Lead Change Blog

APRIL 1, 2016

” Following graduate school and the military (including a tour of duty as an infantry unit commander in Viet Nam) Chip was director of management and organizational development for NCNB (now Bank of America). A leadership lesson Chip gained from his first job was: inclusion will get you more commitment than control. .

Levitt 150

Levitt Godin Customer Loyalty Airlines 150

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

AUGUST 16, 2021

Now that almost every good or service combines digital and physical, leaders need to be able to manage and drive both digital and physical in a company.” -Rob We are bombarded with digital disruption strategy and yet we hear little about the traditional skills like customer service, quality control, and logistics. Rob Siegel.

Strategy 141

Strategy Venture Capitalist Innovation Company 141

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

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

The L-word makes hard-nosed managers squirm. These are the same managers loudly pronouncing goals of higher employee engagement and increased customer loyalty. These managers use lots of “leader-speak” about vision, values, engagement, or caring but their rhetoric is heartless and empty.

Airlines 53

Airlines P&L Collins Leadership 53

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

Chart Your Course

AUGUST 14, 2012

They are realizing if employees and managers are unhappy, they are going to leave. 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.”

Newsletter 165

Newsletter Insurance Class Workshop 165

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

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. Manage costs — or add value?

CEO 8

CEO Supply Chain Disruptive Innovation P&L 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! Conflict needs to be managed, measured, and meaningful. Train everyone on the team in conflict management skills. #3

Price 93

Price Innovation Incentives Learning-by-Doing 93

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 53

Customer Loyalty Follow-up Competitive Advantage ROI 53

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.

CEO 11

CEO Strategy Pharmaceuticals B2B 11

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

JANUARY 19, 2015

FORTH FAILURE: Senior management has not endorsed or used the process. Senior management won’t use the process themselves. Everyone should participate in creating the sales strategies from the CEO down. FEAR of FAILURE: The salesperson thinks it will cost them sales. Want more reasons systems fails?

System 50

System Process Open-book Customer Loyalty 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

MAY 7, 2012

100% lack of personal preparation about the customer. Most sales managers could NOT do what they ask their salespeople to do. QUESTION: With these horrid stats, why do sales managers insist on, even measure, cold call activity and numbers? Leadership Inspirations – A Call for Innovation. Let’s look at the stats….

White Paper 50

White Paper Reputation Customer Loyalty Seminar 50

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

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

Strategy Driven

NOVEMBER 8, 2010

This book will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services. As a leader and manager, you’ll learn how to use these tools to harness social interactions to improve your business and to create your own social nation.

Media 50

Media Follow-up Software Newsletter 50

Strategy Driven

DECEMBER 2, 2013

How would you approach the market of sales professionals and sales management? Their boss would buy it, they would buy it, their CEO would buy it, and their spouse would buy it. I have written several 30-second commercials for this but keep running into all sorts of objections. Do I need two different approaches? Gerhard, No.

Real Estate 50

Real Estate CRM Ryan Open-book 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. The announcement came because of increasing pressure on Facebook to understand and manage its impact on society. Why is that?

Short-term 10

Short-term Company Long-term Customer Loyalty 10

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.

Schein 8

Schein McKinsey Venture Funding Customer Loyalty 8

Harvard Business Review

NOVEMBER 22, 2017

Whether a company has reinvented itself, sought growth through expansion, or turned to partnerships or M&A, gaps between what it says it does for customers and what it delivers are usually the result of an operating model that isn’t set up to deliver the strategy.

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. In short, employee engagement is directly related to leaders’ ability to inspire people — and it is pretty much unrelated to leaders’ effectiveness at assigning and managing tasks.

Customer Loyalty 13

Customer Loyalty Human Capital Wilde Health Care 13

Harvard Business Review

FEBRUARY 15, 2012

A few years ago, Brad Anderson , then CEO of Best Buy, told me something both provocative and profound. Given the unrelenting pace of change surrounding organizations in virtually every industry, companies are looking for executives who know how to innovate and introduce change, not simply caretakers who can manage the status quo.

Innovation 16

Innovation Merchandising How To Proposal 16

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

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

Eric Jacobson

MAY 28, 2021

As a result, nearly 75% of CEOs have stated a lack of confidence in their marketing teams, questioning their knowledge of the business and ability to drive growth. And an average consumer is a member of 15 loyalty programs -- many in competing categories. The concept of customer loyalty needs to evolve. Every single time.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Eric Jacobson

FEBRUARY 22, 2021

As a result, nearly 75% of CEOs have stated a lack of confidence in their marketing teams, questioning their knowledge of the business and ability to drive growth. And an average consumer is a member of 15 loyalty programs -- many in competing categories. The concept of customer loyalty needs to evolve. Every single time.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Harvard Business Review

MARCH 7, 2014

With a technology focus, you might manage to launch a successful breakthrough, but your success will be short-lived because sustaining a technological advantage today is so difficult. Its CEO, Randy Garutti, explains his organization’s commitment to the principle “Do what you want to do really well in its most basic version.”.

Brand 8

Brand Short-term Long-term Customer Loyalty 8

Harvard Business Review

AUGUST 15, 2016

The linked system consisted of two short surveys — one sent to employees and the other to customers — right after a transaction. Many companies love customer feedback, but only a handful have devoted as much energy to employee feedback systems. The only person who could drive a linked system was the CEO.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

AUGUST 5, 2014

McKinsey’s DataMatics 2013 survey shows that companies that use customer analytics extensively are more than twice as likely to generate above-average profits as those that don’t. To have the influence to help set business strategy for the company, CMOs need to translate customer insights into terms meaningful to senior leadership.

P&L 11

P&L Banking Marketing Call Center 11

N2Growth Blog

JUNE 15, 2014

I must confess I am not a great fan of the popular focus on long lists of leadership competencies and their use in everything from leadership training to executive recruiting. Building Customer Loyalty. Managing Conflict. Managing Work (Includes Time Management). Meeting Leadership. Innovation.

Leadership 407

Leadership Goleman Long-term Emotional Intelligence 407

Harvard Business Review

MARCH 14, 2016

That’s not just a hunch — among public companies since 1990, returns to shareholders were three times greater at firms where the founder is still part of the management team. ” The lesson for other companies: Neither your customers nor your employees want you to do everything well. Focus is undemocratic.

Company 8

Company Hotels Supply Chain Long-term 8