Mike Cardus

JUNE 27, 2011

Gestures of friendship, loyalty and often rewards go to the team members who have the greatest “apparent” value, like a pair of shoes or a new car. A mistake many new (or even existing) team members make is to place their emphasis on being liked by the other team members. And, at first glance, this seems to work.

Cooper 135

Cooper Metrics Benchmarking Commitment 135

Strategy Driven

MARCH 6, 2015

The public is fickle and quick to jump on the newest flavor, without showing loyalty to the old ones, especially those who are truly original. Achievement is a continuum and must be benchmarked and enjoyed. Values, customs, beliefs, goals, benchmarking. Progress is visioned, contextualized, seeded, benchmarked.

Mentor 50

Mentor Succession Benchmarking Long-term 50

Strategy Driven

NOVEMBER 12, 2012

Written 70 years ago, it’s still the benchmark book for attitude, goal setting, and achievement. A benchmark and game-changing book for me and millions ofother people in business. Here’s my list of must read books: 1. Think and Grow Rich by Napoleon Hill is at the top of everyone’s list. Swim with the Sharks by Harvey Mackay.

Books 56

Books Open-book Benchmarking Godin 56

Strategy Driven

DECEMBER 2, 2016

The public is fickle and quick to jump on the newest flavor, without showing loyalty to the old ones, especially those who are truly original. Achievement is a continuum, but it must be benchmarked and enjoyed along the way. This too is your challenge to frame how they see you and your company. Fame is fleeting and artificial.

Mentor 50

Mentor Learning-by-Doing Open-book Career 50

Strategy Driven

SEPTEMBER 27, 2013

The sincere, relationship-oriented business had raised consumer expectations of the service quality and built loyalty to the website. Customer satisfaction is used by 90 percent of companies as a benchmark for success. But the customer satisfaction benchmark is confounding. What’s at play with this apparent contradiction?

Aaker 64

Aaker Short-term Marketing Benchmarking 64

Harvard Business Review

MARCH 7, 2017

By 2012, our research shows, nearly 60% of a typical B2B purchasing decision — researching solutions, ranking options, benchmarking pricing, and so on — was happening before the buyer even had a conversation with a supplier. At the same time, second guessing and post-purchase regret are on the rise, while loyalty is falling.

B2B 9

B2B Travel CIO Benchmarking 9

Harvard Business Review

MARCH 27, 2012

That's why Greg Wasson, the CEO of Walgreens hired an experienced executive from the airline industry to sit at his table in a customer experience and loyalty role. Over my 32 years of consulting, I can't count the number of times that I have sat with an executive team as they're comparing functional benchmarks.

Benchmarking 11

Benchmarking Dunning CEO Airlines 11

Strategy Driven

APRIL 17, 2013

Benchmark Your Feedback Step 8. What’s your proactive marketing approach to loyalty? Design a Prospect Debrief Questionnaire Step 5. Utilize Proven Interviewing Techniques for Conducting Debrief Calls Step 6. Identify and Analyze Your Win/Loss Trends Step 7. Implement the Right Techniques to Increase Your Close Rate.

Marketing 50

Marketing Press Release Consultative Brand 50

Harvard Business Review

OCTOBER 12, 2011

Engagement with employees was poor; there was little internal communication and no surveys of employee loyalty or efforts to improve it. Because employee engagement and loyalty drive customer satisfaction and loyalty — regardless of product or service. Measures of employee loyalty climbed steadily.

Long-term 13

Long-term Attrition Six Sigma Balanced Scorecard 13

Harvard Business Review

MARCH 21, 2011

It can be productive to think that "they" are out to get you, and there are enemies (or competitors) lurking in every corner, if it motivates higher performance — excellence so strong that it compels loyalty and commitment and reduces complaints. That has been Singapore's secret of success.

Benchmarking 15

Benchmarking Health Care Loyalty Construction 15

Harvard Business Review

SEPTEMBER 30, 2011

Add benchmarking — when coupon customers try not to spend more than the original deal amount — and we need to start looking for solutions. Loyalty-building. Is this loyalty in the making? Add seamlessness and convenience to the user experience and we have the next great loyalty program. It unlocks knowledge.

Incentives 13

Incentives Loyalty Discount IPO 13

Great Leadership By Dan

SEPTEMBER 4, 2012

Lynn Dessert from Elephants at Work completes a hail mary pass with Using the Benchmarks® Assessment for Leadership Development. "As As with many assessments, Benchmarks® delivers insights to many leaders about their actions and behaviors through feedback from a broad range of groups they interact with inside their organization.".

