Harvard Business Review

MAY 24, 2016

Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty. Customers can also sign up for SMS notifications and find FAQs without needing to leave the branded experience. In 2005 A.G.

Retail 10

Retail Supply Chain Loyalty Reis 10

Harvard Business Review

SEPTEMBER 11, 2017

Along the way, I’ve talked to hundreds of founders, sales and marketing leaders, customer success VPs, and front-line reps about how to build a customer-first SaaS organization. Your #1 focus at this stage is product-market fit. Your company has (mostly) solved product/market fit. What to do. What to do. What not to do.

Metrics 14

Metrics Engineering Efficiency Learning-by-Doing 14

Harvard Business Review

JULY 19, 2013

FAQs are great, but customers still need to talk to your people. Zappos CEO Tony Hsieh instills this approach into the company culture , with the desired aim of "wowing" customers. Customers don''t enjoy hearing recorded pitches when they''re holding for your service reps. Don''t conceal important information.

Airlines 8

Airlines Hotels Loyalty Call Center 8