N2Growth Blog

JANUARY 3, 2011

This is so much the case that some CEOs will avoid restructuring initiatives at all costs. My question is this…since when have fear and avoidance become prerequisites for success as a CEO? That is the question that many a business is forced to ask at some point during their life cycle.

Restructuring 305

Restructuring Blog CEO Brand 305

Lead Change Blog

APRIL 1, 2016

A leadership lesson Chip gained from his first job was: inclusion will get you more commitment than control. . Helping the CEO of Southwest Airlines launch a best-selling book. ” he responded, “Work as a keynote speaker, write business books, and work as a customer loyalty consultant–exactly what I am doing”!

Levitt 150

Levitt Godin Customer Loyalty Airlines 150

Chart Your Course

OCTOBER 2, 2012

Tony Hsieh, CEO of Zappos and author of Delivering Happiness: A Path to Profits, Passion and Purpose has created a great place to work. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” 2) Deploy a leadership strategy. They have no problem attracting and retaining good people.

Customer Loyalty 189

Customer Loyalty Human Resources Insurance Loyalty 189

Great Leadership By Dan

DECEMBER 22, 2016

What many don’t know is that their CEO, John Replogle, and his team and board are also dedicated to authenticity in their dealings with team members, customers, suppliers, everyone. It’s a win-win for consumer and company alike—one that’s hugely dependent on customer loyalty. But that was about to change.

How To 120

How To Customer Loyalty Short-term PR 120

Skip Prichard

JANUARY 14, 2020

For example, an employee who spends her early career in the straitlaced but excellent Member Support environment of USAA in San Antonio and then moves to Vegas to join the wild-and-woolly world of the Customer Loyalty Team at Zappos is definitely going to need an adjustment period before she feels at home. A common language.

Airlines 109

Airlines Mission Statement Customer Loyalty Mayo 109

Skip Prichard

OCTOBER 3, 2022

But true leadership means going beyond the numbers and the operational details. Unlike leaders who view purpose mainly as a marketing exercise, deep purpose leaders understand that creating an authentic master narrative is vital to inspiring employees, instilling customer loyalty and building long-term ties with all stakeholders.

Short-term 114

Short-term How To Long-term Operations 114

Chart Your Course

OCTOBER 27, 2014

A recent Bain Capital Customer Loyalty study found that consumers are four times more likely to do business with a company that provides good customer service versus a competitor that offers a lower price. Regardless of where you sit on this issue, it’s safe to say customer retention is important to every business.

Quality 182

Quality Succession White Paper Customer Loyalty 182

Skip Prichard

AUGUST 16, 2021

And, yet, great customer service keeps customers coming back. Quality products that don’t break build customer loyalty. I describe System Leadership as the the ability to lead on both digital and physical areas. In fact, it’s only when these things go wrong that we hear about them. Photo credit: Akshay Nanavati.

Strategy 140

Strategy Venture Capitalist Innovation Company 140

N2Growth Blog

SEPTEMBER 4, 2011

A leader’s message has a direct impact on their personal and corporate brand equity, how they manage a crisis, marketing initiatives, investor relations, press and public relations, team building and employee engagement, customer loyalty and virtually any other mission critical area of chief executive responsibility.

Audience 321

Audience Chief Executive Officer Media Content 321

The Practical Leader

FEBRUARY 13, 2012

These are the same managers loudly pronouncing goals of higher employee engagement and increased customer loyalty. They’ll often use another L-word — leadership — in complete ignorance of how their loveless “bottom line” orientation is rooted in pessimism and fear. ” Ya gotta love it!

Airlines 53

Airlines P&L Collins Leadership 53

Eric Jacobson

APRIL 5, 2022

Throughout the book, via a mix of personal stories, customer and employee experiences, along with CEO and investor insights, the authors demonstrate how to: Use a moral compass to ensure people are treated right. Serve customers with empathy and creativity.

Strategy 81

Strategy Open-book Morale Technology 81

Michael Lee Stallard

NOVEMBER 9, 2010

Many customers can sense this. When relationships with customers are not established or nurtured, such as in my wife’s case, an opportunity to develop customer loyalty is missed. This applies to those we work alongside, our suppliers, and our customers. why is everyone smiling? why is everyone smiling?

