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

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.

Retail 8

Retail Brand Apparel Discount 8

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

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

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 11

Discount Direct Marketing Present Value Customer Loyalty 11

Strategy Driven

OCTOBER 17, 2018

These should include text, email, and social media, depending on which your customer is most comfortable with. 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. Benchmarking and Evaluating.

Customer Loyalty 57

Customer Loyalty How To Media Loyalty 57

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

FEBRUARY 23, 2018

You can also consider the indirect effects of sustainability — using indicators like employee retention and customer loyalty rates — to make a continued business case for sustainability.

Incubator 10

Incubator How To Real Estate Business Model 10

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., After all, these are customers who've said they'd be highly likely to recommend SAP. Move beyond promoters to defenders.

Reference 13

Reference Telecommunications Survey Customer Loyalty 13

Harvard Business Review

JANUARY 19, 2011

It's not easy, but it can drive real innovation and new thinking, as well as build customer loyalty that maintains or grows market share. (I Car guru Chelsea Sexton , who knows more about the market for EVs than nearly anyone, says the Focus EV demo seriously impressed her and other influencers.

Strategy 15

Strategy PPM Long-term Short-term 15

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

DECEMBER 29, 2011

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. Turn Customers into Promoters. Fred Reichheld explained how to increase customer loyalty the way that Apple does. Oh look, a squirrel! Video interview. Audio podcast.

Video 15

Video Porter Charisma Customer Loyalty 15

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

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. But enhanced marketing capability, by itself, is not sufficient for gaining maximum customer intimacy.

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

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 10

P&L Banking Marketing Call Center 10

Harvard Business Review

OCTOBER 21, 2016

Building Customer Loyalty. When firms fail to establish good relationships with their stakeholders, it can lead to increased conflict and reduced stakeholder cooperation. This can disrupt a firm’s ability to operate on schedule and budget. ” Improving risk management. Some 62.4%

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

AUGUST 11, 2015

We’re being introduced to a new lever of corporate influence on democracy. Uber, Airbnb, Lyft, 23andMe, and other companies working around or, in some cases, outright ignoring existing regulations have found customer loyalty to be an asset in their conversations with lawmakers and regulators.

Politics 8

Politics Real Estate Morale Business Model 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

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

SEPTEMBER 10, 2014

In the shift, we are learning that an argument about the proper activities of managers can be logical, can be strongly argued, can influence decades of practice in the world’s largest corporations – and can still be plain, flat, dead wrong.

Supply Chain 13

Supply Chain Bureaucracy Short-term Agility 13

Harvard Business Review

JANUARY 28, 2015

Supplier relationships, brand identity, process coordination, customer loyalty, and many switching costs were all forms of information. The implications of that insight were becoming obvious for companies that sold information, like newspapers and encyclopedias. But every business is an information business, they stressed.

Porter 8

Porter Power Competitive Advantage Film 8