Strategy Driven

OCTOBER 1, 2012

I recently had a WOW experience that completely coincides with your philosophy on customer loyalty versus satisfaction. Amazon’s actions breed return on proactive, memorable service – the WOW factor, social response, and customer word of mouth. They’re still in the Stone Age measuring ‘ROI.’ Quality and value.

Loyalty 50

Loyalty Marketing Customer Loyalty ROI 50

Harvard Business Review

DECEMBER 14, 2011

To better understand the ROI, my company, Burson-Marsteller, teamed up with the Great Place to Work Institute to ask senior executives from top-ranked companies about the value of a positive work environment. 70 percent of respondents ranked customers as the most important external audience to understand this crucial point.

Company 17

Company Heskett Ryan Audience 17

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