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Remove B2B Remove Leadership Remove Loyalty Remove Operations
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Before You Link Pay to Customer Feedback: Five Essentials

Harvard Business Review

SEPTEMBER 22, 2011

TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. In most larger companies, you'll need to generate roughly 200+ responses per operating unit per period. Your CFO and finance team can take a leadership role here. Organized learning.

Incentives 10
Incentives Sample Customer Loyalty Metrics 10
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What Creativity in Marketing Looks Like Today

Harvard Business Review

MARCH 22, 2017

Brocade’s Net Promoter Score went from 50 (already a best in class score) to 62 (one of the highest B2B scores on record) within 18 months. The leadership team conducts a weekly evaluation to assess, “Is what we’re doing working?” The results? Invest in the end-to-end experience.

Creativity 13
Creativity Marketing Agility Budgeting 13
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