First Friday Book Synopsis

SEPTEMBER 23, 2013

. * * * Successful companies have loyal employees. They also have loyal customers. But the question for researchers and consultants for the past two decades […].

Customer Loyalty 75

Customer Loyalty Shaw Loyalty Reference 75

N2Growth Blog

DECEMBER 8, 2023

Understanding the Role of a Chief Commercial Officer In the complex world of corporate leadership, a Chief Commercial Officer (CCO) holds a pivotal role. This position is often seen as the linchpin of a company’s commercial strategy, controlling marketing, sales, and customer service efforts to achieve optimal success.

Trends 293

Trends Business Model Execution Marketing 293

Eric Jacobson

SEPTEMBER 27, 2015

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the new, must-read book , Evergreen. One of the book's most compelling lessons for me was why it's so important to tell your customers your company's origin story.

Customer Loyalty 50

Customer Loyalty Loyalty How To Content 50

N2Growth Blog

MAY 3, 2017

Every company has a set of capabilities that, when properly leveraged, can serve to devastate the competition. So, it’s essential for leadership teams to pinpoint and honestly assess these capabilities. Here’s a simple framework that I use with clients to form their company capabilities profile.

Strategy 204

Strategy Company Strategic Planning Market Segmentation 204

Lead Change Blog

FEBRUARY 4, 2020

Welcome to the February 2020 Leadership Development Carnival! We’re excited to share posts from leadership experts from around the globe on the topics of communication, development, engagement, team building, and more. Diana explains: “The ability to delegate is a key leadership competency. Communication. Good question.

Leadership Development 268

Leadership Development Development Leadership Simon 268

Great Leadership By Dan

JANUARY 23, 2020

Imagine: a leader who knows how to gain efficiencies, decrease costs, increase employee retention, and inspire customer loyalty based on taking another’s point of view? Now, the types of leadership qualities that show up on list after list are there for good reason. This is the power of empathy at work. The POWER of Empathy?

Power 306

Power How To Leadership Customer Loyalty 306

Eric Jacobson

JANUARY 17, 2015

"Today''s customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the new, must-read book , Evergreen. One of the book''s most compelling lessons for me was why it''s so important to tell your customers your company''s origin story.

Customer Loyalty 50

Customer Loyalty Loyalty How To Content 50

Leading Blog

APRIL 8, 2020

Your team has to know what your “ forever promise ” is—the organization’s commit-ment to customers that justifies customer loyalty. I’ve observed companies panicking and doing anything they can to manage short-term cash—and destroying hard-earned relationships at lightning speed.

Crisis 330

Crisis Short-term Customer Loyalty Long-term 330

Eric Jacobson

FEBRUARY 7, 2019

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. that: a slow response to a customer complaint triggers fear and anger. They also say in their book, Now.Build A Great Business!

Customer Loyalty 50

Customer Loyalty Loyalty Open-book Books 50

Mark Sanborn

MARCH 13, 2023

Leading edge companies are constantly looking for ways to improve the customer experience and create positive emotions for their clients. These tools allow companies to provide 24/7 support to customers, answering their questions and addressing their concerns quickly and efficiently. Technology. Personalization.

Customer Loyalty 89

Customer Loyalty Loyalty Discount Long-term 89

Lead Change Blog

AUGUST 7, 2019

Purpose, or an underlying company philosophy, not only drives strategic change, but also encourages customer loyalty and employee engagement. identify the five most common leadership blind spots that hamper success: Purpose, Story, Engagement, Trust, and Truth. Listen in as Jim and Rich ( Root Inc.

Webinar 240

Webinar Customer Loyalty Politics Human Resources 240

Lead Change Blog

OCTOBER 4, 2017

Nearly three-quarters of a customer’s loyalty is determined by how that customer is treated. Research conducted by McKinsey and Company found the customer experience, the more likely they will be to return and directly refer you to others. Here is the bizarre thing – most companies already intuitively know this!

Customer Loyalty 228

Customer Loyalty Forrester Loyalty McKinsey 228

Harvard Business Review

MARCH 8, 2024

Companies like Costco, Salesforce, Amazon, and Patagonia demonstrate the power of understanding and capitalizing on unique market differentiators. Strategic clarity is more than operational proficiency; it’s about deeply recognizing a company’s distinctive strengths and aligning every operation with this core identity.

