Harvard Business Review

JANUARY 28, 2015

”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty. The CMO and COO are the natural partners for turning this around. If it’s all about the operations then you lose sight of the customer.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

JUNE 5, 2018

As soon as you step into a top position at a company that needs to significantly improve the way it operates, there’s pressure to get off to a quick start. The CEO acknowledged that Greg’s changes had improved performance, but he hadn’t won people’s loyalty and his style was mismatched with the company’s culture.

Supply Chain 11

Supply Chain CEO Kahneman Self-aware 11

Harvard Business Review

APRIL 21, 2016

Sebastian Dupéré, the head of a Montreal-based steam cleaner company with sales in six countries, knew that his COO was one of his most valuable employees. ” When the COO walked, it was a wake-up call. . ” When the COO walked, it was a wake-up call. And the more trust you have, the more loyalty you have.”

COO 8

COO How To Long-term Reputation 8

Harvard Business Review

APRIL 23, 2012

CEO/COO teams or "Office of the President" arrangements can offer great strengths, but may also introduce some sizeable risks, as Stephen A. Instead, seeing the potential in the product and commitment of employees, we came up with financing to buy out the investor and keep the company operating. Miles and Michael D. Watkins conclude.

Team 15

Team Leadership COO Software 15

Harvard Business Review

JULY 14, 2017

Some are branded currencies , like the points in a loyalty program or the cash in an iTunes account or Starbucks mobile app. To achieve loyalty, most companies focus on managing their customer relationships. Operate : Deploy the platform to foster connections and the exchange of value at scale. Relational capital.

Intellectual Capital 8

Intellectual Capital Strategy Supply Chain Business Model 8

Harvard Business Review

JULY 29, 2016

If you display skepticism toward the candidate or hesitate, the reference will likely clam up out of loyalty, she says. Show any skepticism or negativity toward the candidate—the reference will go silent out of loyalty. His first call was to Jane’s former direct supervisor, the COO of her previous company.

Reference 8

Reference COO Learning-by-Doing Case Study 8

Harvard Business Review

AUGUST 5, 2014

They also outperform their peers across the entire customer lifecycle, are nine times more likely to enjoy superior customer loyalty, and a remarkable 23 times more likely to outperform less analytical peers on new-customer acquisition. Design the right strategies and processes to carry out the vision in a multichannel world.

P&L 10

P&L Banking Marketing Call Center 10