The Idolbuster

OCTOBER 23, 2012

Lobo, the high integrity executive we met in Chapter 4 who was demoted after a year as COO, even though from an objective standpoint the company met an aggressive set of revenue and product launch targets. In hindsight, Harry understands that the CEO’s expectation of 15% growth because “the technology was so great” was not rational.

Stress 40

Stress COO Loyalty CEO 40

Harvard Business Review

JANUARY 28, 2015

Coordinating the infrastructure, technology, and messaging in a way that appears seamless and fluid to the customer is, to be blunt, a logistical nightmare. ”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

MAY 25, 2018

The term “frictionless commerce” is widely used to describe how digital technologies are blending product purchases seamlessly into consumers’ daily lives. Stop resting on comfortable assumptions about the strength of your brands, your customer loyalty scores, or current success. Image Source/Getty Images.

Disintermediation 8

Disintermediation Mass Marketing Retail Brand 8

Harvard Business Review

JULY 14, 2017

Sponsored by DXC Technology. 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. But platforms and networks can be developed in many different ways. Insight Center.

Intellectual Capital 8

Intellectual Capital Strategy Supply Chain Business Model 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. Data revealed the initial sales meeting and RFP were especially influential in shaping buying outcomes.

P&L 10

P&L Banking Marketing Call Center 10