Lead Change Blog

FEBRUARY 4, 2020

Jeff Evans of Designed Learning shared Influencing Without Direct Control. What I want is influence with others so that I am heard, and my ideas are utilized.” Check out these four ethical tests—and see how you can influence others for the better.” Communication. I believe our search for power is the wrong search.

Leadership Development 268

Leadership Development Development Leadership Simon 268

CEO Blog

MARCH 22, 2012

I read Laurence Vincent's book - Brand Real - How Smart Companies Live Their Brand Promise and Inspire Fierce Customer Loyalty. I like to think I am a sophisticated consumer who is not influenced by marketing and brand. Like reputation - it can be invaluable and like reputation, it can be easily destroyed. Brand does also.

Brand 162

Brand Franchising Customer Loyalty Reputation 162

LDRLB

MAY 19, 2011

But I love the conclusion the study suggests about the link between employee performance and customer loyalty – a major principle of the Service-Profit Chain. One thing the authors suggest that is really interesting is that loyal customers can have an effect on how well these service employees do their job.

Heskett 96

Heskett P&L Customer Loyalty Succession 96

HR Digest

AUGUST 11, 2023

The Transformative Power of Ethical HR In a world where customer loyalty and employee retention are increasingly influenced by ethical considerations, HR teams have the opportunity to shape the success and reputation of their organizations.

Human Resources 98

Human Resources Ethics Resources Management 98

Harvard Business Review

MARCH 10, 2015

This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. So serious customer-centric organizations and innovative marketers are decreasingly asking, “How do we make our customers more loyal? Those answers aren’t obvious.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

CoachStation

AUGUST 26, 2022

They then speculate unemployment will rise to 4% by 2024 in the wake of the economic slowdown influenced by rate hikes. As a leader you are obligated to develop your skills to influence and support each and every team member. Choice and effort influence engagement. Overall wellbeing influences life at work.

Motivation 130

Motivation McKinsey Attrition Influence 130

Strategy Driven

AUGUST 4, 2021

You can use influencer collaborations and paid ads to generate more sales for your business. There are several email marketing strategies that you can use to acquire new customers and build customer loyalty. Nowadays, it’s rare to find someone without a Facebook or Instagram account.

CRM 71

CRM Call Center Price Incentives 71

N2Growth Blog

SEPTEMBER 4, 2011

Great leaders understand the power, influence, and leverage created by relevant messaging. Perhaps more importantly, no relevance erodes influence (real or perceived). By Mike Myatt , Chief Strategy Officer, N2growth. When was the last time you bothered to read, watch, or listen to a message that wasn’t relevant to your needs?

Audience 294

Audience Chief Executive Officer Media Content 294

Strategy Driven

AUGUST 14, 2013

The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.

Innovation 58

Innovation Strategy Customer Loyalty Loyalty 58

N2Growth Blog

JANUARY 3, 2011

Following are five representative tips that will help you recognize the need for a reengineering initiative: Unusual declines in revenue, margin, market-share, customer loyalty, or brand equity. Even if the above areas are not yet in decline, but you are witnessing unusually slow growth or zero growth you still have a problem.

Restructuring 289

Restructuring Blog CEO Brand 289

Lead from Within

AUGUST 9, 2016

Build a relationship with your customers and clients and serve them well. Customer loyalty is always priceless, so make your customers partners in your mission, and always give them more than they expect. What can you do, how will you influence, where will you make a difference? To serve our employees.

Customer Loyalty 60

Customer Loyalty Commitment Fashion Workshop 60

Strategy Driven

NOVEMBER 22, 2019

When you have repeat customers and genuine loyalty, you know that what you have to offer is just what your customer base is looking for. Designing a customer loyalty program is one of the most effective strategies to boost your business growth. Use a Customer Feedback Loop. You know where you’re pitching.

Customer Loyalty 16

Customer Loyalty Loyalty Discount Incentives 16

Strategy Driven

MAY 16, 2016

While you may believe that you determine your own philosophy, much of it is pre-determined or influenced by your home environment during childhood. After that, it’s up to you to seek influencers and mentors. People who impact the way you think, and create the motivation that drives your actions. Gitomer and Buy Gitomer.

