Harvard Business Review

FEBRUARY 7, 2018

Survey respondents show more loyalty to usage brands. Typically at purchase brands, customer service and loyalty take a back seat to marketing campaigns and lead generation. Usage brands, by contrast, elevate customer service and loyalty from resource-starved cost-centers to key drivers of growth and profitability.

Brand 8

Brand Succession B2B Advertising 8

Harvard Business Review

FEBRUARY 9, 2011

We call these people Cost Center Consumers, and they come in two flavors. Divas: These are high maintenance consumers who drive costs up after purchase. They tie up your call centers, incur costly returns, and generate other costs that occur below the gross margin line, which is harder to see.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

JUNE 2, 2011

Talent, purpose, culture and creating meaning is the peopley work mostly viewed by the performance folks as "cost centers," or departments that exist only to manage legal risk. Profitability up 16%, Productivity up 18%, customer loyalty up 12% and quality up an incredible 60%. We know that life is not just about efficiency.

Hamel 16

Hamel Customer Loyalty Creativity Cost Center 16

Tanveer Naseer

NOVEMBER 10, 2015

Your competitor is getting nothing but a disingenuous cost center. Any lost knowledge following a failed initiative is plain old sunk cost. I write often about employer and employee loyalty and my sense is how employees are evaluated has a lot to do with their predisposition to hanging around for next year’s evaluation.

Performance Review 100

Performance Review Review Learning-by-Doing Document 100

Harvard Business Review

OCTOBER 4, 2012

Romney, on the other hand , believes that it's important to constantly remind Hispanics that his father was born in Mexico — thinking that this will create instant loyalty. Think profit center, not cost center. I witnessed this first-hand as I attended three of the events.

Policies 15

Policies Short-term Diversity Education 15

Harvard Business Review

OCTOBER 4, 2012

Romney, on the other hand , believes that it's important to constantly remind Hispanics that his father was born in Mexico — thinking that this will create instant loyalty. Think profit center, not cost center. I witnessed this first-hand as I attended three of the events.

Policies 8

Policies Short-term Diversity Education 8