Chart Your Course

AUGUST 14, 2012

By hiring the right people, they reduce turnover, training costs and insure their team of Zapponians stay motivated and passionate about what they do. Happiness has created unparalleled customer loyalty to the extent 80% of their customers return to purchase again. Zappos does not hire just anyone looking for a job.

Newsletter 165

Newsletter Insurance Class Workshop 165

Skip Prichard

JUNE 1, 2020

If you’re willing to make these investments, you’ll be rewarded on the back end in dividends of engagement, commitment, and loyalty. Letitia, a senior leader at a global insurance company that I worked with, was adamant that her leadership team cultivate the trait of being open. John Steinbeck. Communication. The second cost is ego.

Leadership 105

Leadership Open-book Learning-by-Doing Quality 105

Harvard Business Review

NOVEMBER 22, 2017

Why is one insurance company deep into an agile transformation while another is experimenting with it only at the edges of its business? For every company wrestling with evolutions in its strategy, success depends as much on matching the operating model to those evolutions as it does on the soundness of the strategy itself.

Strategy 8

Strategy Company Banking Apparel 8

Harvard Business Review

APRIL 7, 2015

There are new types of insurance companies such as Oscar ; novel provider organizations such as OneMedical , IoraHealth , and ChenMed ; and new health information technology companies such as Castlight , Vital , and WellFrame that aim to use technology to improve care and value. Leadership development Operations management Healthcare'

Execution 8

Execution Skills Health Care Porter 8

Harvard Business Review

DECEMBER 14, 2011

Old-fashioned benefits like health insurance, family leave, and flex time ranked only 15 percent when considering most valued HR offerings. When asked which elements of workplace commitment most benefit daily operations, companies ranked culture at 80 percent and recruitment/retention at 70 percent. They're upgrading.

Company 17

Company Heskett Ryan Audience 17

Harvard Business Review

DECEMBER 2, 2010

For example, in the car insurance customer journey, one of the stages — if you're unlucky — is getting in an accident and having to report a claim. With most insurance companies this is a complicated and poorly-defined process that takes place at a traumatic time. I'm endebted to Frances X.

Insurance 15

Insurance Retail Brand Loyalty 15

CO2

JUNE 29, 2010

Therefore, leaders adopting an evolutionary psychology approach to followership must do all they can to align followers’ goals with those of the organization and insure that the benefits people accrue outweigh the costs of working for the leader, as followers will either mutiny or leave if goals are misaligned or inequities are perceived.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Strategy Driven

DECEMBER 2, 2019

In the business world, focusing strictly on a digital experience will eliminate customer loyalty and emotional connection to a brand. Even in this digital age, personal relationships are critical to building trust and loyalty with customers. But businesses need to provide it in moderation and not at the cost of the human experience.

Company 71

Company P&L Bottom-up Advertising 71

Harvard Business Review

FEBRUARY 8, 2012

History makes a compelling case that serving customers with integrity — delivering steadfast, predictable service quality — can translate into outsized loyalty and market share when the economy commits to a comeback. One way Zappos funds its legendary service is by relying on a very lean operation.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

JUNE 5, 2013

Unfortunately, most organizations don''t know what it means to have a relationship with a customer, even though they have a customer list, an email database, or even a loyalty program. But what if that insurer offered a mobile app that rides along with you as you drive, noticing that you are making complete stops and accelerating responsibly.

Insurance 8

Insurance Brand Disruptive Innovation Download 8

Harvard Business Review

JULY 27, 2011

Credit cards are convenient, document purchases, include various types of insurances, allow up to 60 interest-free days of float, and provide miles on my favorite airline, JetBlue. In addition, the cost of encouraging cash payments may be low in a smaller operation if the owner (or one trusted employee) is in charge of handling cash.

Price 11

Price Discount Cost-Benefit Analysis Retail 11

Harvard Business Review

OCTOBER 30, 2018

That reflects a growing economy that’s offering more full-time employment, but it also shows a generation that may want the same thing as their parents: Steady jobs with a clear advancement track and benefits such as health insurance and paid time off. 2: We’re all going to be giggers.

Quinn 10

Quinn Entrepreneur IPO Survey 10

Harvard Business Review

JANUARY 28, 2015

”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty. If it’s all about the operations then you lose sight of the customer. Based on this data, operations recommended marketing cease actively trying to acquire these customers.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

MARCH 31, 2015

While consumers are rightfully worried that their personal information may be compromised, shareholders and companies’ management have a wider set of concerns, including loss of intellectual property, operational disruption, decreased customer trust, tarnished brand, and loss of investor commitment.

Price 8

Price Long-term Banking Short-term 8

Harvard Business Review

NOVEMBER 22, 2016

Why the Insurance Industry Can’t Risk Overlooking Artificial Intelligence. Taking a “next best action”—presenting a compelling offering even if the customer hasn’t asked for it—can lead to not just customer loyalty but also selling opportunities.

Banking 9

Banking Content Customer Loyalty Health Care 9

Harvard Business Review

JANUARY 26, 2015

In today’s economy, organizations are supposed to treat employees almost as free agents, with low expectations of loyalty on either side. I tell my senior team that they can miss their annual targets once, but if they don’t turn around their operations quickly, they won’t be here to miss them a second time.

