LDRLB

APRIL 13, 2020

We know that they have greater profitability, not just because they’re performing better but because customers respond to purpose-driven organizations. We know purpose-driven companies have a lower cost of customer acquisition, longer tenure of customer loyalty, and higher net promoter scores.

Mission Statement 120

Mission Statement Motivation Long-term Customer Loyalty 120

LDRLB

APRIL 13, 2020

We know that they have greater profitability, not just because they’re performing better but because customers respond to purpose-driven organizations. We know purpose-driven companies have a lower cost of customer acquisition, longer tenure of customer loyalty, and higher net promoter scores.

Mission Statement 78

Mission Statement Motivation Long-term Customer Loyalty 78

Harvard Business Review

OCTOBER 10, 2011

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. And these companies build closed-loop learning into their daily operations so that they're constantly improving. That's how it's done at Apple stores.

Tactics 14

Tactics Customer Loyalty Survey Loyalty 14

Harvard Business Review

JANUARY 27, 2012

We have been studying the links between employee engagement and customer loyalty for a few years now, and we've found that the only route to employee happiness that also benefits shareholders is through a sense of fulfillment resulting from an important job done well. My colleagues and I agree with that.

Survey 16

Survey Customer Loyalty Metrics Loyalty 16

Harvard Business Review

AUGUST 16, 2016

Better-quality feedback from customers and stakeholders, often because you’re asking them to actually buy something, rather than just spout opinions in a focus group. “Getting out of the building” to speak to and observe real customers and stakeholders. A faster cycle time for developing ideas.

Company 8

Company Airlines Ries Survey 8

Strategy Driven

NOVEMBER 8, 2010

Social media and community collaboration bring many benefits, including brand-building, customer loyalty and retention, cost reductions, improved productivity, and revenue growth. Pitfall #7: Neglecting employees, partners, investors, or customers when building your Social Nation.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

MARCH 31, 2016

Boosting engagement in wellness can only be achieved when workers own the program, understand how they and the company benefit, and are given a meaningful voice in its ongoing operation. There are a few simple ways to start doing this. There are a lot of misconceptions about wellness programs out there.

Planning 8

Planning Incentives ROI Long-term 8