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. Simmons, Ph.D.

Heskett 96

Heskett P&L Customer Loyalty Succession 96

Harvard Business Review

MARCH 10, 2015

Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more. This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. Loyalty is a mutual investment, not just an exchange.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

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

NOVEMBER 15, 2010

Lack of Interaction : Along the lines of number one above, if executives, management, and staff don’t proactively seek your advice and input then you have a respect problem. However the healthier remedy is to find a trusted person of influence to intervene and help refine style, approach and methodology. I hope this helps Frode.

Loyalty 417

Loyalty Blog Leadership Brand 417

Strategy Driven

NOVEMBER 18, 2013

They’ve refined the buying process so far that they have precluded the words ‘quality’ and ‘value’ from the buying process AND they have taken the words productivity, ease of use, and morale out of the delivery process. The main goal of bidding is NOT get the best product. Nor, for the most part, do they care.

Proposal 58

Proposal Price Long-term Customer Loyalty 58

Strategy Driven

FEBRUARY 1, 2016

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

Open-book 50

Open-book Customer Loyalty Long-term Seminar 50

Strategy Driven

JULY 15, 2013

Talk to and meet with the people that USE your product or service. Who else is influenced by or involved with your product? Your weekly email about office productivity, communication, and morale will get passed around if it’s valuable – even forwarded to other professionals in other companies. Who are the users?

CRM 58

CRM Customer Loyalty Competitive Advantage Books 58

Harvard Business Review

JUNE 4, 2014

Executives we talk to assume that if they’re good managers, then being a good coach is like your shadow on a sunny day. This would be good news, if it were so, since more and more top executives are expecting managers to coach their subordinates. Nor is it a skill that is automatically acquired in the course of learning to manage.

Management 16

Management Customer Loyalty Advice Comparison 16

Strategy Driven

NOVEMBER 22, 2019

Designing a customer loyalty program is one of the most effective strategies to boost your business growth. It is organic and doesn’t require the same amount of resources or time as trying to locate and identify new customers. Use a Customer Feedback Loop. And that’s where the customer feedback loop comes in.

Customer Loyalty 16

Customer Loyalty Loyalty Discount Incentives 16

Strategy Driven

JULY 27, 2015

Better stated, how can you engage other people to become interested in you and your product or service? Dale Carnegie ( How to Win Friends and Influence People ) says by becoming interested in them. What is engagement? 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

NOVEMBER 8, 2010

This book will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services. As a leader and manager, you’ll learn how to use these tools to harness social interactions to improve your business and to create your own social nation.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

FEBRUARY 23, 2018

I have interviewed over 100 CEOs, C-suite executives, middle managers, and shop floor workers in more than 25 companies across the world to understand why most companies fail to embed sustainability in their business models and, also, what drives success among the handful that do.

Incubator 10

Incubator How To Real Estate Business Model 10

Strategy Driven

NOVEMBER 19, 2021

Today, the marketplace business is no more about massive catalogs of different categories of products. Instead, marketplaces are creating ecosystems for their customers. They are driving customers towards the business from all possible sides and earning customer loyalty by offering everything at one place on any channel.

Retail 113

Retail Supply Chain Software Marketing 113

Harvard Business Review

AUGUST 4, 2017

However it plays out, Amazon’s outreach exposed a digital divide in the consumer products world. 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.

Retail 8

Retail Brand Apparel Discount 8

Eric Jacobson

MAY 28, 2021

He takes you beyond product marketing, emotional marketing, digital marketing and mobile and social marketing, into what he terms quantum marketing. Go virtual and immersive with everything from VR-AR product demos to gamification. And an average consumer is a member of 15 loyalty programs -- many in competing categories.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Harvard Business Review

JULY 15, 2014

By comparing the CLV across customers, you can determine which are more or less profitable to you, thus segmenting your customer base. Knowing each customer’s profitability is the first step to managing them. This post adapted and reprinted material from Core Reading: Customer Management, HBP.

Discount 11

Discount Direct Marketing Present Value Customer Loyalty 11

Eric Jacobson

FEBRUARY 22, 2021

He takes you beyond product marketing, emotional marketing, digital marketing and mobile and social marketing, into what he terms quantum marketing. Go virtual and immersive with everything from VR-AR product demos to gamification. And an average consumer is a member of 15 loyalty programs -- many in competing categories.

