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

Harvard Business Review

JANUARY 27, 2014

Yet some companies manage to buck these trends. In turn, customers reward Rackspace with intense loyalty, contributing to the company’s 25% compound annual revenue growth and 48% profit growth since 2008. Leading teams Managing people Organizational culture' Teams rally ‘round the customer.

Trends 14

Trends Survey Outsourcing Call Center 14

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. That helped account managers focus their pitch on the client’s business issues and build rapport.

P&L 9

P&L Banking Marketing Call Center 9

Skip Prichard

OCTOBER 14, 2019

Businesses that are organized and managed around a noble, healing purpose are not only great places to work, they’re also beloved by customers, suppliers, communities and shareholders. Appletree Answers is a call center company created through a “roll up” of smaller companies. ” -Sisodia and Gelb. Redefine Success.

How To 88

How To Simon Learning-by-Doing Organization 88

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. Insight Center. Measuring Marketing Insights. Turning data into action.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

MAY 17, 2016

“When I joined the company, the front line management jobs were the best,” the CEO told us. He had started his career in one of those jobs, as a country manager, and worked his way up. No surprise, the data reflected this struggle: Employee loyalty at the front line was the lowest in the company.

Execution 9

Execution Bureaucracy Self-aware CEO 9

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