Harvard Business Review
OCTOBER 23, 2014
For two years, this nearly 130-person unit had worked hard to drive customer relevance, generate demand, and increase loyalty in partnership with its sales teams across North, South and Central America. New initiatives are necessary to move an organization forward.
Harvard Business Review
SEPTEMBER 22, 2011
TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. For instance, you can calculate the value of turning a detractor into a promoter, or use differences in attrition rates to assess the expected lifetime values of different customer groups. Organized learning.
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