseer

AUGUST 5, 2014

If you’re trying to instill organizational change in your company, then you face not just a logistical shift, but a cultural challenge as well. By giving employees some genuine autonomy, a company can reduce the frequency, duration, and intensity of this threat state. The following is a guest piece by Jesse Newton and Josh Davis.

Motivation 279

Motivation Proposal Stress Goal 279

LDRLB

OCTOBER 1, 2012

CEOs that understand and appreciate the notion are intensely passionate about innovation as the means to this end. They spearhead innovation by ensuring their organization’s cultural norm is continuous change and creativity. Innovation starts with insight and progresses through disruptive hypotheses. Take a Shift in the Factory.

CEO 151

CEO Competitive Advantage Business Model Innovation 151

Terry Starbucker

JULY 19, 2015

Today’s story is about how I found my leadership secret weapon – an operational metric that could play a key role in our march to greatness, and provide a critical link between great customer service and profit. But on the other hand, there was a deeper issue – the cable operator just wasn’t liked. Making the Connection.

Leadership 150

Leadership Metrics Price Mass Marketing 150

Harvard Business Review

MAY 2, 2012

The idea that customers can't or shouldn't participate much in the innovation process is one barrier to creativity that companies are rapidly knocking down. This new view and way of operating actually helps companies come closer to achieving the ideal of giving customers what they want, when, where and how they want it.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

AUGUST 8, 2013

Recently, Thomson-Reuters published its latest list of the Top 100 Global Innovators honoring the leading organizations and companies most responsible for sizeable, influential patents worldwide. Captive R&D Centers. First, many of the Top Innovators employ engineers in emerging countries such as India and China.

Engineering 8

Engineering Globalization Innovation Marketing 8

Harvard Business Review

JUNE 27, 2013

"Innovation" has become a buzzword in the customer experience field. And an ambitious 13% said that they''ll settle for nothing less than having the best customer experience across every industry — in other words, these companies want to be the next Apple, Disney, or Zappos. And 55% have dedicated innovation budgets.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

JUNE 13, 2018

It is frequently used to automate financial processes, such as comparing invoices with shipment notices, or transfering data from email and call center speech-to-text systems into transactional systems of record. It operates at the task level and not the end-to-end process level.”

Process 9

Process Six Sigma Company Technology 9

Strategy Driven

DECEMBER 15, 2010

StrategyDriven effective executives, efficient employees Home About The StrategyDriven Organization Our Company Our Contributors Karen K. Through innovative solutions delivered within an integrated framework, SAS helps customers at more than 45,000 sites improve performance and deliver value by making better decisions faster.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

JUNE 3, 2015

The only way to thrive, or even survive, these managers conclude, is to find workers who can co-create value with customers and constantly improve operations. Insight Center. The Future of Operations. The implications for operational decision making can be pushed even further. The problem is not surprising.

Development 8

Development Call Center Operations Health Care 8

Harvard Business Review

OCTOBER 10, 2017

Bernstein studied assembly-line performance at a company he called “Precision.” In Precision’s case, good tactical performance required developing rules, checklists, and standard operating procedures and then following them closely. However, most companies measure only tactical performance.

Organization 9

Organization Tactics Call Center Metrics 9

Harvard Business Review

DECEMBER 4, 2015

We know that creativity and innovation fuel new products, services, even strategies. Innovative Teams (20-Minute Manager Series). Innovation Book. But too many executives make the mistake of assuming creativity is just reserved for a certain department or just the white-collar knowledge-workers in their firms. Further Reading.

Creativity 8

Creativity Call Center Retail Innovation 8

Harvard Business Review

JUNE 3, 2015

Intriguingly, some start-ups are coming up with characteristically innovative ways to tackle the problem. Consider Zappos’ new “holacracy” organizational design as a novel example of how a company is trying to prevent efficiency from hampering new net growth.