Customer Loyalty 239

Customer Loyalty McCarthy Godin Self-aware 239

Strategy Driven

DECEMBER 8, 2014

Life was simple, but getting to the CEO was hard. I wrote about starting at the top, and gave recommendations about how to contact the CEO’s ‘secretary’ to get the appointment. Isn’t it easier to make a sale when you start with the CEO? I’d like to schedule a brief appointment with the CEO.

Bottom-up 62

Bottom-up Reputation CEO Customer Loyalty 62

Chart Your Course

AUGUST 14, 2012

Tony Hsieh, CEO of Zappos and author of Delivering Happiness: A Path to Profits, Passion and Purpose has created a great place to work. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” 2) Deploy a leadership strategy. They have no problem attracting and retaining good people.

Newsletter 165

Newsletter Insurance Class Workshop 165

Strategy Driven

APRIL 9, 2012

They spoke over CEOs, media, newspapers, government, lobbyists, and politicians. HERE’S WHAT THEY SHOULD MEASURE: LRI otherwise known as Lost Revenue (and goodwill and customer loyalty) of Idiots. Amazon now has total market dominance based on leadership, vision, and technological excellence. Same with Apple.

ROI 66

ROI Media Customer Loyalty Webinar 66

Skip Prichard

JUNE 26, 2019

In other cases, a company might build an in-demand product or service but struggle to execute to customer expectations. Poor customer service is a killer of customer loyalty. If the overall experience doesn’t please and excite the customer, a company is hard-pressed to outsize its strategy.

Strategy 79

Strategy SWOT Company Customer Loyalty 79

Harvard Business Review

OCTOBER 7, 2014

It can certainly be valuable to have the help of strategy officers or teams on refining and implementing strategy, but the strategy itself needs to be conceived and owned by the CEO (or equivalent for a division). It follows that the CEO must deeply understand customer needs and how to meet them. That’s pivotal.

CEO 11

CEO Strategy Pharmaceuticals B2B 11

Strategy Driven

DECEMBER 21, 2015

In a survey conducted by a BIG benefits management company (a management and human resource consulting firm), they asked 365 CEO’s and sales management executives, “What are the three key factors that separate high performing sales professionals from moderate to low performing sales professionals?”.

Loyalty 50

Loyalty Open-book Customer Loyalty Ethics 50

Harvard Business Review

DECEMBER 19, 2016

One of the challenges of being a CEO is that you rarely are asked to choose between a wrong or right answer. CEOs should actively manage five specific tensions in today’s complex global business environment: Disruptive innovation versus leveraging the company’s core strengths. Today, this tension is perilous for CEOs.

CEO 8

CEO Supply Chain Disruptive Innovation P&L 8

Coaching Tip

FEBRUARY 23, 2012

The answer is for organizations to develop the institutional frameworks to replace traditional structures and forms of governance and establish a more human operating system in which governance, culture and leadership systems are harmonized and synchronized. 4) Seek to inspire, not just motivate. 5) Invest in culture rather than governance.

How To 110

How To Airlines Media Innovation 110

Strategy Driven

MAY 19, 2014

Even if you’re meeting with the CEO, you can still ask for meetings with his or her people. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! And talk to these people about what really happens.

Customer Loyalty 51

Customer Loyalty Follow-up Competitive Advantage ROI 51

Harvard Business Review

SEPTEMBER 27, 2016

” After all, CEOs don’t actually build factories or sell products. It’s tempting, therefore, to view the CEO as primarily a thinker ; someone who mulls and shapes strategy. That is a part of the CEO’s job, of course. The CEO’s job is to make sure that happens.

CEO 8

CEO Class Chief Executive Officer Strategy 8

Strategy Driven

NOVEMBER 13, 2013

You are not too worried because your people will tell you if something is wrong, although they didn’t the last time you lost a customer. Right about now you are feeling like you have this CEO thing down cold! One toxic employee can destroy years of customer loyalty. You found that out by accident. About the Author.

Price 91

Price Innovation Incentives Learning-by-Doing 91

Strategy Driven

AUGUST 3, 2015

Prevent the situation from occurring by saying in your initial presentation: “If you’re interested in our -, when we’re finished, would it be possible to meet the CEO and chat about it?”. The object is to find out if anyone else is involved in the decision BEFORE you make your presentation. Bill will give you an answer.