Succession 52

Succession Education Mentor Customer Loyalty 52

Skip Prichard

JUNE 26, 2019

In other cases, a company might build an in-demand product or service but struggle to execute to customer expectations. Poor customer service is a killer of customer loyalty. If the overall experience doesn’t please and excite the customer, a company is hard-pressed to outsize its strategy.

Strategy 78

Strategy SWOT Company Customer Loyalty 78

Strategy Driven

APRIL 18, 2016

…to Napoleon Hill who also said, “Think twice before you speak, because your words and influence will plant the seed of either success or failure in the mind of another.”. . …to Dale Carnegie who said, “It isn’t what you have or who you are or where you are or what you are doing that makes you happy or unhappy.

Succession 50

Succession Customer Loyalty Seminar Books 50

Strategy Driven

FEBRUARY 1, 2016

Dale Carnegie ( How to Win Friends & Influence People ) says by becoming genuinely interested in them. What is engagement? Better stated, how can you engage other people to become interested in you and your product or service? And he’s partially right. Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer. About the Author.

Open-book 50

Open-book Customer Loyalty Long-term Seminar 50

Strategy Driven

MAY 12, 2014

Maybe that’s why Hill’s Think and Grow Rich and Carnegie’s How to Win Friends & Influence People have been on bestseller lists for 70 years. Pretty cool, eh? These books aren’t 70 years old, rather they were 70 years ahead of their time. The first chapter ends the same way it began. With one sentence of immortal wisdom. About the Author.

Customer Loyalty 52

Customer Loyalty Competitive Advantage Books Seminar 52

Strategy Driven

FEBRUARY 29, 2016

A mind closed tightly against all negative and discouraging influences, including negative suggestions of relatives, friends and acquaintances. A definite purpose backed by burning desire for its fulfillment. A definite plan, expressed in continuous action. Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer. About the Author.

Definition 50

Definition Cooper Absenteeism Customer Loyalty 50

Strategy Driven

JULY 27, 2015

Dale Carnegie ( How to Win Friends and Influence People ) says by becoming interested in them. What is engagement? Better stated, how can you engage other people to become interested in you and your product or service? And he’s partially right. This philosophy gives the advantage to someone else - your competitor. About the Author.

Open-book 50

Open-book Customer Loyalty Long-term Competitive Advantage 50

Strategy Driven

APRIL 22, 2013

Twitter is intended for you to inform with value, influence, brand, and (on occasion) to converse or respond, not chit-chat. In less than two hours I had 9 new followers, and 43 re-tweets or favorites that reached (influenced) MORE than 75,000 people. New followers per day – 30-50. Here are 3.5 Have an objective and a strategy.

Open-book 50

Open-book Follow-up Customer Loyalty Reputation 50

Strategy Driven

NOVEMBER 18, 2013

The only people likely to influence change of modification are C-level executives. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Proposal 58

Proposal Price Long-term Customer Loyalty 58

Strategy Driven

APRIL 1, 2013

All of them are based around the 75-year-old business book classic, How To Win Friends and Influence People. If you’re really interested in better communication skills, take a course in it. Dale Carnegie ( www.dalecarnegie.com ) offers the best programs. It doesn’t get any better than that. Reprinted with permission from Jeffrey H.

Customer Loyalty 50

Customer Loyalty Skills Seminar Books 50

Strategy Driven

APRIL 23, 2012

GOOD NEWS IS: You can influence both your image and your reputation with your CONSISTENT PERFORMANCE. The reason I’m harping on speaking and writing is because they are the foundation of the two most important elements of your success: image and reputation. Everyone wants to have a great image. Everyone wants to have a great reputation.

Reputation 66

Reputation Open-book Customer Loyalty Seminar 66

Strategy Driven

OCTOBER 22, 2012

Dale Carnegie, author of the 70-year bestseller, How to Win Friends and Influence People , nailed it in 1915 when he penned his most dominant principle, “Any fool can criticize, condemn, and complain (and most fools do).”. There should be a law that says all criticism must be followed by a solution, an answer, a resolve, or an idea.

