Harvard Business Review

MARCH 10, 2015

Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more. This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. Loyalty is a mutual investment, not just an exchange.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Strategy Driven

AUGUST 14, 2013

The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.

Innovation 59

Innovation Strategy Customer Loyalty Loyalty 59

N2Growth Blog

NOVEMBER 15, 2010

Lack of Interaction : Along the lines of number one above, if executives, management, and staff don’t proactively seek your advice and input then you have a respect problem. However the healthier remedy is to find a trusted person of influence to intervene and help refine style, approach and methodology. I hope this helps Frode.

Loyalty 399

Loyalty Blog Leadership Brand 399

Strategy Driven

JULY 15, 2013

When this happens it’s almost like the reset button has been pressed and the replacements have no allegiance to me or my service and are usually unaware as to how hard I’ve worked to earn their company’s business. How should I conduct myself when I know there is a new person in a company I have to work with? Common problem.

CRM 59

CRM Customer Loyalty Competitive Advantage Books 59

Strategy Driven

NOVEMBER 18, 2013

Many companies have become smart buyers, but many have become too smart. The typical request for proposal (RFP) has a bunch of standards about what has to be offered by the vendor, but far too little (or nothing) about what happens after the company takes ownership. It also lowers the profit of the company doing the bidding.

Proposal 59

Proposal Price Long-term Customer Loyalty 59

Strategy Driven

NOVEMBER 22, 2019

Designing a customer loyalty program is one of the most effective strategies to boost your business growth. It is organic and doesn’t require the same amount of resources or time as trying to locate and identify new customers. Use a Customer Feedback Loop. And that’s where the customer feedback loop comes in.

Customer Loyalty 16

Customer Loyalty Loyalty Discount Incentives 16

Strategy Driven

NOVEMBER 4, 2013

Dear Jeffrey, I have a regional billboard company with two years of experience. UNLESS somebody in your family, somebody in your circle of friends, or somebody in your circle of influence knows someone up high at those big companies. Best regards, Jeffrey. If they do, and you can be introduced, you can get in the door.

CRM 59

CRM Advertising Customer Loyalty Competitive Advantage 59

Strategy Driven

NOVEMBER 8, 2010

StrategyDriven effective executives, efficient employees Home About The StrategyDriven Organization Our Company Our Contributors Karen K. However, thousands of companies are rushing headlong into the profile-creating, news-tweeting, blog-posting frenzy…only to find that their valiant efforts are not getting the results they had hoped.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

FEBRUARY 23, 2018

Do you believe that sustainability is important for your company, but that it’s “someone else’s problem?” Unsurprisingly, carbon emissions by the world’s largest companies are increasing and only one third of the 600 largest companies in the U.S. TOSHINORI TARUI/Getty Images.

Incubator 10

Incubator How To Real Estate Business Model 10

Harvard Business Review

JULY 15, 2014

If you’ve ever run a business (or even just been a customer yourself), then you know that some customers provide more revenue (and incur fewer costs) than others. Many companies use a calculation called customer lifetime value (CLV) to determine how much a customer is worth in comparison with others.

Discount 11

Discount Direct Marketing Present Value Customer Loyalty 11

Harvard Business Review

AUGUST 4, 2017

How the best companies get up to speed. Patagonia secures customer loyalty through its “Worn Wear” website, where environmentally-conscious consumers can purchase secondhand clothing at a discount and trade their own used duds for gift certificates. On top of that, the online world is tough for brands to influence.

Retail 8

Retail Brand Apparel Discount 8

Strategy Driven

OCTOBER 17, 2018

Improving the customer experience is not the easiest thing to deal with. There are certain things your customers will expect. These include being able to interact with your company, however they decide to do it. From the bottom to the top, everyone has to be focused on customer satisfaction. Customer Experience Manager.

