Terry Starbucker

JULY 19, 2015

As another calendar year drew to a close, while our cable TV company was buoyed by better sales numbers as a result of new service activations and stepped up marketing, we were still struggling to reverse a downward overall trend. Our competitors offered more channels at a very competitive price, and were able to mass market.

Leadership 150

Leadership Metrics Price Mass Marketing 150

Harvard Business Review

AUGUST 8, 2013

Recently, Thomson-Reuters published its latest list of the Top 100 Global Innovators honoring the leading organizations and companies most responsible for sizeable, influential patents worldwide. Captive R&D Centers. First, many of the Top Innovators employ engineers in emerging countries such as India and China.

Engineering 8

Engineering Globalization Innovation Marketing 8

Harvard Business Review

AUGUST 15, 2017

More and more companies are realizing they must reinvent their cultures by infusing innovation into their DNA. With almost 4,000 employees, CSAA IG has embarked on a systemic approach to create a pervasive culture of innovation. Most people focus on the first type of innovation: incremental.

Insurance 12

Insurance Innovation Core Competence Disruptive Innovation 12

Harvard Business Review

MAY 29, 2018

The marketing industry will be no exception. AI holds great promise for making marketing more intelligent, efficient, consumer-friendly, and, ultimately, more effective. Insight Center. Data-Driven Marketing. For businesses looking to keep pace with innovation and leverage AI, there are steps they can take today.

Marketing 8

Marketing Policies Technology Franchising 8

Harvard Business Review

MARCH 21, 2018

That’s because the “loyalty era” of marketing, as we’ve known it, is waning. market alone, companies are losing $1 trillion in annual revenues to their competitors because they are not consistently relevant enough. In fact, consumer research we’ve worked on at Accenture shows that in the U.S.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

Harvard Business Review

MARCH 25, 2015

This distortion is due to a concept called cumulative error. Organizations fall victim to the same phenomenon in innovation. The game here is called “silos,” and it too results in cumulative error. And so on through legal and compliance, training, and marketing. Innovation' Business case developed?

Innovation 8

Innovation Storytelling Document Call Center 8

The Empowered Buisness

JULY 14, 2015

Orientation toward innovation and creativity. A successful CMO (Chief Marketing Officer) is likely to have such MAPs as – strong motivation toward options (ie., Through motivation profiling and Models of Excellence tools, the motivation patterns of high performers within a call center were identified. And much more.

Motivation 100

Motivation Leadership McClelland Long-term 100

Harvard Business Review

APRIL 17, 2015

In this article adapted from their new book, Jerry Davis and Chris White explore what makes some companies more fertile for social innovation — that is, the ongoing (rather than one-off) initiatives that have positive social impact while promoting the core mission of a business.

Innovation 8

Innovation Company Supply Chain Open-book 8

Harvard Business Review

APRIL 7, 2016

Or, as it turns out, even the vicinity of 1455 Market Street, the address of Uber’s San Francisco headquarters. Following are three such innovative approaches for connecting with top talent. Geofilters become available when a user is in a specific location — think Athens, Greece, or Morristown, New Jersey.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

JUNE 27, 2013

"Innovation" has become a buzzword in the customer experience field. In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Sixty-four percent have allocated time to innovation activities.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

JUNE 4, 2015

These have multiple causes including the shift of the economy to services and information-intensive activities, productivity growth, the appearance of new products and services, demographics, and continued offshoring that now includes services ranging from call centers to medical procedures. million, were the largest in U.S.

Technology 8

Technology Offshoring Marketing Health Care 8

Harvard Business Review

MAY 2, 2012

The idea that customers can't or shouldn't participate much in the innovation process is one barrier to creativity that companies are rapidly knocking down. Building communities for the purpose of marketing to them is a hot subject, but inherently dubious. Rethink your innovation competencies.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

MAY 17, 2011

Prahalad, put it there), the struggle to understand its role as a market and as a source of innovation continues. Independent of any altruistic motives, engaging with the BOP can help designers and innovators gain insight into the following three key issues: 1. In the U.S.,

Prahalad 15

Prahalad Business Model Early Adopters Innovation 15

Harvard Business Review

JULY 19, 2013

For my company, I focused on a big market and found a profitable and attractive niche. With Getaroom, I understood the lodging market is massive and knew a niche player could capture a large amount of revenue, but my initial projections were modest and I watched expenses closely. Find your niche in a sizable market.

Entrepreneur 9

Entrepreneur Hotels Travel Call Center 9

Harvard Business Review

OCTOBER 10, 2017

Adaptive performance manifests as creativity, problem solving, grit, innovation, and citizenship. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points.

Organization 13

Organization Tactics Call Center Metrics 13

Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MAY 5, 2016

Stagnant growth in its core PC market recently led Intel to announce layoffs of roughly 12% of its workforce. The company will also eliminate a key chipset in the difficult tablet and smartphone market. This clean-sheet customer experience prioritization over more traditional call center KPIs had a huge effect.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

JANUARY 12, 2016

Some innovative local governments have realized this and are using technology and a customer-focused mind-set to innovate and better serve citizens, whether for setting up a business or renewing a driver’s license. The ones who are really innovating aim bigger. Insight Center. Innovation in Cities.

Technology 8

Technology Audience Call Center Licensing 8

Harvard Business Review

JULY 20, 2012

Zappos generates so much buzz with its fantastic service experience that the company can spend significantly less on marketing than its rivals. In other words, social media improves service by making the market for peer-to-peer opinion more efficient. What are innovative ways you've seen social media used in organizations?

