Harvard Business Review

SEPTEMBER 22, 2011

More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. To test the reliability of your scores, answer the following questions: Is your sample controlled and stable?

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

OCTOBER 21, 2016

Managing risks therefore requires making investment decisions today for longer-term capacity building and developing adaptive strategies. Recognizing the growing consumer interest in sustainable products and looking to solve consumer challenges such as high energy costs, CPG companies have developed new products to gain access to this market.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

DECEMBER 19, 2012

That means providing them with detailed training programs and customer-response guidelines that are based on an array of scenarios. Tie your metrics to their impact on behaviors such as customer loyalty and increased sales that drive value. That's a massive spread at a time when companies are fighting hard for customers.

Balanced Scorecard 9

Balanced Scorecard McKinsey Media Metrics 9