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

Lead Change Blog

SEPTEMBER 1, 2015

When I heard about how Cheryl Bachelder , CEO of Popeye’s chicken and veteran restaurant industry leader, was able to bring back Popeye’s declining brand—increasing sales by 25% and profits by 40% within 7 years of her appointment as CEO—I was amazed. Taking a small, local restaurant and trying to re-vamp it: difficult.

Resources 150

Resources Customer Loyalty Open-book Commitment 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.” They have no problem attracting and retaining good people. It has a huge impact on the bottom line.

Customer Loyalty 189

Customer Loyalty Human Resources Insurance Loyalty 189

Skip Prichard

OCTOBER 3, 2022

The third is reputational : Deep purpose engenders loyalty and trust among customers and others. The company named a new CEO, Jorgen Vig Knudstorp. As the Starbucks CEO Kevin Johnson told me, his challenge was to take the company he took over from Howard Schulze and go from being “founder-led” to “founder-inspired.”.

Short-term 114

Short-term How To Long-term Operations 114

Strategy Driven

NOVEMBER 30, 2016

I’m a customer loyalty and retention expert. I’ll tell you until the cows come home that most organizations are too focused on the new customer at the expense of their existing customers, but I’m also a realist. With the CEO room I didn’t know what to expect, but here’s what he told us.

Customer Loyalty 50

Customer Loyalty Loyalty Workshop Marketing 50

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

Michael Lee Stallard

AUGUST 24, 2017

Our customer experience has always been positive. I’ve spoken with Jim Sinegal, Costco’s co-founder and CEO from 1983 to 2011, and interacted with Ryan Watkins, a young Costco warehouse manager across the country in Oregon. The level of customer loyalty Costco has developed with its members is the envy of every retailer.

Competitive Advantage 309

Competitive Advantage Ryan Bottom-up Customer Loyalty 309

CEO Blog

MARCH 22, 2012

I read Laurence Vincent's book - Brand Real - How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty. Like reputation - it can be invaluable and like reputation, it can be easily destroyed. Reputation requires consistency. Brand does also.

Brand 162

Brand Franchising Customer Loyalty Reputation 162

Lead Change Blog

FEBRUARY 4, 2020

Erik summarizes: “This article looks at four consistent areas of successful culture change, which includes the importance of having a CEO as the ultimate culture champion, and leadership training to embrace any new values introduced.” Erik Samdahl of i4cp contributed What I Learned from i4cp’s Research on Culture Change.

Leadership Development 268

Leadership Development Development Leadership Simon 268

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? What do great CEOs do when the business model, the strategic plan, and the revenue hurdles don’t seem to be in alignment?

Restructuring 305

Restructuring Blog CEO Brand 305

First Friday Book Synopsis

MARCH 25, 2012

of Edatanetworks, a developer of customer loyalty software. Adam Bryant conducts interviews of senior-level executives that appear in his “Corner Office” column each week in the SundayBusiness section of The New York Times. Here are a few insights provided during an interview of Terry Tietzen, founder and C.E.O.

Customer Loyalty 75

Customer Loyalty Loyalty Software Innovation 75

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

Lead on Purpose

NOVEMBER 9, 2013

Whether you’re working part-time at a clothing store or are the CEO of a Fortune 500 company, you want to have a positive effect on your workplace. Empowering that employee to waive the fee would increase customer service, empower the employee in a way that makes them more engaged, and help the company by creating customer loyalty.

Delegation 229

Delegation Leadership Customer Loyalty Morale 229

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

Skip Prichard

AUGUST 16, 2021

And, yet, great customer service keeps customers coming back. Quality products that don’t break build customer loyalty. One of the best leaders I ever saw demonstrate this attribute was Bernard Tyson, the former CEO of Kaiser Permanente. In fact, it’s only when these things go wrong that we hear about them.

Strategy 140

Strategy Venture Capitalist Innovation Company 140

Strategy Driven

AUGUST 14, 2013

“We have a strategic plan,” said Southwest Airlines founder and retired CEO, Herb Kelleher. Bell is a customer loyalty consultant and the author of several national best-selling books. Competing on Service: Eleven Ways to Beat the Competition by ‘Hugging’ Your Customers. ” About the Author.

Innovation 58

Innovation Strategy Customer Loyalty Loyalty 58

Strategy Driven

MAY 8, 2011

Learn how to utilize social media to increase customer loyalty. How can you harness the total power of social media with Return-on-Investment (ROI) metrics that satisfy your CEO? Solutions,&# “Harvest Social Knowledge for Customer Service,&# and learn how “Social CRM Turns Customers into Competitive Advantage.&#.

Media 50

Media White Paper Power Resources 50

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?”. Totally bogus. About the Author.

Loyalty 50

Loyalty Open-book Customer Loyalty Ethics 50

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

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.” 9) Customer and market focus. Happy employees make your customers happy.

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. Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer. About the Author.

ROI 66

ROI Media Customer Loyalty Webinar 66

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. About the Author.

Bottom-up 62

Bottom-up Reputation CEO Customer Loyalty 62

The Practical Leader

FEBRUARY 13, 2012

These are the same managers loudly pronouncing goals of higher employee engagement and increased customer loyalty. In his book, Lovemarks: The Future Beyond Brands , Kevin Roberts, CEO of the global advertising agency, Saatchi & Saatchi, explains that fads attract but without love it’s a passing infatuation.

Airlines 53

Airlines P&L Collins Leadership 53

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

MAY 31, 2018

The pressure put on CEOs to deliver quarterly results is greater than ever before. Many CEOs argue that they have no choice but to cave to the demands of activists and others on Wall Street to boost profits quarter after quarter. These two businesses will lose revenues, but will gain some customer loyalty for doing the right thing.

CEO 8

CEO Short-term Long-term McKinsey 8

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?

Customer Loyalty 239

Customer Loyalty McCarthy Godin Self-aware 239

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 13

CEO Strategy Pharmaceuticals B2B 13

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

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. How real are you?

Customer Loyalty 50

Customer Loyalty Competitive Advantage Conference Books 50

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

Coaching Tip

FEBRUARY 23, 2012

By trusting his customers to create their own change from a pile of coins near the cash register, Ralph, a New York City donut maker, engendered greater customer loyalty and boosted his productivity. This applies to one-man donut vendors as well as the world’s largest companies. 7) Scale your values. Source: [link].

How To 110

How To Airlines Media Innovation 110

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 19, 2014

Even if you’re meeting with the CEO, you can still ask for meetings with his or her people. HERE’S THE SECRET: Once you have the names of these people, you ask the person you’re meeting with to introduce you. And talk to these people about what really happens. Look at the understanding you have about their business process.

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

Harvard Business Review

DECEMBER 24, 2013

For example, at Caesars Entertainment — an early and continuing user of analytics in its business — the initial focus was on analytics for customer loyalty and service. CEO Gary Loveman noted that he knew that Caesars (then Harrah’s) had low levels of customer loyalty across its nationwide network of casinos.

Customer Loyalty 15

Customer Loyalty Loyalty Early Adopters Information Technology 15

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. I am a living example of what writing can do to change a career. Get in front of people who can say yes to you and become known as an expert. Write an industry white paper. Gitomer and Buy Gitomer.

White Paper 50

White Paper Reputation Customer Loyalty Seminar 50