Chart Your Course

AUGUST 14, 2012

They are realizing if employees and managers are unhappy, they are going to leave. 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.”

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?”.

Loyalty 50

Loyalty Open-book Customer Loyalty Ethics 50

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

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. That's how it's done at Apple stores.

Tactics 14

Tactics Customer Loyalty Survey Loyalty 14

Harvard Business Review

APRIL 19, 2016

Complicating matters further, consumers expect one brand account to contain responses to all kinds of needs, including marketing information and customer service. But marketing managers simply are not trained to deal with questions or complaints about service, product performance, or other nonmarketing requests.

Media 8

Media Marketing Software Human Resources 8

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 71

Company P&L Bottom-up Advertising 71

Harvard Business Review

FEBRUARY 15, 2012

Given the unrelenting pace of change surrounding organizations in virtually every industry, companies are looking for executives who know how to innovate and introduce change, not simply caretakers who can manage the status quo. Senior management doesn't really encourage innovation, you'll hear. They won't let me take risks."

Innovation 15

Innovation Merchandising How To Proposal 15

Harvard Business Review

JUNE 26, 2017

Rarely do people point to encouraging employees to disagree with their managers, as Amazon does, or firing top performers, as Jack Welch did at GE. 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.

Brand 8

Brand Company Operations Merchandising 8

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

JULY 25, 2017

While MROI is not usually public information, managers can use published financial statement data to estimate MROI for a competitor. “In principle, managers should try to estimate the full cost of the marketing activity, including creative development, media spend, and customer-facing staff time.”

ROI 8

ROI Marketing Marketing Mix Short-term 8

Harvard Business Review

AUGUST 15, 2016

The linked system consisted of two short surveys — one sent to employees and the other to customers — right after a transaction. Many companies love customer feedback, but only a handful have devoted as much energy to employee feedback systems. Insight Center. Measuring Marketing Insights. Turning data into action.

Survey 8

Survey Retail System Automotive 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

MARCH 31, 2016

Worse yet, they’ll sometimes hire different vendors to address different issues – lifestyle coaches, employee assistance counselors, case and disease management vendors, nurse lines, occupational health and safety experts, workers’ compensation specialists, disability managers, organizational development consultants, you name it.

Planning 8

Planning Incentives ROI Long-term 8

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. That means plotting and, in many cases, reformulating processes to create a smooth and satisfying customer experience.

P&L 10

P&L Banking Marketing Call Center 10