Apparel 8

Apparel Strategy Insourcing Efficiency 8

Harvard Business Review

SEPTEMBER 28, 2018

But recently at IDEO, we’ve been encouraging companies to go a step further. Instead, we bring people into different contexts — removed from typical day-to-day company operations — that can serve as a metaphor for what customers experience and therefore jolt employees into a more empathetic stance.

Energy 8

Energy Creativity Brainstorming Call Center 8

Harvard Business Review

MAY 5, 2016

This painful decision cost tens of thousands of jobs but proved strategically, organizationally, and culturally essential to the company’s future success. The company will also eliminate a key chipset in the difficult tablet and smartphone market. But the past is merely a prologue.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

JULY 20, 2012

Social media has shifted power from companies to customers , which means that one small misstep can bring your brand to its knees. Zappos generates so much buzz with its fantastic service experience that the company can spend significantly less on marketing than its rivals. This logic holds for any company. Service improvement.

Media 14

Media Self-aware Call Center Tools 14

Harvard Business Review

NOVEMBER 29, 2017

The team set up a command center a safe distance away from the fires, implemented an aggressive phone calling effort to locate every employee known to be in the area and made critical decisions on employee aid and compensation. We set up a makeshift relief center to provide phone chargers, underwear, bottled water, and other basics.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

FEBRUARY 17, 2015

Distinct from marketing and sales operations, presales provides a specific set of activities that lead to qualifying, bidding on, winning, and renewing a deal. Opportunities have exponentially increased for salespeople, thanks to digital innovations, more systematic RFPs, and the pervasive use of inside sales for lead generation.

Call Center 8

Call Center Telecommunications Engineering Quality 8

Harvard Business Review

APRIL 18, 2011

[This post is part of Creating a Customer-Centered Organization.]. Many companies now have senior officers in charge of customer experience. Each customer designs her own experience in the unique context of each interaction she has with the company. The proverbial "touch points" are only the company's side of the interaction.

B2B 12

B2B Consensus Productivity Products 12

Harvard Business Review

MARCH 26, 2012

In the game of innovation, there is next to no time to rest. In other words, the advantages of size gave some companies a bit of safe harbor. Utility companies are the traditional example. Once the lines are laid and houses are connected to the grid, it's unlikely that power companies are going to see new entrants.

Porter 11

Porter Competitive Advantage Safe Harbor Efficiency 11

Harvard Business Review

JUNE 7, 2016

One of the great innovations in business, which has held sway since 1976, is the idea that professional managers should have an owner’s mindset—that is, they should treat their company’s money as if it were their own. But there is a problem with the owner’s mindset.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8

Harvard Business Review

AUGUST 5, 2015

In this next chapter, the Philippines — the world’s second-fastest growing economy — will play a crucial role in helping tech companies access the talent to scale efficiently and sustainably. They’re tech companies from the U.S., These growing companies provide great opportunity for their overseas counterparts.

Outsourcing 8

Outsourcing Technology B2B GDP 8

Harvard Business Review

NOVEMBER 23, 2010

In a downbeat tone the manager of a fast-growing healthcare provider rattled off a list of reasons that her company was turning into a numbers-driven organization: Industry regulations required it, Medicare reimbursement policies required it, and delivering specialized services required yet another form of quantitative analysis.

Entrepreneur 14

Entrepreneur Strategy Telecommunications Software 14

Harvard Business Review

AUGUST 5, 2014

That isn’t easy, but the payoff is worth it: Our most recent research shows that companies with excellent marketing capabilities outperform the market with 2-3X greater revenue growth. Yet, only 30 percent of companies believe they understand their customers’ needs well enough to identify what initiatives will drive growth.

P&L 8

P&L Banking Marketing Call Center 8

Harvard Business Review

AUGUST 28, 2017

And AI success stories are becoming more numerous and diverse, from Amazon reaping operational efficiencies using its AI-powered Kiva warehouse robots, to GE keeping its industrial equipment running by leveraging AI for predictive maintenance. For the moment, this is good news for those companies still experimenting or piloting AI (41%).

