Strategy Driven

APRIL 24, 2014

Army: Loyalty, Duty, Respect, Selfless service, Honor, Integrity, and Personal courage. Developing this trust starts with loyalty. Loyalty is subjective, but its basic definition is faithfulness to the commitments you’ve made and remaining true to the obligations at hand. This loyalty I describe is behavioral.

Development 59

Development Team Loyalty Due Diligence 59

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 15

Customer Loyalty Loyalty Banking Call Center 15

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. Be Transitive , For Executives Julie-Ann Great piece!

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

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

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 9

P&L Banking Marketing Call Center 9

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. ” -Sisodia and Gelb. Redefine Success. Not by power.

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.

Survey 8

Survey Retail System Automotive 8