Harvard Business Review

MAY 29, 2012

A generation of economists, finance theorists, business school professors, and would-be governance experts has embraced the notion that companies exist only to maximize "shareholder value.". Others are investing for retirement or to pay for a child's college tuition, and care about long-term returns.

Short-term 13

Short-term Long-term Objective Customer Loyalty 13

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. Your customer metrics must correlate with financial and strategic goals. A clear link to financial and strategic outcomes.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

SEPTEMBER 27, 2016

But what does it mean, in terms of daily tasks, to be the company’s top “executer?” They constantly remind everyone what matters in the simplest terms possible. Revenue comes from customers, and customers care massively about the details of the business. It’s written right into your title.

CEO 8

CEO Class Chief Executive Officer Strategy 8