Eric Jacobson

FEBRUARY 1, 2021

At Guardian, as new technology has streamlined some aspects of customer service, we launched a program to retrain call-center workers as programmers. It takes planning, deep investment, great execution, and perseverance in the face of adversity. Invest in their continuing education, and their value and loyalty will only grow.

Skills 50

Skills Company Shaw Crisis 50

Harvard Business Review

JULY 17, 2012

In our customer strategy work at Bain & Company , executives frequently express similar fears, often in far more colorful language. TD Bank is a loyalty leader among major retail banks in North America. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

MARCH 21, 2018

If your customer retention strategy relies on “buying” loyalty with rewards, rebates, or discounts, it is coming at a high cost. That’s because the “loyalty era” of marketing, as we’ve known it, is waning. /Getty Images. ” It is also something both Yoplait and its customers can take pride in.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

Harvard Business Review

JULY 17, 2012

In our customer strategy work at Bain & Company , executives frequently express similar fears, often in far more colorful language. 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.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

JANUARY 27, 2014

Why, then, do senior executives who tout the value of employee engagement so often delegate it to the HR department? Engagement scores decline as you go down the org chart, so highly engaged senior executives are likely to underestimate the discontent on the front lines. Put teams in charge, and let the center provide support.

Trends 16

Trends Survey Outsourcing Call Center 16

Harvard Business Review

AUGUST 29, 2016

Many companies are busy mapping their customer experience and tracking customer activity across physical stores, call centers, e-commerce sites, and social media, gathering mountains of data from their own surveys, customer tracking systems, loyalty programs, and third-party providers.

Retail 14

Retail Apparel Motivation Attrition 14

Harvard Business Review

MAY 20, 2011

experience, its culture celebrating weirdness, and its 24/7 call center that will even find an open pizza shop presents a high bar. Brand loyalty. IKEA, Starbucks, eBay, and Apple's iPod all have scale economies often based on first mover status that provide ongoing competitive advantages. Investment. Zappos.com with its Wow!

Aaker 15

Aaker Henderson Brand Competitive Advantage 15

Harvard Business Review

JANUARY 28, 2015

”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty. Executives focus on optimizing discrete touchpoints rather than improving the complete customer experience. This is like treating a symptom without bothering to find the cure.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

AUGUST 15, 2016

“For every dollar spent on employee feedback, companies spend hundreds of dollars on customer feedback,” said Troy Stevenson, former vice president of customer loyalty at eBay, in a recent interview. Insight Center. Measuring Marketing Insights. Sponsored by Google Analytics 360 Suite. Turning data into action.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

JUNE 6, 2017

Most current bereavement policies suggest that an employee should absorb their shock, plan and execute a funeral, cope in a healthy way with their loss, and then return to work within three days at full engagement. “These gestures,” she said, “warrants him my loyalty for a lifetime.” In the U.S.,

Emotional Intelligence 8

Emotional Intelligence Policies Training Open-book 8

Harvard Business Review

NOVEMBER 6, 2015

These can expand to include conditions for voluntary data sharing, expressing buying interests, and providing standard means for connecting with loyalty programs, call centers and other CRM (customer relationship management) systems on the vendors’ side. Naturally, these will have important effects.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

DECEMBER 2, 2013

On the executive team you have marketing, sales, technology, and service. Retailers have stores, call centers, and e-commerce. Marketing, IT, store operations, and loyalty programs are all connected. “Our customer is in a store, then she’s reading a magazine, then she’s online. To make silos disappear. .

Marketing 13

Marketing Teamwork Technology Information Technology 13

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. Eighty-five percent of executives say that the greatest barriers to achieving their growth objectives lie inside their own four walls, according to research by Bain & Company. It’s a common story in business today.

Execution 10

Execution Bureaucracy Self-aware CEO 10

Harvard Business Review

JUNE 7, 2016

They pursue what our colleague and loyalty expert Fred Reichheld calls “bad profits” : efforts to extract more money from customers without offering them additional value, making them feel coerced, deceived or misled (think airline baggage fees or excessive banking penalties).

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8