Eric Jacobson

FEBRUARY 1, 2021

At Guardian, as new technology has streamlined some aspects of customer service, we launched a program to retrain call-center workers as programmers. Invest in their continuing education, and their value and loyalty will only grow. Mulligan : The first step is to invest the time and money in workers.

Skills 50

Skills Company Shaw Crisis 50

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. TD Bank is a loyalty leader among major retail banks in North America. The result? Take TD Bank, for example.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Tony Mayo

OCTOBER 13, 2010

– Alex “Sandy&# Pentland MIT Human Dynamics Lab in Harvard Business Review Another study, at a bank’s telephone call center, showed that operators who spent their breaks speaking to coworkers not only got more work done but experienced less workplace stress. © Tony Mayo except as otherwise noted For Executives.

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Skip Prichard

OCTOBER 14, 2019

Although none are perfect, they operate in a way that generates engagement and fulfillment for their employees, delight and loyalty for their customers, positive contributions to their communities and to the environment, and excellent returns for their owners and investors. The results of John Ratliff’s healing leadership have been dramatic.

How To 83

How To Simon Learning-by-Doing Organization 83

Harvard Business Review

JANUARY 27, 2014

In turn, customers reward Rackspace with intense loyalty, contributing to the company’s 25% compound annual revenue growth and 48% profit growth since 2008. Call center representatives, sales specialists, field technicians, and others on the front line know intimately which aspects of the business annoy or delight customers.

Trends 16

Trends Survey Outsourcing Call Center 16

Harvard Business Review

APRIL 17, 2015

While there are some factors that make social innovation more likely than not — such as intrapreneurs who will champion them — Davis and White find that competing for talent, strong brands, and leadership transitions all correlate with stronger social initiatives.

Innovation 8

Innovation Company Supply Chain Open-book 8

Harvard Business Review

AUGUST 5, 2014

They also outperform their peers across the entire customer lifecycle, are nine times more likely to enjoy superior customer loyalty, and a remarkable 23 times more likely to outperform less analytical peers on new-customer acquisition. I see far too many data that don’t go anywhere and that’s just a cost.”.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

AUGUST 15, 2016

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 17, 2016

No surprise, the data reflected this struggle: Employee loyalty at the front line was the lowest in the company. We have seen management teams benefit greatly from setting up ways for them to “drop in” on customer calls, or call-center service discussions.

Execution 10

Execution Bureaucracy Self-aware CEO 10

Harvard Business Review

JUNE 7, 2016

They pursue what our colleague and loyalty expert Fred Reichheld calls “bad profits” : efforts to extract more money from customers without offering them additional value, making them feel coerced, deceived or misled (think airline baggage fees or excessive banking penalties).

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8