Harvard Business Review

MARCH 10, 2015

This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. Unlike Tesco, which pioneered data-driven customer loyalty programs, Walmart has never sought to discriminate between best and typical customers. A profitable repeat customer?

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

N2Growth Blog

NOVEMBER 15, 2010

However the healthier remedy is to find a trusted person of influence to intervene and help refine style, approach and methodology. link] Dale Whenever I see the word loyalty, I am cautious as to how the word will be defined or misrepresented. link] mikemyatt Hi Dan: What a great observation about the "price" of loyalty.

Loyalty 411

Loyalty Blog Leadership Brand 411

Skip Prichard

JUNE 26, 2019

In other cases, a company might build an in-demand product or service but struggle to execute to customer expectations. Poor customer service is a killer of customer loyalty. If the overall experience doesn’t please and excite the customer, a company is hard-pressed to outsize its strategy. Steve Coughran.

Strategy 78

Strategy SWOT Company Customer Loyalty 78

Harvard Business Review

JULY 15, 2014

Not all customers are created equal. 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. Now the question is how much do you spend marketing to your customers and how effective are your efforts?

Discount 10

Discount Direct Marketing Present Value Customer Loyalty 10

Harvard Business Review

FEBRUARY 13, 2013

This is usually calculated as the expected net profit attributed to purchases during the entire relationship between a business and its customer. The company is better off offering a discount today, because that will likely increase the customer's loyalty, and loyalty increases the CLV.

Advertising 8

Advertising Discount Media Customer Loyalty 8

Strategy Driven

NOVEMBER 19, 2021

Instead, marketplaces are creating ecosystems for their customers. They are driving customers towards the business from all possible sides and earning customer loyalty by offering everything at one place on any channel. They can save all these costs by simply signing up on your marketplace. Take Amazon for example.

Retail 120

Retail Supply Chain Software Marketing 120

Harvard Business Review

FEBRUARY 23, 2018

To entice employees and relevant stakeholders to own sustainability, sell it as an opportunity to contribute to the future wellbeing of both the company and society Sometimes you have to appeal to the head (monetary incentives, cost savings, career advancement), other times to the heart (look at the difference we make), and very often, both.

Incubator 10

Incubator How To Real Estate Business Model 10

Strategy Driven

NOVEMBER 8, 2010

Social media and community collaboration bring many benefits, including brand-building, customer loyalty and retention, cost reductions, improved productivity, and revenue growth. Pitfall #7: Neglecting employees, partners, investors, or customers when building your Social Nation.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

DECEMBER 29, 2011

All this economic uncertainty has given managers more to cope with, and some of my favorite — and our most popular — multimedia tackled the perennial people-management challenges, whether the person in question is a direct report, a customer, or thine own self. Turn Customers into Promoters. The Trouble with Salespeople.

Video 15

Video Porter Charisma Customer Loyalty 15

Strategy Driven

JANUARY 24, 2020

Instead, marketplaces are creating ecosystems for their customers. They are driving customers towards the business from all possible sides and earning customer loyalty by offering everything at one place on any channel. They can save all these costs by simply signing up on your marketplace. Take Amazon for example.

Supply Chain 75

Supply Chain Retail Software Marketing 75

Harvard Business Review

OCTOBER 21, 2016

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. These unpriced natural capital costs are generally internalized until events like floods or droughts cause disruption to production processes or commodity price fluctuation.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

APRIL 3, 2015

But a recent experience made me question some of my assumptions about consumers, “influencers,” and the companies who can make a difference. The truth is, I assumed the scale of the response on social media plus my customer loyalty merited a response from the airlines. Did the airlines just not see the story?

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

AUGUST 5, 2014

McKinsey’s DataMatics 2013 survey shows that companies that use customer analytics extensively are more than twice as likely to generate above-average profits as those that don’t. I see far too many data that don’t go anywhere and that’s just a cost.”. Deborah DiSanzo, the CEO of Philips Healthcare, was once a CMO.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

OCTOBER 29, 2015

It is tempting to run an experiment around a question such as “Is advertising worth the cost?” Take the issue of whether advertising is worth the cost. Make a list of all of the internal data related to the outcome you would like to influence and when you will need to do the measurements. Identify a narrow question.

Hammer 8

Hammer Advertising How To Customer Loyalty 8

Harvard Business Review

SEPTEMBER 10, 2014

As more firms became multinationals, fewer showed loyalty to particular communities or any hesitation to migrate their operations to wherever costs were lowest. Employees were viewed more as fungible inputs to operations, and customers viewed more as targets within more and less lucrative segments.

Supply Chain 12

Supply Chain Bureaucracy Short-term Agility 12

Harvard Business Review

JULY 7, 2015

Here are a few examples of prediction problems in a business: Making personalized recommendations for customers. Forecasting long-term customer loyalty. The most common application of machine learning tools is to make predictions. Anticipating the future performance of employees. Rating the credit risk of loan applicants.

Sample 8

Sample Management Learning-by-Doing Long-term 8

Harvard Business Review

JANUARY 28, 2015

Supplier relationships, brand identity, process coordination, customer loyalty, and many switching costs were all forms of information. The implications of that insight were becoming obvious for companies that sold information, like newspapers and encyclopedias. But every business is an information business, they stressed.

Porter 8

Porter Power Competitive Advantage Film 8