Lead Change Blog

FEBRUARY 12, 2015

When former Alfa Romeo CEO Luca de Meo came from Audi to head up marketing at Volkswagen AG, he realized the global function was filled with gossip and suspicion. It is Zappo’s CEO Tony Hsieh working in the call center on the phone when call volume is especially high. Sprinkles Show You Care.

Open-book 150

Open-book Airlines CEO Hotels 150

Harvard Business Review

JULY 19, 2013

For my company, I focused on a big market and found a profitable and attractive niche. With Getaroom, I understood the lodging market is massive and knew a niche player could capture a large amount of revenue, but my initial projections were modest and I watched expenses closely. Find your niche in a sizable market.

Entrepreneur 8

Entrepreneur Hotels Travel Call Center 8

Harvard Business Review

JULY 19, 2013

I experienced a similar asymmetry when a credit-card company informed me that the terms and conditions for claiming hotel rewards had changed. For example, the number of miles needed for a free night in a top-category hotel room had gone from 125,000 to 160,000. "If So that''s how I spent the next 31 minutes.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

JANUARY 28, 2015

It is the same card he used to buy the plane ticket and book the hotel. For example, a call center may pride itself on completing X percentage of service calls within 30 seconds, but that’s not a valuable metric for determining overall customer satisfaction – or what the customer then does after that service interaction.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

JUNE 20, 2014

But she also realized that the company needed to develop greater marketing muscle to drive a commercial transformation. As she put it, “Our markets are going through dynamic change. It must be marketing. And she put marketing in charge of an organization-wide growth program. Who should lead our transformation?

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

MAY 11, 2012

The Best Exotic Marigold Hotel , a new film set in India and directed by Shakespeare in Love's John Madden (age 63), hangs its plot on the notion of "outsourcing" the elderly. There are signs that market is forming: Marigold's arrival to U.S. They find new life instead of old age. She goes from being outsourced, to becoming a resource.

Outsourcing 11

Outsourcing Film Hotels Open-book 11

Harvard Business Review

JANUARY 12, 2016

Thus we have a world in which citizens find it easier to compare pubs than public schools, to compare hotels than hospitals. They offer subscription opportunities at call centers, customer service touchpoints, and community events, or on their social media accounts. Online and offline efforts have to mesh.

Technology 8

Technology Audience Call Center Licensing 8