Customer Loyalty 22

Customer Loyalty Company Loyalty Long-term 22

Lead Change Blog

OCTOBER 4, 2017

Nearly three-quarters of a customer’s loyalty is determined by how that customer is treated. Research conducted by McKinsey and Company found the customer experience, the more likely they will be to return and directly refer you to others. Here is the bizarre thing – most companies already intuitively know this!

Customer Loyalty 150

Customer Loyalty Forrester Loyalty McKinsey 150

Michael Lee Stallard

OCTOBER 21, 2013

Organizations with high-engagement scores have customer loyalty numbers that are twice the level of organizations with average employee-engagement scores. Michael Lee Stallard speaks and teaches workshops on leadership and employee engagement. Research shows how important employee engagement is.

Career 363

Career Customer Loyalty Bottom-up Loyalty 363

Strategy Driven

FEBRUARY 19, 2021

Even if a company has fantastic managers and workers, employees may not feel completely fulfilled. A company can provide some of the funding and use its large platform to advertise to a wide audience. Whether the company is able to make a difference on a local level or a global scale, many people will be able to benefit.

Company 67

Company Reputation Customer Loyalty Loyalty 67

ExactHire - Leadership

MAY 19, 2022

Whether you cultivate it or not, your company has a culture. From employee retention to product quality, having a positive company culture will increase employee engagement and improve your company’s results. Whether you cultivate it or not your company has a culture. 10% boost in customer loyalty.

Absenteeism 97

Absenteeism Customer Loyalty Software Teamwork 97

Leading Blog

JULY 25, 2016

the customer always come first? Putting employees first may be the best way to serve the needs of the customer. Profits are driven by customer loyalty, customer loyalty is driven by employee satisfaction, and employee satisfaction is driven by putting employees first.”

Management 150

Management Customer Loyalty Loyalty Policies 150

Lead on Purpose

NOVEMBER 9, 2013

Most who rise to the upper echelons of a company get there because of their attention to detail and ability to handle any situation. Customers site excellent customer service as a reason for remaining loyal to a brand or company year after year. Guest post by Ken Myers. No one wants to feel useless at their job.

Delegation 229

Delegation Leadership Customer Loyalty Morale 229

Brigette Hyacinth

NOVEMBER 20, 2020

A high level of trust between managers and employees defines the best workplaces and drives overall company performance. When you empower employees, you promote vested interest in the company. Engaged employees drive higher customer satisfaction and boost the bottom line. How can you empower others?

Micromanagement 98

Micromanagement Customer Loyalty Competitive Advantage Short-term 98

Skip Prichard

AUGUST 16, 2021

Legacy companies, we hear, are all doomed to fail unless they double down on the latest digital innovations, and disruptors are ordained to take over the world. In The Brains and Brawn Company: How Leading Organizations Blend the Best of Digital and Physical , Siegel brings the digital innovation conversation back down to earth.

Strategy 140

Strategy Venture Capitalist Innovation Company 140

Steve Farber

SEPTEMBER 28, 2017

But, surprisingly enough, committees were a big key in making some dramatic internal changes that have taken OAC from a company its leadership team knew was great to one that’s also now recognized by employees, clients, and outsiders for excellence in its culture and its services. OK, not exactly.

Committee 65

Committee Leadership Customer Loyalty Loyalty 65

N2Growth Blog

NOVEMBER 15, 2010

One of a leader’s most important functions is to create an environment where trust and loyalty are the rule and not the exception. In today’s post I’ll examine the value of loyalty as it relates to leadership. Leadership and loyalty go hand-in-hand.

Loyalty 399

Loyalty Blog Leadership Brand 399

Great Leadership By Dan

JULY 2, 2015

Commitment Questions: Does your CEO clearly articulate what he/she wants the company to become for customers and constantly reinforce and drive the company in that direction? Make the Customer Leadership Executive an Officer of the Company Ensure that the CCO is at a peer level of the leaders of the organization.

CEO 120

CEO Succession Customer Loyalty Tactics 120

Skip Prichard

JANUARY 14, 2020

This is a guest post by customer service turnaround expert, Micah Solomon. Micah is the author of Ignore Your Customers (And They’ll Go Away). Outstanding Customer Service Cultures. Company culture is a hot topic of business discussion, dilating a lot of pupils and inducing heavy breathing in the board room.