Policies 8

Policies Chemicals Bond Fashion 8

Harvard Business Review

MAY 30, 2014

But the capabilities — from merchandising to managing store staff and operating the supply chain — are very different for a small-store format. health care providers: the push for more accountable care will require new business models where risk sharing with private and government insurers becomes more the norm. Or consider U.S.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

AUGUST 5, 2014

Digital has removed barriers across sectors, even in old-line businesses known for “sticky” products, such as telecom and insurance. Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

JUNE 21, 2011

Since Sun made hardware and software, only Sun machines running the Sun operating system were allowed. (In Invest in paying for dummy or shadow service accounts, such as wireless or entertainment subscriptions, even insurance policies. Don't rely on people to pay it for themselves (because many won't, or will resent having to).

Software 13

Software Wireless B2B Library 13

Strategy Driven

OCTOBER 5, 2012

No entity can operate without affecting or being affected by its communities. It is not ‘insurance’ that can be bought overnight. The practice of doing so creates an understanding that spawns better loyalty. Potlache is a higher level of understanding of the business that breeds loyalty and longer-term support.

Loyalty 59

Loyalty Bottom-up Strategic Planning Bond 59

Harvard Business Review

SEPTEMBER 10, 2012

The increased loyalty and higher performance of these youth has made sourcing, training and hiring disabled youth no longer just CSR intiative but an integral part of Gitanjali Gem's talent management strategy. VP of Operations. Also, these youth seem to have higher loyalty, it is a win win for the company as well as the youth.

Company 8

Company Crisis Attrition Public Relations 8

Harvard Business Review

MARCH 31, 2016

Surprisingly (at least to us), many employers think they’ve offered a wellness program if they direct their employees to a website made available by their insurer. Sending people to your health plan’s website. There are a few simple ways to start doing this. There are a lot of misconceptions about wellness programs out there.

Planning 8

Planning Incentives ROI Long-term 8

Harvard Business Review

NOVEMBER 25, 2013

Creating transparency into its operations is the starting point for marketing to help CFOs understand where and how value is being gained or lost, which makes budgeting discussions much more productive. The experience at one global insurance company is illustrative.

CFO 8

CFO Short-term Long-term Benchmarking 8

Harvard Business Review

SEPTEMBER 21, 2012

Businesses operate in more spheres than ever — in-store, in-person, telephonic, web, mobile, and social channels. Even more broadly, a customer loyalty program can help, since it gives consumers a unique ID that they apply to every purchase, regardless of the channel. How are we going to coordinate multi-channel data?

Insurance 15

Insurance Team Credit Scoring Retail 15

Harvard Business Review

JUNE 6, 2017

Primary care delivery faces additional challenges for scaling because it operates on thin margins, often is not highly valued by patients, and has difficulty attracting trained providers. North Star primarily serves truck drivers and sex workers, operating in the afternoons and evenings to fit its clients’ schedules.

Development 8

Development Health Care Operations Franchising 8

Harvard Business Review

AUGUST 16, 2016

In many industries, including travel, insurance, telecoms, music, and even automobiles, we are rapidly closing in on equalization of predictive capabilities across competitors, so there is little lasting competitive advantage to be gained from predicting the next purchase. Turning data into action.

Competitive Advantage 8

Competitive Advantage Credit Rating Short-term Long-term 8

Harvard Business Review

MARCH 13, 2014

If the vast majority of transactions are itemized and trackable through loyalty cards, credit cards and social login, the transactions your customers keep private start to look suspicious. Rather than eroding the expectation of online privacy, companies can and should help to build it.

Information Technology 8

Information Technology Tools Technology Video 8

N2Growth Blog

NOVEMBER 4, 2010

That said, my typical pro-marketing position assumes that certain key fundamentals are in place to insure that the lunatics don’t somehow become in charge of the asylum. Those of you familiar with this blog know that I’m generally a strong marketing advocate.

Blog 285

Blog Marketing Succession Brand 285

Strategy Driven

FEBRUARY 11, 2016

Operating with transparency used to be a luxury versus a necessity but, now, it’s quite mandatory. It used to be that only airlines had “loyalty” programs. to mom and pop corner coffee shops have some sort of loyalty program. However, what loyalty programs really come down to is creating that coveted repeat customer.

Entrepreneur 50

Entrepreneur Loyalty Airlines Advertising 50

Harvard Business Review

DECEMBER 19, 2014

Siiquent had figured out how to provide these consumables for a bit less than the fixed reimbursements the hospitals and labs got from insurers and the national health service, so it was able to position itself as a revenue generator for the hospitals. Both companies had been attractive acquisition targets for Scherr.

Case Study 10

Case Study Price Chemicals Strategy 10

Harvard Business Review

OCTOBER 5, 2017

The root cause is twofold: a mismatch between organizations’ strategies and actual market demand, and a lack of operational discipline. MD Anderson Cancer Center lost $266 million on operations in FY 2016 and another $170 million in the first months of FY 2017. health systems.

System 8

System Insurance Health Care Operations 8

Harvard Business Review

DECEMBER 6, 2016

In fact, the vast majority (95%) of MSSP ACOs are still operating in a largely fee-for-service payment model, working for bonuses for lowering costs, but assuming no downside risk. It tallies a net promoter score (a measure of customer satisfaction and loyalty) of 88; the national average for primary care providers is 3.

Health Care 8

Health Care System Insurance Quality 8