Chart Your Course

AUGUST 14, 2012

Here are seven steps to build customer loyalty. A Gallup survey showed a customer who is “emotionally connected” to your place of business is likely to spend 46% more money than a customer who is merely “satisfied” but not emotionally bonded. Look at customer complaints as an opportunity for improvement.

Newsletter 154

Newsletter CRM Customer Loyalty Collins 154

Strategy Driven

MAY 5, 2014

They get reports to keep accountability high. They get reports to check on activity. They get reports to check the numbers. They will become discouraged by a 95 percent or more failure (rejection) rate, be unhappy, feel pressure, most likely lie on their sales report, and ultimately quit (or be fired). Here are the 7.5

Planning 51

Planning Belief Systems Customer Loyalty Reputation 51

Strategy Driven

JANUARY 5, 2015

Sandy fed me some support data from their recently published IBM’s 2014 Business Tech Trends Report. The report reveals that previously emerging trends like Big Data and analytics, cloud, mobile, and social are now being implemented across corporate enterprise beyond just experimentation and wait-and-see.

Competitive Advantage 50

Competitive Advantage Trends Bottom-up Loyalty 50

Strategy Driven

MARCH 26, 2012

I’m celebrating my twentieth year of writing about sales, networking, loyalty, trust, attitude, leadership, business social media, and personal development. Loyalty comes from service and value received. Referrals are not just leads, they’re report cards. DIFFERENTIATE IN THE MIND OF THE CUSTOMER.

Loyalty 56

Loyalty Customer Loyalty Follow-up Seminar 56

Strategy Driven

MAY 21, 2012

The person that leads the committee, or even the person that he or she reports to, are the two people that you should be establishing relationships with because they control the outcome. Relate Articles: Leadership Inspirations – Foolish Questions. Alternative Development Best Practice 1 – Reality Questions.

Committee 56

Committee Advertising Customer Loyalty Simon 56

Strategy Driven

JUNE 18, 2012

Develop new products? Get customers? Keep customers? Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Download 50

Download Customer Loyalty Marketing Seminar 50

Strategy Driven

DECEMBER 2, 2013

Dear Jeffrey, My company delivers mobile dictation and transcription service to field workers in IT and health care, saving these people time in reporting. I have several products that I’d like to develop sales channels for, but I’m not sure where to begin effectively. Somebody obviously did. Best regards, Jeffrey.

Real Estate 50

Real Estate CRM Ryan Open-book 50

Harvard Business Review

DECEMBER 14, 2011

Instead programs that offer the most stability, as reported by 75 percent of respondents, are those that communicate brand mission and provide career development opportunities. Competitiveness, customer loyalty, innovation, and productivity — while critical to daily operations — trailed behind with each under 20 percent.

Company 16

Company Heskett Ryan Audience 16

Harvard Business Review

SEPTEMBER 22, 2011

TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Pep Boys, a US auto parts store chain, reports in its proxy statement that customer metrics are now an important part of its executive compensation system. Organized learning.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

JANUARY 19, 2011

Buried beneath the pizzaz of high-profile PR announcements, Ford has developed what appears to be a broad, well-thought-out sustainability strategy. As I explored Ford's fascinating sustainability report (and how often do those words go together?) from last year, I noticed a number of unusual things. It's heretical.

Strategy 15

Strategy PPM Long-term Short-term 15

Harvard Business Review

MARCH 7, 2014

A sales focus fails to deliver a profitable market leadership position because it favors short-term revenue growth and customer acquisition over sustainable margins and customer loyalty. Over time customers learn exactly what the brand stands for and come to trust that the brand will deliver it every time.

Brand 8

Brand Short-term Long-term Customer Loyalty 8

Harvard Business Review

AUGUST 16, 2012

Worse, many marketing disciplines (especially direct, digital and loyalty marketing) unwittingly encourage these behaviors and end up magnifying the problem. For more information on the five marketer profiles and the characteristics of today's high-performing marketing teams, download our report here. MORE ON CUSTOMER INTELLIGENCE.

Marketing 15

Marketing Customer Loyalty Metrics Loyalty 15

Harvard Business Review

NOVEMBER 4, 2014

According to CIO Dieter Haban , whose team identified the idea and led product development, “the innovation combines telematics, mobility, central mission control, big data analytics, and a seamless process from the truck to the driver, fleet manager, and ultimately to an authorized service outlet.”. Build and share a transformative vision.

Engineering 8

Engineering CIO Disruptive Innovation Uncertainty 8

Harvard Business Review

NOVEMBER 4, 2014

According to CIO Dieter Haban , whose team identified the idea and led product development, “the innovation combines telematics, mobility, central mission control, big data analytics, and a seamless process from the truck to the driver, fleet manager, and ultimately to an authorized service outlet.”. Build and share a transformative vision.

Engineering 8

Engineering CIO Disruptive Innovation Uncertainty 8

Harvard Business Review

MARCH 31, 2016

To tackle these questions, our respective organizations (the Transamerica Center for Health Studies and the Institute for Health and Productivity Studies at the Johns Hopkins Bloomberg School of Public Health) prepared a report, “ From Evidence to Practice: Workplace Wellness that Works.” Leadership commitment and support.

Planning 8

Planning Incentives ROI Long-term 8

Harvard Business Review

MARCH 1, 2017

In early 2016 some numbers surfaced at a few of the Dorchester Collection’s luxury hotels that caught leadership’s attention: Complaints about our laundry service were on the rise, as was the cost of compensating guests for damage to their clothes. Figuring Out What Our Customers Wanted.

Hotels 8

Hotels Fashion Budgeting Retail 8

Harvard Business Review

JULY 3, 2015

It starts by understanding customers’ affinity with the brands. Through our research on network-centric businesses and our experience advising hundreds of companies we have developed a framework for understanding customer affinity. Over its lifetime, the app store has generated more than $25 billion for developers.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

MARCH 14, 2016

Successful founders understand the economics of customer loyalty. In their early days they know every customer by name. Keeping that up becomes impossible as they grow, but nevertheless they remain obsessed with making sure that someone is looking out for every customer at all times. Did customers drive the agenda?

Company 8

Company Hotels Supply Chain Long-term 8