Leadership Development 243

Leadership Development Development Leadership Benchmarking 243

Frank Sonnenberg Online

OCTOBER 6, 2020

Damage commitment and loyalty. Benchmark against the best. How would you feel if someone told you to follow the rules, but exempted themselves ? Stifle opportunities. How much does strict adherence to rules, rather than thinking outside the box, impact your creativity? Reduce competitive advantage. Encourage people to think.

Micromanagement 108

Micromanagement Delegation Competitive Advantage Bureaucracy 108

Harvard Business Review

JANUARY 17, 2012

And the course-based management training was broken because it created no loyalty: top performers often parlayed it into higher paying jobs elsewhere. Our leader also added a fourth initiative: region-wide benchmarking to stack his unit's progress against others.

Supply Chain 15

Supply Chain Workshop Survey Benchmarking 15

Harvard Business Review

SEPTEMBER 1, 2011

Much the same can be said of the quantitative data most business managers are forced to use while trying to make important investment decisions, or while analyzing and benchmarking in a 'gated' product/service development process. Cultural understanding is about personal familiarity or immersion.

Benchmarking 14

Benchmarking Maslow Analysis Trends 14

Harvard Business Review

JANUARY 17, 2014

Or you might fix their problems and earn their loyalty. They can be measured and benchmarked for any organization: 1. What happens when you deliver poor customer experiences and get complaints? You might ignore your customers — or worse, blame them — and lose them for life. Customer Insight:?

Loyalty 8

Loyalty Open-book Benchmarking Industry 8

Harvard Business Review

NOVEMBER 25, 2013

It doesn’t need to be complicated; in one company, a marketing department saved 20 percent after simply benchmarking the money they were spending on external agencies. And at another — a consumer packaged goods company — a series of strong brands had evolved in separate silos.

CFO 8

CFO Short-term Long-term Benchmarking 8

Harvard Business Review

OCTOBER 10, 2014

They can be direct, as in discussion forums, or indirect, through peer benchmarking. Loyalty and reward programs provide this type of context for B2C companies, while strategic account and relationship management programs do the same for B2B companies.

Media 8

Media B2B Content Disintermediation 8

Harvard Business Review

SEPTEMBER 24, 2012

But we should consider that we've actually had more data than we can reasonably use for a while now.

Metrics 15

Metrics Media PR Benchmarking 15

Harvard Business Review

DECEMBER 2, 2010

An interesting contrast is online shoe retailer Zappos, which wants customers to call, as the company sees that as a loyalty-builder for the brand, even if it's relatively expensive. CEO Tony Hsieh says, "We believe that forming personal, emotional connections with our customers is the best way to provide great service.".

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

MAY 3, 2013

For example, as a shopper, I''m interested to know which brands have the highest loyalty or what else people might have on their Thanksgiving shopping list. Nest customers could then benchmark their energy usage against others in the community. Things get really interesting when we combine the power of Big Data with Little Data.

Power 8

Power Health Care Information Technology Loyalty 8

Harvard Business Review

JULY 14, 2017

Some are branded currencies , like the points in a loyalty program or the cash in an iTunes account or Starbucks mobile app. To achieve loyalty, most companies focus on managing their customer relationships. Even funding sources can be networked, as in the case of Kickstarter and other crowdfunding models. Relational capital.

Intellectual Capital 8

Intellectual Capital Strategy Supply Chain Business Model 8

Harvard Business Review

JUNE 5, 2015

For many companies, the initiatives most likely to drive growth — new-product introductions, geographic expansion, mergers and acquisitions — can look very different from profitability-driving initiatives such as R&D and improving operations and customer loyalty.

Company 8

Company Analysis Short-term Customer Loyalty 8

Strategy Driven

OCTOBER 17, 2018

Benchmarking and Evaluating. There are many benefits of providing an excellent customer experience including increased customer loyalty and higher customer retention. Asking customer testimonial questions will help you to establish their needs, wants, and expectation.

Customer Loyalty 57

Customer Loyalty How To Media Loyalty 57

Harvard Business Review

MARCH 3, 2015

Rabbits are busy chasing some internal mission, vision, or benchmark. So when a problem arises and the rabbit becomes less cuddly-bunny and more fighting-hare, guinea pigs may feel that their diligent loyalty has been betrayed, and turn angry. Guinea pigs tend to measure themselves against others.