Customer Loyalty 50

Customer Loyalty Competitive Advantage Conference Books 50

Strategy Driven

APRIL 20, 2015

The best way to make a sale is to meet with the CEO or actual decision maker. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Customer Loyalty 50

Customer Loyalty Competitive Advantage Sharpe Books 50

Strategy Driven

JANUARY 19, 2015

Everyone should participate in creating the sales strategies from the CEO down. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

System 50

System Process Open-book Customer Loyalty 50

Strategy Driven

MAY 7, 2012

CEOs want to create great reputations, keep customers loyal, keep employees loyal, have no problems, maintain safety, and make a profit. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Maybe it’s YOU!

White Paper 50

White Paper Reputation Customer Loyalty Seminar 50

Eric Jacobson

JULY 2, 2019

Mo Bunnell (photo by: Justin McGough) Bunnell is a speaker, consultant, and founder and CEO of Bunnell Idea Group (BIG). Think about the timing of your outreach as it relates to all the other messages people receive. Thank you to the book’s publisher for sending me an advance copy of the book.

How To 50

How To Long-term System Learning-by-Doing 50

Harvard Business Review

JANUARY 16, 2018

Last week, Facebook CEO Mark Zuckerberg announced that his platform needs to change. They can reap benefits because of higher employee productivity and customer loyalty and satisfaction. Hiroshi Watanabe/Getty Images. There is a lot of talk about purpose in business. But purpose-driven companies are also hard to come by.

Short-term 10

Short-term Company Long-term Customer Loyalty 10

Strategy Driven

DECEMBER 2, 2013

Their boss would buy it, they would buy it, their CEO would buy it, and their spouse would buy it. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! Everybody would buy it and they would pay double.

Real Estate 50

Real Estate CRM Ryan Open-book 50

Harvard Business Review

JANUARY 12, 2017

In a world hungry for great leadership, these are just a few of the questions that too many leaders seem incapable of answering. I first encountered the term last year, in an intriguing interview with a CEO named Victor Ho, cofounder of a customer loyalty company that has raised more than $100 million in venture funding.

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Schein McKinsey Venture Funding Customer Loyalty 8

Strategy Driven

NOVEMBER 8, 2010

As the Chairman and CEO of Mzinga, a company that provides social software to businesses. Social media and community collaboration bring many benefits, including brand-building, customer loyalty and retention, cost reductions, improved productivity, and revenue growth. Quite literally, it’s my job to be social media savvy.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

NOVEMBER 22, 2017

A new operating model also requires a governance structure and leadership model so leaders know how they will exercise operational control and inspire employees—and hold themselves accountable for doing both. How do they ensure someone owns each customer experience or “journey” on an end-to-end basis?

Strategy 8

Strategy Company Banking Apparel 8

Harvard Business Review

JUNE 16, 2014

So new CEO Kent Thiry set about building a different kind of company. Reward inspirational leadership as much as effective task management. Just as Net Promoter gathers regular, direct feedback from customers, eNPS gathers regular, direct feedback from employees, enabling managers to take action to boost engagement and advocacy.

Customer Loyalty 13

Customer Loyalty Human Capital Wilde Health Care 13

Joseph Lalonde

MARCH 14, 2018

I asked each of these leaders a single question about healthy leadership: What healthy habits do you attribute to your success as a leader? Discover a healthy leadership habit of @MichaelHyatt at Click To Tweet. Mark Timm, CEO of Ziglar Family. Michael Levitt, CEO of BreakfastLeadership.com. Photo by Element5 Digital.

Succession 316

Succession Self-aware Learning-by-Doing Follow-up 316

Harvard Business Review

MARCH 7, 2014

A sales focus fails to deliver a profitable market leadership position because it favors short-term revenue growth and customer acquisition over sustainable margins and customer loyalty. McDonald’s, the $27.5 Shake Shack, the burger-and-shake chain with 34 locations, continues to open profitable units around the world.

Brand 8

Brand Short-term Long-term Customer Loyalty 8

Harvard Business Review

JANUARY 26, 2016

That’s ten times better the average fast-food joint, a level of excellence that creates unprecedented levels of customer loyalty , as well as loud acclaim from management experts. “If you watch professional athletes, everything they do looks so smooth and fluid,” says CEO Thomas Crosby.

Loyalty 8

Loyalty Customer Loyalty Training Quality 8