Airlines 108

Airlines Mission Statement Customer Loyalty Mayo 108

Eric Jacobson

JUNE 19, 2019

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the must-read book , Evergreen. And, to do this, you need to think in an entirely new way (at times even counter intuitively) about your market, your customers and your marketing offers.

Customer Loyalty 50

Customer Loyalty Loyalty How To Content 50

Strategy Driven

MAY 23, 2016

And the interesting part is, many companies have multiple locations where the products are the same, but the service is not recognizable from place to place – one may be fantastic, while the other may be pathetic. What is your company like? Look at the best companies in America for best practices you can adapt and adopt.

Company 51

Company Advertising Merchandising Retail 51

Eric Jacobson

NOVEMBER 1, 2014

In your leadership role, it''s vital that your team members know how to deliver excellent customer service. Part of delivering excellent customer service is saying "Thank You" to your customers and knowing when to say "Thank You". Knock Your Socks Off " type service as book editor Ann Thomas and Jill Applegate would say.

Customer Loyalty 89

Customer Loyalty Loyalty Power Books 89

Tanveer Naseer

FEBRUARY 9, 2016

With this latest piece on my leadership blog, I’m delighted to announce a new partnership with The Economist Executive Education. The reason for that is because in sharing my story, the audience gains a better understanding of the journey I’ve taken that allowed me to understand these notions of leadership.

Storytelling 100

Storytelling Leadership Education Audience 100

Eric Jacobson

APRIL 7, 2014

He is a keynote speaker and consultant on customer service issues, the customer experience, and company culture. Customer Loyalty Customer Retention Customer Service Eric Jacobson on Leadership and Management' He previously co-authored the bestselling, Exceptional Service, Exceptional Profit.

Customer Loyalty 85

Customer Loyalty Loyalty Tips Consultative 85

HR Digest

NOVEMBER 16, 2022

Loyalty can mean different things to different people. But one thing is clear; employees who are loyal to their employers tend to stay with the company longer, which means less turnover and higher productivity. But what exactly does employee loyalty mean? And what are some factors that increase employee loyalty?

Loyalty 98

Loyalty Customer Loyalty Bottom-up Influence 98

Chart Your Course

MARCH 4, 2013

This means planning for training and setting realistic goals so employees can do their jobs and produce the best results for the company. Regardless of their position in the company, new and current employees need training. Managers need leadership training that equips them to succeed. Equip your staff.

Cost 206

Cost Customer Loyalty Loyalty Training 206

Eric Jacobson

JUNE 21, 2014

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. that: a slow response to a customer complaint triggers fear and ange r. They also say in their book, Now.Build A Great Business!

Customer Loyalty 91

Customer Loyalty Loyalty How To Open-book 91

Lead Change Blog

APRIL 1, 2016

A leadership lesson Chip gained from his first job was: inclusion will get you more commitment than control. . Her metaphor led to the company working on creating cement highways with embedded florescence for dark country roads.” He started a consulting firm in 1980 and says he has been having a blast ever since!

Levitt 150

Levitt Godin Customer Loyalty Airlines 150

Steve Farber

MARCH 13, 2017

But kindness also generates more customers, greater connectivity, new prospects, forgiveness for your mistakes, and higher employee and customer loyalty … all things that lead to increases in revenues and profits. The cash might directly take the form of revenues and profits.

P&L 99

P&L Company Hotels Policies 99

Eric Jacobson

JULY 30, 2023

Having conducted extensive field research, Ranjay Gulati , author of the book, Deep Purpose , The Heart and Soul of High-Performance Companies , reveals the fatal mistakes leaders unwittingly make when attempting to implement a reason for being. “My In reality, some companies have indeed used the idea of “purpose” to mask nefarious conduct.

How To 74

How To Customer Loyalty Operations Objective 74

Jesse Lyn Stoner Blog

MAY 21, 2012

They can at companies like Disney, Starbucks, Southwest, McDonalds and Google – all listed in the top 15 of the 2012 most admired companies. There is a direct relationship between clear values and success in terms of employee retention, customer loyalty, and long-term profitability. Choose the right values.

Customer Loyalty 226

Customer Loyalty Long-term Chemicals Bottom-up 226