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 70

Company P&L Bottom-up Advertising 70

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

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 15

Innovation Merchandising How To Proposal 15

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

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. Customer journeys are complex and crisscross the organization. To affect changes in culture, some CMOs are partnering more closely with human resources.

P&L 10

P&L Banking Marketing Call Center 10