Chart Your Course

AUGUST 14, 2012

According to their human resource department, it is harder to get a job at Zappos than to be accepted at Harvard Business School. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” The strategies and concepts they apply at Zappos have had a significant impact.

Newsletter 165

Newsletter Insurance Class Workshop 165

Strategy Driven

DECEMBER 21, 2015

In a survey conducted by a BIG benefits management company (a management and human resource consulting firm), they asked 365 CEO’s and sales management executives, “What are the three key factors that separate high performing sales professionals from moderate to low performing sales professionals?”. Gitomer and Buy Gitomer.

Loyalty 50

Loyalty Open-book Customer Loyalty Ethics 50

Harvard Business Review

APRIL 19, 2016

Clearly define roles and responsibilities among marketing, customer service, public relations, sales, corporate communication, human resources, etc. Ask legal and human resources to provide a list of do’s and don’ts for real-time consumer engagement.

Media 8

Media Marketing Software Human Resources 8

Harvard Business Review

OCTOBER 10, 2011

At most companies, the human resources department "owns" and measures engagement. 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. Both require real-time learning.

Tactics 14

Tactics Customer Loyalty Survey Loyalty 14

Harvard Business Review

APRIL 18, 2013

Creating products and services for market segments of one (" mass customization ") isn''t easy. The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. They''re using tailored suggestions to drive customer loyalty.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Harvard Business Review

FEBRUARY 15, 2012

Usually, if you search, there are opportunities in your current job and at your current level to display your ability to drive change, even if you are in a support function like finance or human resources.

Innovation 16

Innovation Merchandising How To Proposal 16

Strategy Driven

DECEMBER 2, 2019

In the business world, focusing strictly on a digital experience will eliminate customer loyalty and emotional connection to a brand. While there’s no denying that technology has amazing advantages to make it easier for the customer in most cases. It has changed the way we communicate, behave and think.

Company 72

Company P&L Bottom-up Advertising 72

Harvard Business Review

AUGUST 15, 2016

Many companies love customer feedback, but only a handful have devoted as much energy to employee feedback systems. “For every dollar spent on employee feedback, companies spend hundreds of dollars on customer feedback,” said Troy Stevenson, former vice president of customer loyalty at eBay, in a recent interview.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

JULY 25, 2017

“The MROI of social media activity often looks very high if you only count financial resources, but if you look at the human resources required to develop content and respond to consumers’ posts 24/7, the number goes down,” she says.

ROI 8

ROI Marketing Marketing Mix Short-term 8

Eric Jacobson

AUGUST 8, 2018

All aspects of business have been affected from technology to human resources to marketing. Check out her website at www.BrandingAndMore.net and her Blog at [link]. Guest Post: By Debbie Laskey There is no denying that social media has changed how brands communicate. Therefore, in today’s social climate, who owns a brand’s messaging?

Brand 50

Brand Tips Media Customer Loyalty 50

Harvard Business Review

AUGUST 5, 2014

McKinsey’s DataMatics 2013 survey shows that companies that use customer analytics extensively are more than twice as likely to generate above-average profits as those that don’t. To affect changes in culture, some CMOs are partnering more closely with human resources.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MARCH 31, 2016

VOI calculations, on the other hand, allow employers to examine the broader impact of programs and their impact on core priorities for their organization, which may include improved employee morale, talent attraction and retention, enhanced company loyalty and heightened customer loyalty.

Planning 8

Planning Incentives ROI Long-term 8

Harvard Business Review

OCTOBER 29, 2015

The rise of experimental evaluations within organizations — or what economists refer to as field experiments — has the potential to transform organizational decision-making, providing fresh insight into areas ranging from product design to human resources to public policy.

Hammer 8

Hammer Advertising How To Customer Loyalty 8

Harvard Business Review

JUNE 26, 2017

Your human resources aren’t trying to decipher what skills and behaviors will be needed in the future, or maintaining performance evaluation systems that are out of sync with your values. With a single, unifying drive behind both your culture and your brand, however, you reap the benefits of a focused and aligned workforce.

Brand 8

Brand Company Operations Merchandising 8