Chart Your Course

OCTOBER 27, 2014

But eConsultancy’s 2013 Cross-Channel Marketing Report found that 70 percent of business owners feel acquisitions are definitely more expensive than retention. An airline sending text messages to customers about flight delays or billing departments sending reminder of upcoming invoices are two examples of anticipatory service.

Quality 182

Quality Succession White Paper Customer Loyalty 182

Tanveer Naseer

SEPTEMBER 17, 2013

Through both of these exercises, I demonstrated how the growing distractions and communication channels leaders now have to manage in their day-to-day affairs can so easily cause us to drift from the leadership path and direction we originally set out to take. Guy Kawasaki and Tanveer Naseer – MHLC 2013 3. “It’s

Organization 264

Organization Conference Audience Globalization 264

Strategy Driven

MARCH 4, 2013

Ever get poor service at an airline? It happens because the people who work at the airlines are undertrained, poorly managed, feel put upon by their management and their leadership, underpaid, rarely if ever praised, and are exposed to constant customer complaints. Copyright 2007-2013 by StrategyDriven Enterprises, LLC.

Airlines 50

Airlines Loyalty Customer Loyalty Training 50

Strategy Driven

FEBRUARY 4, 2013

Your marketing people, your ad agency, yada, yada) Anyone preparing “boring” marketing tools in this day and age should be forced to take that crap out on a sales call and see how CUSTOMERS perceive it or care ten cents about it. Marketing and HR people: Get off your corporate hobby horse and saddle up your creative brain!

Politics 50

Politics Customer Loyalty Airlines Creativity 50

Strategy Driven

OCTOBER 21, 2013

Then define what is memorable and how everyone can achieve memorability with daily interactions (Southwest Airlines does it with friendly people and humor). Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM!

Customer Loyalty 64

Customer Loyalty Reputation Loyalty Competitive Advantage 64

LDRLB

MAY 26, 2014

One of the things I think is most interesting is there’s a lot of old models of innovation and of strategy that I won’t say they don’t necessarily apply anymore, but they apply to very, very, almost static markets. DAVID: Yeah. I should say we were talking off the air about- Thanks for ruining Everett Rogers’ curve for me.

Early Adopters 60

Early Adopters Rogers Disruptive Innovation Innovation 60

Harvard Business Review

OCTOBER 21, 2015

Walmart recently lost $20 billion in market cap in one day, in part because its leadership admitted it needs to invest more into its e-commerce operations. In 2013, Target even told the Securities and Exchange Commission that “digital sales represented an immaterial amount…of total sales.”

Airlines 8

Airlines Retail Loyalty Price 8