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. Customers can also sign up for SMS notifications and find FAQs without needing to leave the branded experience. In 2005 A.G.

Retail 10

Retail Supply Chain Loyalty Reis 10

Harvard Business Review

JULY 19, 2013

If a call center is busy, don''t tell customers the hold time is five minutes and then, after four minutes (as higher-priority customers enter the queue), revise that to 10 minutes. FAQs are great, but customers still need to talk to your people. Explain why an action is being taken, and be trustworthy.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

DECEMBER 6, 2013

Almost five years ago, I was sitting in the conference room of one of the world’s largest insurance companies, trying to push the idea of social customer relationship management to their corporate marketing team. We’re fighting against email inboxes and sticky notes. Ground Zero: From Chaos to Control.

Insurance 9

Insurance Maturity FAQ Media 9