Marketing 65

Marketing Loyalty Brand Customer Loyalty 65

Harvard Business Review

DECEMBER 29, 2011

First off, our most popular podcast this year was Justin Fox's interview with Bob Pozen, " Productivity Secrets of a Very Busy Man." We took a look at the (really) big picture with a chronology of how our definition of "good business" has changed over the last century, from company towns to wartime production to triple bottom lines.

Video 14

Video Porter Charisma Customer Loyalty 14

Strategy Driven

OCTOBER 17, 2018

Once upon a time, it would have been the quality of your product or service that made you stand out from the competition. Nowadays, however, the focus has shifted to the experience a brand is able to offer the customer throughout their journey. Understanding who your customers are will result in a deeper understanding.

Customer Loyalty 57

Customer Loyalty How To Media Loyalty 57

Strategy Driven

JANUARY 24, 2020

Today, the marketplace business is no more about massive catalogs of different categories of products. Instead, marketplaces are creating ecosystems for their customers. They are driving customers towards the business from all possible sides and earning customer loyalty by offering everything at one place on any channel.

Supply Chain 75

Supply Chain Retail Software Marketing 75

Harvard Business Review

APRIL 18, 2013

retailer Tesco built detailed profiles of customers and then used these insights and a flexible supply chain to customize their products and offers. Creating products and services for market segments of one (" mass customization ") isn''t easy. They''re using tailored suggestions to drive customer loyalty.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Harvard Business Review

AUGUST 5, 2014

That shift has created an increasingly commoditized product and service environment. Digital has removed barriers across sectors, even in old-line businesses known for “sticky” products, such as telecom and insurance. That’s a major missed opportunity according to Ian Ewart, Head of Products, Services & Marketing at Coutts. “I

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

OCTOBER 21, 2016

These require sophisticated, sustainability-based management. ” Improving risk management. ” Improving risk management. Managing risks therefore requires making investment decisions today for longer-term capacity building and developing adaptive strategies.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

SEPTEMBER 8, 2011

Once compensation depends on improving a particular score, people tend to focus on the metric rather than on what it tells you about what customers want or need. When you begin to quantify customer feedback, employees and managers may not know how to move them in the right direction.

Incentives 14

Incentives Metrics Sample Survey 14

Harvard Business Review

APRIL 3, 2015

But a recent experience made me question some of my assumptions about consumers, “influencers,” and the companies who can make a difference. The truth is, I assumed the scale of the response on social media plus my customer loyalty merited a response from the airlines. Did the airlines just not see the story?

Media 8

Media Airlines Travel Brand 8

Eric Jacobson

AUGUST 8, 2018

Even more important, all employees have become their own personal brands – some even major influencers – with their own fans and followers. Employees can post content to damage an employer’s brand, and customers can post content to damage a brand. Therefore, in today’s social climate, who owns a brand’s messaging?

Brand 50

Brand Tips Media Customer Loyalty 50

Strategy Driven

AUGUST 10, 2015

Lewyt (manufacturer of the Lewyt vacuum cleaner) Principle: Believe in your product and love it. Advertised it before production was finished. Created a demand in the market with no product (a market vacuum if you will pardon the pun). Lewyt said that having the best product is not enough. So will the world! Stay tuned….

Hotels 50

Hotels Advertising Customer Loyalty Follow-up 50

Joseph Lalonde

MARCH 14, 2018

When you’re pouring every spare minute into growing your business, taking a break to visit the gym often feels counter-productive. 3) Mental – My role as host of The Ziglar Show requires me to study the messages of today’s top world influencers, and it’s a dramatic gift. Just the two of us. Martin Himmel. Photo by Lua Valentia.

Succession 316

Succession Self-aware Learning-by-Doing Follow-up 316

Harvard Business Review

JULY 7, 2015

Here are a few examples of prediction problems in a business: Making personalized recommendations for customers. Forecasting long-term customer loyalty. For example, an online store might use a database of online purchases to build a helpful model for new customers. Anticipating the future performance of employees.

Sample 8

Sample Management Learning-by-Doing Long-term 8

Harvard Business Review

SEPTEMBER 10, 2014

” Choices about whether and how to use money to remedy social problems should be left to individuals, he argued, who would be in better position to provide it if they were not being in effect taxed by corporate managers who thought they had better ideas for how to spend it.

Supply Chain 12

Supply Chain Bureaucracy Short-term Agility 12

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. Take the issue of whether advertising is worth the cost.

Hammer 8

Hammer Advertising How To Customer Loyalty 8