Harvard Business Review

AUGUST 15, 2017

The tactics being used by CSAA IG are all ones that leaders in other companies can apply to their own innovation culture change efforts. One company that’s making headway on that goal is CSAA Insurance Group (CSAA IG), one of the insurance companies affiliated with the 55 million-member American Automobile Association (AAA).

Insurance 12

Insurance Innovation Core Competence Disruptive Innovation 12

Harvard Business Review

NOVEMBER 21, 2011

Consider the most obvious, and pernicious, perverse incentive: publicly tweeted complaints get faster/better reaction than calls or emails to the corporate customer contact centers. Social media circumstances invite organizations to prioritize indiscreet tweets over less transparent call center interactions.

Disintermediation 15

Disintermediation Call Center Core Competence Incentives 15

Terry Starbucker

OCTOBER 21, 2010

They are tactics that fit into a strategy, which fits into a bigger picture of the goals we’re trying to achieve as a company. The actual implementation is a tactical framework and involves Listening, Earned and Paid Media (e.g., They breathlessly talk about Facebook, LinkedIn, Twitter, communities, blogs, YouTube, and more.

Media 289

Media Tactics Strategy Open-book 289

Strategy Driven

OCTOBER 10, 2016

Use this week as a learning opportunity to determine which approaches and tactics were most successful as well as those that weren’t as well-received … and plan for the future from there. Rather, look at it as a jump-start for longer-term or ongoing initiatives for engaging employees and strengthening the service culture. About the Author.

Strategy 50

Strategy Pharmaceuticals Learning-by-Doing Outsourcing 50

Skip Prichard

OCTOBER 14, 2019

It isn’t about checking a few boxes on environmental stewardship or finding more humane tactics to squeeze out more profit. Appletree Answers is a call center company created through a “roll up” of smaller companies. The Healing Organization isn’t about corporate social responsibility. ” -Sisodia and Gelb.

How To 83

How To Simon Learning-by-Doing Organization 83

Strategy Driven

DECEMBER 15, 2010

The millions of customers in its database represent the gamut of buying histories, buying propensities, profitability, demographics and cost to serve.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

APRIL 25, 2018

Managers in banks, hospitals, police departments, call-centers, and retail outlets who want to know what employees are up to can now quite easily do so. These technologies run the gamut, from body-worn cameras and closed-circuit televisions, to traceable identification cards and keystroke trackers.

Travel 9

Travel Airlines Transportation Call Center 9

Harvard Business Review

AUGUST 29, 2012

Improve the experience in your retail locations or call centers. This strategy makes perfect sense, and it aligns nicely with the way your company is probably organized — with the website, retail locations, and contact centers each in their neat little silo. What's the best way to optimize your customer experience?

Retail 15

Retail Call Center Strategy Tactics 15

Harvard Business Review

MAY 13, 2015

For example, Zappos and Gilt create highly compelling interactions shaped by data and aggressive remarketing tactics once they’ve found a shopper. Brands have touch-points everywhere: order history, email lists, physical retail locations, customer service call centers, social media, packaging, end-cap displays, etc.

Brand 8

Brand Disintermediation Media Metrics 8

Harvard Business Review

FEBRUARY 17, 2015

Such tactics helped one U.S. On presales’ recommendation, the company implemented a new call-center system that went beyond displaying a customer’s history (e.g., call-center agents based in the Philippines. insurance company improve customer retention rates by 20%. tenure and claims record).

Call Center 8

Call Center Telecommunications Engineering Quality 8