Rogers 8

Rogers Benchmarking Loyalty Operations 8

Harvard Business Review

DECEMBER 20, 2016

Benchmark best practices for each and identify five opportunities that can be implemented immediately within the organization. These leaders will actively take the initiative to learn new information, which demonstrates engagement and loyalty to company goals. Innovative leaders also scored higher in terms of demonstrating curiosity.

Innovation 8

Innovation Skills CEO Learning-by-Doing 8

HR Digest

JUNE 24, 2023

This type of analytics is commonly used for reporting, benchmarking, and monitoring HR metrics. This metric helps HR professionals understand employee loyalty, engagement, and satisfaction, and informs targeted retention initiatives.

Metrics 98

Metrics Trends Compliance Analysis 98

Harvard Business Review

DECEMBER 17, 2014

To assess such risks to your business, consider the following six questions: Is customer loyalty decreasing? You can also use publicly available industry benchmarks. To do that requires a careful scan of the classic early-warning signs of disruptive change that may herald tougher times ahead.

Innovation 9

Innovation Company Venture Capitalist Business Model 9

Leading with Trust

MARCH 20, 2022

Doing the right thing often involves executing on such core values as integrity, loyalty, honesty, courage and fortitude. However, the decisions we make as leaders, executives and people in general, are often complex and don’t fit in a right-versus-wrong box. It’s what makes being human so challenging sometimes. Yes – 87%.

Ethics 95

Ethics Servant Leader Execution Survey 95

Strategy Driven

SEPTEMBER 14, 2015

The Orison Swett Marden quote: “No substitute has yet been found for honesty,” is a benchmark that everyone will read and agree with – yet very few will follow. There’s five of them. Pretty cool so far, huh? Stay tuned…. About the Author.

Hotels 50

Hotels Customer Loyalty Advertising Benchmarking 50

Harvard Business Review

AUGUST 5, 2014

They also outperform their peers across the entire customer lifecycle, are nine times more likely to enjoy superior customer loyalty, and a remarkable 23 times more likely to outperform less analytical peers on new-customer acquisition. That helped account managers focus their pitch on the client’s business issues and build rapport.

P&L 10

P&L Banking Marketing Call Center 10

Strategy Driven

AUGUST 10, 2015

The Orison Swett Marden quote: “No substitute has yet been found for honesty,” is a benchmark that everyone will read and agree with -- yet very few will follow. There’s five of them. Pretty cool so far, huh? Stay tuned…. About the Author.

Hotels 50

Hotels Advertising Customer Loyalty Follow-up 50

Strategy Driven

AUGUST 12, 2011

Upper management is most effective when it frames business decisions toward values, customs, beliefs, goals, objectives and the benchmarking of tactics. One can never review progress enough, with benchmarking being the key to implementing plans. Achievement is a continuum, but it must be benchmarked and enjoyed along the way.

Mentor 56

Mentor Strategic Planning Leadership Long-term 56

Strategy Driven

JULY 1, 2011

The multiple parts of a successful company require care, attention, grooming and benchmarking. A body of pleasurable and memorable experiences from which customers will build brand loyalty. Who should be the arbitrator and benchmark? Learn more about Hank Moore and The Business Tree™ by visiting his website, www.HankMoore.com.

Long-term 50

Long-term Benchmarking Quality Process 50

Strategy Driven

SEPTEMBER 6, 2013

A body of pleasurable and memorable experiences from which customers will build brand loyalty. Who should be the arbitrator and benchmark? An informed clientele, with the ability to appreciate and enjoy the wine. The right settings in which to showcase the product. But, this isn’t why the wine and cheese were made. You should.

Long-term 56

Long-term Budgeting Quality Consultative 56

Harvard Business Review

JANUARY 12, 2011

Take a look at all of her duties and try to benchmark them against other jobs in the company or in the broader employment market. Doing this may be more motivational in the long run and can often inspire loyalty. The employee may be retaining some of her former responsibilities while taking on new ones.

Learning-by-Doing 15

Learning-by-Doing Motivation Case Study Budgeting 15

Harvard Business Review

MAY 17, 2016

No surprise, the data reflected this struggle: Employee loyalty at the front line was the lowest in the company. Speed is measurable and can be benchmarked. The key product and customer jobs no longer attracted the best talent. One simple way to maintain speed as your company grows is by having fewer, higher impact meetings.

Execution 10

Execution Bureaucracy Self-aware CEO 10