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Mars Incorporated: A Sweet Place to Work

Coaching Tip

It is still 100% family-owned -- now by the three elderly offspring of Forrest Mars Sr., For example, a typical Mars plant manager influences associates by his or her ability to pace development of operational systems and innovative approaches. Mars, who died in 1934. Source: FORTUNE, February 4, 2013. ? Barbara A.

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New Research: You're Doing Customer Experience Innovation Wrong

Harvard Business Review

In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Why haven''t we seen more and more companies earning excellent scores in Forrester''s Customer Experience Index ?

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Why More Executives Should Consider Becoming a CHRO

Harvard Business Review

Lucia Luce Quinn is Chief People Officer at Forrester Research. ” One recent example of taking on risk she could easily have avoided was setting up a company-wide online “jam” to involve employees in defining RBC’s purpose and resetting its values. Their application of diverse business skills to the role.

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The Rise of the Chief Customer Officer

Harvard Business Review

The role exists in B2B and B2C firms as diverse as Allstate, Dunkin' Brands, USAA, Philips Electronics, FedEx, the Cleveland Clinic, and SAP. Consider one example. Paul Hagen is a Principal Analyst at Forrester Research where he serves customer experience professionals.

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