Customer Loyalty 57

Customer Loyalty How To Media Loyalty 57

Eric Jacobson

MAY 28, 2021

Major companies (from J&J to Hershey) have even eliminated CMO roles. And some brands that once relied on a marketing department to manage their 4 P’s (Product, Price, Place, and Promotion) now only entrust them with promotion, fragmenting the rest to other divisions. The concept of customer loyalty needs to evolve.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Eric Jacobson

FEBRUARY 22, 2021

Major companies (from J&J to Hershey) have even eliminated CMO roles. And some brands that once relied on a marketing department to manage their 4 P’s (Product, Price, Place, and Promotion) now only entrust them with promotion, fragmenting the rest to other divisions. The concept of customer loyalty needs to evolve.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Harvard Business Review

SEPTEMBER 8, 2011

Done right, it can reinforce a company's values. When it's done wrong, however, the unintended consequences can be devastating — which is exactly what happens when some companies try to link compensation to customer feedback. At other companies, employees ask only happy customers to answer the survey.

Incentives 14

Incentives Metrics Sample Survey 14

Harvard Business Review

DECEMBER 29, 2011

The Good Company: Then and Now. We took a look at the (really) big picture with a chronology of how our definition of "good business" has changed over the last century, from company towns to wartime production to triple bottom lines. Every December, we collect our favorite management insights from each interviewee into this slideshow.

Video 14

Video Porter Charisma Customer Loyalty 14

Harvard Business Review

APRIL 18, 2013

The biggest changes, not surprisingly, are in the marketing function, itself — the source of these new, more detailed customer insights. But the insights won''t be useful unless companies change core business processes and employee behavior. They''re using tailored suggestions to drive customer loyalty.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Harvard Business Review

APRIL 3, 2015

For marketers in the digital age, negative customer feedback that takes on a life of its own is a nightmare. And for customers, the notion that any of us can talk back to big companies and have our claims addressed feels like a dream. And what have I since heard from these companies? Did they not care to respond?

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

AUGUST 5, 2014

That isn’t easy, but the payoff is worth it: Our most recent research shows that companies with excellent marketing capabilities outperform the market with 2-3X greater revenue growth. Yet, only 30 percent of companies believe they understand their customers’ needs well enough to identify what initiatives will drive growth.

P&L 11

P&L Banking Marketing Call Center 11

Harvard Business Review

OCTOBER 21, 2016

These require sophisticated, sustainability-based management. Yet executives are often reluctant to place sustainability core to their company’s business strategy in the mistaken belief that the costs outweigh the benefits. ” Improving risk management. ” Improving risk management.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Eric Jacobson

AUGUST 8, 2018

Even more important, all employees have become their own personal brands – some even major influencers – with their own fans and followers. Employees can post content to damage an employer’s brand, and customers can post content to damage a brand. 5] LISTEN, LISTEN, LISTEN Set up alerts for your brand, company name, industry, and more.

Brand 50

Brand Tips Media Customer Loyalty 50

Strategy Driven

AUGUST 10, 2015

Starting as a door-to-door salesman, raising to Vice President of Sales for Universal Gypsum, and ultimately a board of director for several large companies including Coca-Cola, Farley believed that doing several things at once was the key to accomplishment. Influencer of millions) Principle: Honesty is the best policy. “If

Hotels 50

Hotels Advertising Customer Loyalty Follow-up 50

Joseph Lalonde

MARCH 14, 2018

3) Mental – My role as host of The Ziglar Show requires me to study the messages of today’s top world influencers, and it’s a dramatic gift. No one wants to work harder for a complacent or mediocre manager, however, every employee wants to be led by an enthusiastic leader that helps them become more passionate about their work.

Succession 316

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

Harvard Business Review

JULY 7, 2015

It seems as though every week companies are finding new uses for algorithms that adapt as they encounter new data. Last year Wired quoted an ex-Google employee as saying that “Everything in the company is really driven by machine learning.” Forecasting long-term customer loyalty.

Sample 8

Sample Management Learning-by-Doing Long-term 8

Harvard Business Review

OCTOBER 29, 2015

Companies that invest in randomized evaluations can gain a game-changing advantage. Yet while there has been a rapid growth in experiments, especially within tech companies, we’ve seen too many run incorrectly. Companies experiment when they don’t know what will work best. Use a big hammer. Perform a data audit.

Hammer 8

Hammer Advertising How To Customer Loyalty 8