Chart Your Course

AUGUST 14, 2012

According to their human resource department, it is harder to get a job at Zappos than to be accepted at Harvard Business School. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” Success depends on valuing each employee’s satisfaction, motivation, well-being and development.

Newsletter 165

Newsletter Insurance Class Workshop 165

Harvard Business Review

APRIL 19, 2016

Develop a social care team that can address all areas of social information efficiently and effectively. Clearly define roles and responsibilities among marketing, customer service, public relations, sales, corporate communication, human resources, etc. From this research, organize a new system.

Media 8

Media Marketing Software Human Resources 8

Harvard Business Review

OCTOBER 10, 2011

At most companies, the human resources department "owns" and measures engagement. They promptly distribute the scores and verbatim responses to frontline reps and supervisors, who follow up right away with unhappy customers, fixing the problems wherever possible. That's how it's done at Apple stores.

Tactics 14

Tactics Customer Loyalty Survey Loyalty 14

Harvard Business Review

APRIL 18, 2013

The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. Helping customers includes offering information to make their buying process easier, as, for instance, Netflix and Amazon do with their product recommendations. When done well, it feels like a service.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Strategy Driven

DECEMBER 2, 2019

In the business world, focusing strictly on a digital experience will eliminate customer loyalty and emotional connection to a brand. While there’s no denying that technology has amazing advantages to make it easier for the customer in most cases. Make customer satisfaction the driving force throughout the organization.

Company 71

Company P&L Bottom-up Advertising 71

Harvard Business Review

FEBRUARY 15, 2012

Fortunately, demonstrating your skills in this area doesn't demand that you singlehandedly develop a new breakthrough product or revise the company's overall business model. Senior-level decision makers aren't looking for someone at your level to make "roll the dice" bets that can have a significant negative impact on company performance.

Innovation 15

Innovation Merchandising How To Proposal 15

Harvard Business Review

JUNE 26, 2017

Ask people how to develop a good corporate culture, and most of them will immediately suggest offering generous employee benefits, like they do at Starbucks, or letting people dress casually, as Southwest Airlines does. How you operate on the inside should be inextricably linked with how you want to be perceived on the outside.

Brand 8

Brand Company Operations Merchandising 8

Harvard Business Review

JULY 25, 2017

“The MROI of social media activity often looks very high if you only count financial resources, but if you look at the human resources required to develop content and respond to consumers’ posts 24/7, the number goes down,” she says.

ROI 8

ROI Marketing Marketing Mix Short-term 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.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MARCH 31, 2016

Worse yet, they’ll sometimes hire different vendors to address different issues – lifestyle coaches, employee assistance counselors, case and disease management vendors, nurse lines, occupational health and safety experts, workers’ compensation specialists, disability managers, organizational development consultants, you name it.

Planning 8

Planning Incentives ROI Long-term 8