Customer Loyalty 56

Customer Loyalty Seminar Short-term Learning-by-Doing 56

Strategy Driven

JULY 15, 2013

Who else is influenced by or involved with your product? Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

CRM 58

CRM Customer Loyalty Competitive Advantage Books 58

Eric Jacobson

JULY 2, 2019

It teaches you how to influence others in an authentic, helpful way – using a program and process that you can begin using today. Whether you are new to sales or a sales veteran, this book is a must-read. It’s practical, concise and clear. And one that you’ll learn to enjoy.

How To 50

How To Long-term System Learning-by-Doing 50

Strategy Driven

NOVEMBER 4, 2013

UNLESS somebody in your family, somebody in your circle of friends, or somebody in your circle of influence knows someone up high at those big companies. Stuart, You’re not going to land those people without years worth of trying, banging your head against the wall, seeing their ad agency, and doing all kinds of other stuff.

CRM 58

CRM Advertising Customer Loyalty Competitive Advantage 58

Strategy Driven

NOVEMBER 12, 2012

How to Win Friends and Influence People by Dale Carnegie. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Books 56

Books Open-book Benchmarking Godin 56

Harvard Business Review

MAY 25, 2018

Influence vs. Affluence. We see peer influence as a growing force in determining where consumers spend money and what attracts them to brands. Stop resting on comfortable assumptions about the strength of your brands, your customer loyalty scores, or current success. Tap influence.

Disintermediation 8

Disintermediation Mass Marketing Retail Brand 8

Eric Jacobson

MAY 28, 2021

You say that marketers have got consumer loyalty all wrong. And an average consumer is a member of 15 loyalty programs -- many in competing categories. The concept of customer loyalty needs to evolve. We move away from striving to win and keep customers, to a new era of winning each transaction and interaction.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Eric Jacobson

FEBRUARY 22, 2021

You say that marketers have got consumer loyalty all wrong. And an average consumer is a member of 15 loyalty programs -- many in competing categories. The concept of customer loyalty needs to evolve. We move away from striving to win and keep customers, to a new era of winning each transaction and interaction.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Harvard Business Review

FEBRUARY 13, 2013

This is usually calculated as the expected net profit attributed to purchases during the entire relationship between a business and its customer. The company is better off offering a discount today, because that will likely increase the customer's loyalty, and loyalty increases the CLV.

Advertising 8

Advertising Discount Media Customer Loyalty 8

Harvard Business Review

AUGUST 4, 2017

Patagonia secures customer loyalty through its “Worn Wear” website, where environmentally-conscious consumers can purchase secondhand clothing at a discount and trade their own used duds for gift certificates. On top of that, the online world is tough for brands to influence. Look for measures that matter.

Retail 8

Retail Brand Apparel Discount 8

Harvard Business Review

JULY 15, 2014

The math behind CLV is not something you can do on a cocktail napkin, but the interactive illustration below can calculate it for you — and help you understand how the various elements of the calculation influence the final number. Note: There are multiple ways to calculate CLV. This interactive illustration shows you one way.).

Discount 10

Discount Direct Marketing Present Value Customer Loyalty 10

Harvard Business Review

JUNE 4, 2014

Our own empirical evidence echoes myriad studies in finding that effective coaching raises employee commitment and engagement, productivity, retention rates, customer loyalty, and subordinates’ perception of the strength of upper-level leadership. A desire to give advice or to aid in discovery.

Management 16

Management Customer Loyalty Advice Comparison 16

Harvard Business Review

OCTOBER 5, 2011

Video testimonials are a terrific advertisement for your business, demonstrating vividly to potential customers how you've helped others like them (here are some nice examples ).

Cialdini 13

Cialdini Customer Loyalty Long-term Newsletter 13

Harvard Business Review

SEPTEMBER 8, 2011

When you begin to quantify customer feedback, employees and managers may not know how to move them in the right direction. Until your team has some sense of control and influence over the outcomes, a compensation system based on a new score may seem unfair or arbitrary. Poor understanding of links between scores and behaviors.

Incentives 14

Incentives Metrics Sample Survey 14