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?” A profitable repeat customer?

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

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. It’s a resource, it’s a broadcast medium, it’s a vital recognition tool, it’s a reputation builder, and it’s free. New followers per day – 30-50. Here are 3.5 Have an objective and a strategy. Tweet that.

Open-book 50

Open-book Follow-up Customer Loyalty Reputation 50

Harvard Business Review

JULY 15, 2014

Many companies use a calculation called customer lifetime value (CLV) to determine how much a customer is worth in comparison with others. Here’s a basic definition: The amount of profit your company can expect to generate from a customer, for the time the person (or company) remains a customer (e.g., x number of years).

Discount 11

Discount Direct Marketing Present Value Customer Loyalty 11

Joseph Lalonde

MARCH 14, 2018

Even if it’s walking to the local market for lunch, or parking further away in a parking lot. The more I delight in His Word and letting it permeate into the fabric of my soul has given me the essential tools to build an unshakable foundation as a leader. John Jantsch of Duct Tape Marketing. Keep moving!

Succession 316

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

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

MAY 10, 2012

Net Promoter Score (NPS) is perhaps the best known customer loyalty tool around today, based on the entirely sound principle that the more customer promoters you have (i.e., By the way, not all referral customers are the same. Loyal customers who are disposed to refer business to you probably like you a lot.

Reference 12

Reference Telecommunications Survey Customer Loyalty 12

Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. Some are chief customer officers, chief experience officers, chief client officers, or chief digital officers. Clear, meaningful insight into the market and the consumer decision journey is job one for today’s CMO.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

APRIL 3, 2015

” These case studies are legendary among marketers. For marketers in the digital age, negative customer feedback that takes on a life of its own is a nightmare. And for customers, the notion that any of us can talk back to big companies and have our claims addressed feels like a dream. Motrin Moms. Dell “hell.”

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

DECEMBER 29, 2011

In this forward-looking item, we kicked off the year with a practical infographic tool to help executives identify which geographies to invest in — and which to avoid. Playing politics isn't a bad thing, argued Linda Hill and Kent Lineback in this video, if it gives you the influence you need to drive change. Audio podcast.

Video 14

Video Porter Charisma Customer Loyalty 14

Harvard Business Review

OCTOBER 21, 2016

Today’s executives are dealing with a complex and unprecedented brew of social, environmental, market, and technological trends. “Stranded assets” are investments that become obsolete due to regulatory, environmental, or market constraints. These require sophisticated, sustainability-based management.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

AUGUST 11, 2015

Facebook has similarly leveraged the News Feed for general purpose voter information tools on Election Day in the United States. We’re being introduced to a new lever of corporate influence on democracy. Facebook’s proven power to affect voting turnout alarmed some, but that concern was largely hypothetical.

Politics 8

Politics Real Estate Morale Business Model 8