Chart Your Course

OCTOBER 27, 2014

A recent Bain Capital Customer Loyalty study found that consumers are four times more likely to do business with a company that provides good customer service versus a competitor that offers a lower price. Customers always have and will be the most valuable asset of every successful business.

Quality 182

Quality Succession White Paper Customer Loyalty 182

The Practical Leader

FEBRUARY 13, 2012

The L-word makes hard-nosed managers squirm. These are the same managers loudly pronouncing goals of higher employee engagement and increased customer loyalty. These managers use lots of “leader-speak” about vision, values, engagement, or caring but their rhetoric is heartless and empty. .

Airlines 53

Airlines P&L Collins Leadership 53

Eric Jacobson

AUGUST 8, 2018

Since 2002, she has served as a judge for the Web Marketing Association’s annual web award competition; and she’s been included in the "Top 100 Branding Experts" list to follow on Twitter @DebbieLaskeyMBA. Instead of drafting a simple survey, think of why questions and responses would benefit your leadership team.

Brand 50

Brand Tips Media Customer Loyalty 50

Harvard Business Review

MAY 29, 2012

As the Harvard Business School's Michael Jensen put the argument in a 2002 article , "Any organization must have a single-valued objective as a precursor to purposeful or rational behavior. In effect it leaves the manager with no objective.". It is logically impossible to maximize in more than one dimension at the same time.

Short-term 14

Short-term Long-term Objective Customer Loyalty 14