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. So serious customer-centric organizations and innovative marketers are decreasingly asking, “How do we make our customers more loyal?”

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Chart Your Course

AUGUST 14, 2012

Great places to work are more productive and more profitable than their peers. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” 9) Customer and market focus. No excuses.

Newsletter 165

Newsletter Insurance Class Workshop 165

Strategy Driven

DECEMBER 21, 2015

Next in line were, “customer knowledge,” “innate talent/personality,” “product knowledge,” and further down the list were “experience” and “teamwork skills.”. Value, service, and help are the REAL three things that customers require to give their business and maintain their loyalty. Unyielding personal values and ethics.

Loyalty 50

Loyalty Open-book Customer Loyalty Ethics 50

Strategy Driven

NOVEMBER 18, 2013

They’ve refined the buying process so far that they have precluded the words ‘quality’ and ‘value’ from the buying process AND they have taken the words productivity, ease of use, and morale out of the delivery process. The main goal of bidding is NOT get the best product. Nor, for the most part, do they care.

Proposal 58

Proposal Price Long-term Customer Loyalty 58

Strategy Driven

SEPTEMBER 10, 2012

Once I connect, I ask for an informal meeting (usually coffee) to see if we have anything in common, or if there’s a need for my product or service. This strategy is much more powerful that trying to convince the buyer that your product is great by trying to ‘sell’ it. AUTHENTICITY. Leaders are only partly to blame.

Globalization 50

Globalization Mission Statement Human Capital Seminar 50

N2Growth Blog

JULY 19, 2011

“ Addiction Marketing &# is a phrase I started using a few years back while waiting in line for my drink at Starbucks. It was at that moment I realized the real power of one of Starbucks key business drivers, if not their most critical business driver – Starbucks sells products that cater to peoples addictive tendencies.

Marketing 310

Marketing Tactics Brand Ethics 310

Coaching Tip

FEBRUARY 23, 2012

The companies that develop the deepest connections will generate more value for their customers and employees (and shareholders). Product innovation, process mastery and other traditional forms of competitive differentiation can easily and quickly be identified, replicated and brought to market today. 7) Scale your values.

How To 110

How To Airlines Media Innovation 110

Strategy Driven

JULY 2, 2012

How you feel about your product. How you feel about the customer and their buying process. You’ve placed a value on yourself that reflects in your selling skills, your attitude, your belief system, your truthfulness, and your ethics. And then there is the customer. How you feel about yourself. That’s you.

Reputation 50

Reputation Customer Loyalty Belief Systems Seminar 50

Harvard Business Review

SEPTEMBER 19, 2017

I’ve been a consultant for almost 20 years, advising companies on complex challenges in ethics, risk, and responsibility. Happily fading from memory is the cliché that ethics and compliance teams effectively constitute a “business prevention department.”

Ethics 14

Ethics Short-term Long-term Supply Chain 14

Strategy Driven

MARCH 25, 2013

Actions that give your customer the feeling you represent their best interest, not just your own. You speak the truth, have high ethical standards, and are known for service. Here are a few more critical elements of Smart Selling: Product smart. Customer smart. This means you take long-term oriented actions. Value smart.

Open-book 50

Open-book Definition Self-aware Price 50

Harvard Business Review

JUNE 15, 2012

Although the Environmental Protection Agency is mandating states such as New York to test cars for high emission levels, the policy may be eroding the ethics of some dealerships and garages. So many garages are letting their ethics slide a bit for the sake of customer loyalty. Yes, that sounds like a sci-fi nightmare.

Environment 10

Environment Advertising Customer Loyalty Ethics 10

Harvard Business Review

OCTOBER 4, 2011

It's the company's deeply embedded belief system, its prevailing ethics, and the way people within the company interact with each other and with customers. Hewlett and Packard set out to create high-quality electronic equipment that was more accurate and precise and less expensive than competing products.

Software 13

Software Intellectual Capital Maturity Customer Loyalty 13

Harvard Business Review

MARCH 30, 2016

Effective executives understand the productivity and customer loyalty future depends as much on motivating and managing their machines as inspiring their people. As long as customer desires are legal, ethical, and safe, smart machines could be as appropriately responsive as smart humans.

Review 8

Review Kaplan Performance Review Kaizen 8

Harvard Business Review

APRIL 18, 2013

A 2012 Pricewaterhouse Coopers survey found that 60% of CEOs did not believe they had the talent they needed to be successful, and one in four had to delay or forego market opportunities and strategic initiatives because they didn''t have the right talent. Studies show that engaged employees are 50% more productive and 33% more profitable.

Cooper 8

Cooper Customer Loyalty Storytelling Career 8

Strategy Driven

JULY 25, 2016

Then they train with some intensive orientation and a week or two of product sales skills, investing all the while in their hopeful rookie. The lesson here is that attitude and work ethic are more important than sales skill. They go through the expensive gyrations of outsourcing, in-sourcing, testing, interviewing and finally hiring.

Customer Loyalty 50

Customer Loyalty Ethics Seminar Outsourcing 50