Survey 9

Survey Execution First-mover Advantage Technology 9

Harvard Business Review

NOVEMBER 26, 2015

When a new employee is hired under this typical scenario and shows up the first day, the company tells her what work needs to be done and shows her how to act. But this approach doesn’t produce the most productive, innovative work environment. Insight Center. How to Be a Company That Employees Love.

Power 8

Power Outsourcing Self-aware Airlines 8

Harvard Business Review

DECEMBER 6, 2012

One success story occurred when a front-line associate in a call center posted online she didn't like a new process. Participation rates are much lower at most other companies than at Nationwide. To speed operations and improvement, Process Strategy 2.0 People weighed in, and then they changed the process.

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

APRIL 7, 2016

Following are three such innovative approaches for connecting with top talent. If so many companies are using social media, it must be effective, right? At least one company has worked Quora specifically into its recruitment strategy. Don’t keep relying on the same old social media platforms.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

OCTOBER 13, 2014

When pharmaceutical companies conduct clinical trials to test the safety and efficacy of their drugs as part of the process for obtaining regulatory approval, some patients receive the drug and others some standard existing treatment or a sugar pill (placebo). Change management Human resources Operations' Maybe or maybe not.

Flextime 8

Flextime Call Center Human Resources CRM 8

Harvard Business Review

DECEMBER 2, 2013

Like most large companies, the product teams would usually base decisions on market opportunity or which customer spent the most, but that doesn’t maximize value for our customer base or for us,” says Jonathan Becher, SAP’s CMO. Every company has silos. Retailers have stores, call centers, and e-commerce.

Marketing 9

Marketing Teamwork Technology Information Technology 9

Harvard Business Review

AUGUST 15, 2016

Paid digital TV companies, which also include Netflix and Amazon Prime, face high churn. The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

MAY 5, 2011

This is just what companies — from Coca-Cola to LG Electronics and Unilever — are doing by using a real-time experience tracking approach. With this approach, you recruit a consumer panel that will send a text message whenever they come across your company or its competitors.

Brand 15

Brand Survey Call Center Sample 15

Harvard Business Review

DECEMBER 2, 2010

With most insurance companies this is a complicated and poorly-defined process that takes place at a traumatic time. Frei, who wrote about Progressive in this HBR article , and revealed the insights about the dual benefits of its operational choices.). I'm endebted to Frances X.

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

FEBRUARY 7, 2013

Companies increasingly use outside specialists to do their work. Driven by the ever-lower costs of global communication and online collaboration tools, Henry Ford's vertically integrated organization is yielding to Procter & Gamble's network of external innovators. Almost anything can be outsourced to specialists and reconnected.

Organization 8

Organization Supply Chain Team Outsourcing 8

Harvard Business Review

JUNE 20, 2014

When Deborah DiSanzo took over as CEO of Philips Healthcare in May 2012, she knew that engineering would continue to drive innovation. But she also realized that the company needed to develop greater marketing muscle to drive a commercial transformation. My CEO could read the company like a book,” says Dorkas Koenen, Essent CMO.

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

MAY 8, 2017

Companies that claim to be “transforming” seem to be everywhere. Before describing those, let’s look at how we identified the exceptional firms that rose to the top of our ranking, a group we call the Transformation 10. How successful has the company been at creating new products, services, and business models?

Franchising 12

Franchising CEO Business Model Strategy 12

Harvard Business Review

JUNE 20, 2013

Messages back and forth are also private and can take many forms, including texts, instant messages, email, phone calls, or whatever. The camera''s table sits in a virtual cloud, running on an operating system called CloudOS , which is programmed with KRL , or Kinetic Rule Language. in computer science. Now, about QR codes.

CRM 8

CRM CIO Marketing Call Center 8