Media 15

Media Self-aware Call Center Tools 15

Harvard Business Review

MAY 20, 2011

The only real way to grow sales and profits is to create innovative offerings with some "must haves" that define new categories or subcategories for which competitors are not relevant. Ongoing innovation. experience, its culture celebrating weirdness, and its 24/7 call center that will even find an open pizza shop presents a high bar.

Aaker 15

Aaker Henderson Brand Competitive Advantage 15

Harvard Business Review

AUGUST 5, 2015

Today, the mainstream appeal of Silicon Valley is turning young Filipino workers who might have been satisfied with a call center job a decade ago into a creative and entrepreneurial class seeking a deeper connection with innovation-driven and mission-focused companies.

Outsourcing 8

Outsourcing Technology B2B GDP 8

Harvard Business Review

FEBRUARY 3, 2016

IBM Watson’s progress in the health care market is a significant example and driver of the transformation, providing big lessons to IBM and to every large company that must disrupt its own business — or watch competitors do it first. Acquire ideas, not just revenue. The strategic rationale for specific acquisitions varies.

Venture Capitalist 8

Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

APRIL 18, 2011

To develop a new customer experience, companies need a real-time engagement process that encourages customers and employees to devise new interactions between them and facilitates the emergence of innovative customer experiences. There are also practical challenges tied to the massive nature of the required market research.

B2B 13

B2B Consensus Productivity Products 13

Harvard Business Review

MARCH 26, 2012

In the game of innovation, there is next to no time to rest. Packaged food companies like Kraft and Pepsi use their scale to penetrate markets quickly and efficiently. In the past three decades, managers have embraced off-shoring, outsourcing, and open innovation. Consider Porter's value chain.

Porter 12

Porter Competitive Advantage Safe Harbor Efficiency 12

Harvard Business Review

MARCH 25, 2015

Faced with such dramatic shifts in their market, many insurers have fallen into the classic trap of trying to figure out how to sell their existing products, rather than creating new sales engagement models that focus on customers’ real needs. Insurers should be trying a lot harder to discover what customers of today really want.

Insurance 8

Insurance Policies Productivity Products 8

Harvard Business Review

JUNE 20, 2014

When Deborah DiSanzo took over as CEO of Philips Healthcare in May 2012, she knew that engineering would continue to drive innovation. But she also realized that the company needed to develop greater marketing muscle to drive a commercial transformation. As she put it, “Our markets are going through dynamic change.

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

JUNE 20, 2013

Most of us are familiar with them as marketing gimmicks: "robot barf" in the corners of ads. This will prove far more useful than today''s CRM techniques, which are conversational only in the scripted and controlling manner of call centers. Innovations in Digital and Mobile Marketing An HBR Insight Center.

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

AUGUST 28, 2017

Thirty percent of early AI adopters in our survey — those using AI at scale or in core processes — say they’ve achieved revenue increases, leveraging AI in efforts to gain market share or expand their products and services. Furthermore, early AI adopters are 3.5 There’s no one-size-fits-all AI solution.

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

DECEMBER 2, 2010

But for company's where the website is a straightforward marketing tool, it may be better to classify it in Messages, which we'll see below.) The web team needs to be in sync with product development, which needs to coordinate with marketing and sales, who need to align messages with the third-party call-center.

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

JUNE 26, 2015

As for the how question, there has been much innovation in talent identification over the past five years, mostly as a result of the digital revolution and the ubiquity of smartphones. The first relates to IQ, curiosity, and decision-making styles; the second to motivation and ambition; the third to emotional intelligence and social skills.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

MAY 11, 2012

Dench's character lands her first job, drawing on her experience and accumulated know-how to train young Indian call center workers in the subtleties of cross-cultural communications. There are signs that market is forming: Marigold's arrival to U.S. They find new life instead of old age.

Outsourcing 11

Outsourcing Film Hotels Open-book 11

Harvard Business Review

NOVEMBER 29, 2017

In the end, we offered an aid package of $10,000 to people who lost homes and $1,000 to displaced employees under the premise that the company’s strength and innovation rests on the long-term tenure of its people, offsetting short-term financial impact. But we needed to meet immediate needs, too. The Second Crisis: Customers.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

MAY 8, 2017

In a study of S&P 500 and Global 500 firms, our team found that those leading the most successful transformations, creating new offerings and business models to push into new growth markets, share common characteristics and strategies. Matthew Eyring , Chief Strategy & Innovation Officer of Vivint Inc.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

MARCH 23, 2012

How many organizations would rely mainly on intuition when taking a new product to market? How can we share insights and innovations that allow our employees to be more productive? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007.

Metrics 12

Metrics Parcell Call Center Productivity 12

Harvard Business Review

DECEMBER 6, 2012

Chris Plescia, Marketing, Collaboration and Corporate Internet Solutions BSA Leader, told me that they are moving from an information "push" environment — sending out lots of messages on things workers need to know — to a "pull" environment, where workers search for information they need, get answers to questions, or access services.

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

AUGUST 15, 2016

The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Insight Center. Measuring Marketing Insights. Turning data into action.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

OCTOBER 26, 2016

Instead she was ramping up mobile-banking operations—which competitors were also doing—and looking to experiment with something more innovative: partnerships with supermarkets and electronics stores that would allow FDM to set up kiosks within them. Will we all be working out of call centers or supermarket kiosks next year?

Case Study 8

Case Study CEO Banking Agility 8