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 9

Discount Direct Marketing Present Value Customer Loyalty 9

Strategy Driven

OCTOBER 17, 2018

Younger age groups may prefer to use social media while those over 40 might prefer to call customer care. The industry you’re working in can also influence the channels you choose to use. Customer Experience Manager. Asking customer testimonial questions will help you to establish their needs, wants, and expectation.

Customer Loyalty 63

Customer Loyalty How To Media Loyalty 63

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. Most of us work to preserve the value of things we own.

Incubator 9

Incubator How To Real Estate Business Model 9

Harvard Business Review

DECEMBER 29, 2011

All this economic uncertainty has given managers more to cope with, and some of my favorite — and our most popular — multimedia tackled the perennial people-management challenges, whether the person in question is a direct report, a customer, or thine own self. Turn Customers into Promoters. Video interview.

Video 14

Video Porter Charisma Customer Loyalty 14

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

Harvard Business Review

APRIL 18, 2013

Helping customers includes offering information to make their buying process easier, as, for instance, Netflix and Amazon do with their product recommendations. They''re using tailored suggestions to drive customer loyalty. Companies know far more about their customers by analyzing all the data they collect on them.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

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

Joseph Lalonde

MARCH 14, 2018

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. My regular reviews of these simple documents keep me on track when things get tough. Each day the first thing I do is review the upcoming day’s schedule, key goals, and meeting.

Succession 316

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

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. billion in mining projects since 2010.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 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. To have the influence to help set business strategy for the company, CMOs need to translate customer insights into terms meaningful to senior leadership.

P&L 9

P&L Banking Marketing Call Center 9

Harvard Business Review

JULY 7, 2015

However, every variable in the data gets its own column, too, and we can now collect so much data on every customer – purchase history, browser history, mouseclicks, text from reviews – that the data are usually wide as well, to the point where there are even more columns than rows. Forecasting long-term customer loyalty.

Sample 8

Sample Management Learning-by-Doing Long-term 8

Harvard Business Review

OCTOBER 29, 2015

Make a list of all of the internal data related to the outcome you would like to influence and when you will need to do the measurements. Say you’re launching a new cosmetics product, and you want to know which type of packaging leads to the highest customer loyalty and satisfaction. Perform a data audit.

Hammer 8

Hammer Advertising How To Customer Loyalty 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 10

Supply Chain Bureaucracy Short-term Agility 10