Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. But employees often lack the experience, judgment, and discipline necessary to achieve this without breaking the bank.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. But employees often lack the experience, judgment, and discipline necessary to achieve this without breaking the bank.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

MAY 16, 2018

Or banking on career advancement opportunities only to realize that your employer seldom fills open roles from within your organization. a record low, creates the perfect storm for employee attrition. Imagine, for example, being promised a culture of innovation only to have every new idea you put forward dismissed.

Reputation 12

Reputation Brand Attrition How To 12

Harvard Business Review

OCTOBER 26, 2016

Sena Aslan, the CEO of FDM Turkey, wished the drive from the Ankara airport to the bank’s largest branch were a bit longer. She had made site visits a hallmark of her short tenure at the company’s helm, because they helped her see how frontline employees were weathering the changes she’d been spearheading across the bank.

Case Study 8

Case Study CEO Banking Agility 8

Harvard Business Review

OCTOBER 16, 2012

In perhaps the longest sentence ever published in this or any other publication, he described a world both uniquely historical and eerily eternal: The two decades of the Review have seen recovery from an immediate post-war depression; an interlude of foreign trade and financing; an apparently healthy industrial development; regional real estate booms (..)

Real Estate 8

Real Estate Management Attrition Policies 8

Harvard Business Review

AUGUST 19, 2013

SSoM''s data shows that professional identity drives behaviors — as well as attrition — when the demands of a 65 hour workweek lead to a high rate of dissatisfaction with work-life integration and create significant work-work conflict as a result of the many demands on a faculty member''s time.

Planning 8

Planning Policies Attrition Banking 8

Harvard Business Review

MAY 31, 2018

” A similar finding with New York banks was reported in Bloomberg Businessweek last year. As one example, Goldman Sachs reported that 27% of its U.S. professional workforce was Asian American, but only 11% of its U.S. executives and senior managers , and none of its executive officers , were.

Management 8

Management Diversity Attrition Leadership Pipeline 8

Harvard Business Review

MARCH 1, 2013

Growing the organization helps us to serve more students directly, but it also drives down staff attrition by creating opportunities for advancement that rival the private sector. Pay as competitively as you can. Year Up pays competitive salaries that are augmented by great benefits.

Attrition 10

Attrition Entrepreneur Insurance Career 10

HR Digest

OCTOBER 5, 2021

In a new climate where many employers are seeing record attrition, there hasn’t been a more difficult time for diversity sourcing. A global bank sourced 600 people with disabilities and the result was not a single person getting hired after identifying there was significant bias throughout the hiring process.

Diversity 98

Diversity Organization Training Apparel 98

Harvard Business Review

SEPTEMBER 3, 2018

As my experiences from being a rookie accountant to a managing director at an investment bank have taught me, conversations between women have massive benefits for the individual and the organization. Don’t underestimate the power of women connecting and supporting each other at work.

Power 8

Power McKinsey Attrition Learning-by-Doing 8

Harvard Business Review

FEBRUARY 12, 2015

Our own shift at Blackboard is only one of hundreds occurring in education, healthcare, banking, and in nearly every sector and part of life. This is a product ethos built around emotional impact and attachment. Our society is realizing that technological advancement is strange, and we need to humanize it to make it familiar.

Software 8

Software Supply Chain B2C Education 8

Harvard Business Review

SEPTEMBER 23, 2015

Just last week one of us was struck by the generosity of a New York bank that picked up the tab for the post-memorial service dinner of an employee who was grieving the loss of his father. million in decreased attrition, absenteeism, and overtime, it also drove a $2 million profit increase and 34% jump in highly satisfied customers.

Bottom-up 8

Bottom-up Attrition Absenteeism Social Capital 8

Harvard Business Review

OCTOBER 18, 2012

Customer attrition. We looked at some 30 different churn-modeling efforts in banking and telecom, and surprisingly, although the efforts used different data and different modeling algorithms, they had very similar lift curves. Now consider the bane of wireless service providers: the churn in their customer bases.

Wireless 8

Wireless Film Advertising Attrition 8

Harvard Business Review

AUGUST 14, 2012

Social networks-based offer and attrition models. Attrition modeling (and taking the necessary actions to avoid it). Video analytics have great potential for bricks-and-mortar retailers who want to understand their customers, but probably won't do much for an online retailer or a manufacturer who distributes through many channels.

Objective 12

Objective Attrition Workshop Retail 12