Commitment Customer Loyalty Operations Technology 
Strategy Driven
APRIL 22, 2024
Enhancing the customer experience is becoming increasingly vital for businesses to pursue sustained growth and customer loyalty. A critical metric, the Customer Effort Score (CES), is at the heart of this optimization. The principle is simple: make it easy, and they will return.
Harvard Business Review
MAY 17, 2012
And they use it the way other companies use financial reports — to inform operational and investment decisions. Philips used this data along with profitability figures to develop the right investment strategy for each business line and each customer account. In short, it is their primary management system.
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Coaching Tip
FEBRUARY 23, 2012
Winning in this environment requires more than new technology ; here are ten ways to become truly social in a world that is not just connected, but interconnected and interdependent: 1) Do away with one-way conversations. What will employees rely on to guide their interactions with customers now that they can communicate with them 24/7?
Harvard Business Review
DECEMBER 14, 2011
Those companies who are committed to a strong workplace culture tend to perform well, and now they are featured prominently in a new ranking recently released by Great Place to Work Institute. For this audience, it's imperative to communicate the company's commitment to being a great workplace. They know their audience.
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. These disparate efforts have compromised operational excellence. But debate remains on how to direct your firm’s focus as you grow.
Harvard Business Review
FEBRUARY 17, 2012
She also receives a goodwill discount voucher of 10% as part of the store's customer loyalty initiative. But have they really committed a worse crime than the likes of Jayne, Dorothy or Natasha? Increasingly, deshoppers are operating in packs when returning goods, suggesting that the activity is becoming organized.
Harvard Business Review
NOVEMBER 22, 2016
Consumers can even sell their own data anonymously through technologies like Datacoup, which analyzes it and provides the results to companies. Mapping this group to its customer base, the bank can make targeted offers to customers who could be in the home or auto market in the next 30 to 90 days.
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