Leading Blog

JULY 25, 2016

It is hard to let go of the thinking behind some of the management tools we still use today. David Burkus reports on a number of seemingly radical management ideas in Under New Management. Putting employees first may be the best way to serve the needs of the customer. He also tackles the question: Are managers necessary?

Management 150

Management Customer Loyalty Loyalty Policies 150

Lead Change Blog

FEBRUARY 4, 2020

Welcome to the February 2020 Leadership Development Carnival! We’re excited to share posts from leadership experts from around the globe on the topics of communication, development, engagement, team building, and more. Diana explains: “The ability to delegate is a key leadership competency. Communication. Good question.

Leadership Development 268

Leadership Development Development Leadership Simon 268

HR Digest

AUGUST 11, 2023

The importance of ethics in human resource management cannot be overstated. Strategies to Promote HR Ethics Now that we have explored the significance of ethics in human resource management, let’s delve into practical strategies that HR teams can employ to promote ethical practices within their organizations.

Human Resources 98

Human Resources Ethics Resources Management 98

Great Leadership By Dan

JANUARY 23, 2020

Imagine: a leader who knows how to gain efficiencies, decrease costs, increase employee retention, and inspire customer loyalty based on taking another’s point of view? Now, the types of leadership qualities that show up on list after list are there for good reason. This is the power of empathy at work. The POWER of Empathy?

Power 306

Power How To Leadership Customer Loyalty 306

N2Growth Blog

DECEMBER 8, 2023

Understanding the Role of a Chief Commercial Officer In the complex world of corporate leadership, a Chief Commercial Officer (CCO) holds a pivotal role. This position is often seen as the linchpin of a company’s commercial strategy, controlling marketing, sales, and customer service efforts to achieve optimal success.

Trends 347

Trends Business Model Execution Marketing 347

Eric Jacobson

SEPTEMBER 27, 2015

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the new, must-read book , Evergreen.

Customer Loyalty 50

Customer Loyalty Loyalty How To Content 50

Lead from Within

FEBRUARY 15, 2024

By fostering a culture of AI innovation, organizations position themselves to create groundbreaking solutions that address evolving customer needs and drive market leadership. Organizations that embrace AI can deliver personalized experiences that foster customer loyalty and drive revenue growth.

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Organization Development Succession Customer Loyalty 160

Eric Jacobson

JANUARY 17, 2015

"Today''s customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the new, must-read book , Evergreen. Customer Loyalty Customer Service Eric Jacobson on Leadership and Management Evergreen Leadership Noah Fleming'

Customer Loyalty 50

Customer Loyalty Loyalty How To Content 50

Eric Jacobson

FEBRUARY 7, 2019

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. that: a slow response to a customer complaint triggers fear and anger. They also say in their book, Now.Build A Great Business!

Customer Loyalty 50

Customer Loyalty Loyalty Open-book Books 50

Lead Change Blog

AUGUST 7, 2019

Purpose, or an underlying company philosophy, not only drives strategic change, but also encourages customer loyalty and employee engagement. In order to succeed, leaders must be willing to discard old ways of thinking and detrimental business habits?and and recognize their blind spots. Listen in as Jim and Rich ( Root Inc.

Webinar 240

Webinar Customer Loyalty Politics Human Resources 240

Leading Blog

APRIL 8, 2020

Your team has to know what your “ forever promise ” is—the organization’s commit-ment to customers that justifies customer loyalty. I’ve observed companies panicking and doing anything they can to manage short-term cash—and destroying hard-earned relationships at lightning speed.

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Crisis Short-term Customer Loyalty Long-term 330

The Practical Leader

JULY 6, 2021

The L-word makes many managers squirm. These are the same managers loudly pronouncing goals of higher employee engagement and increased customer loyalty. They’ll often use another L-word — leadership — in ignorance of how their loveless orientation is rooted in pessimism and fear.

Leadership 75

Leadership Customer Loyalty Letter Loyalty 75

Lead Change Blog

OCTOBER 4, 2017

Customers simply have too many choices to take their business elsewhere. Customer loyalty, on the other hand, is the perfect antidote to fickle consumers who will bail on you at the first minor hiccup. Focus on adding strategies that foster customer loyalty and consistently exceed their expectations.

Customer Loyalty 228

Customer Loyalty Forrester Loyalty McKinsey 228

Tanveer Naseer

AUGUST 16, 2011

Daniel is the IBM Professor of Regulation and Competitive Practices at the Kellogg School of Management at Northwestern University and the director of the Ford Motor Company Center for Global Citizenship. Such misconceptions can lead to severe management mistakes in a crisis situation. The following is a guest post by Daniel Diermeier.

Crisis Management 211

Crisis Management Crisis Management Reputation 211

Kevin Eikenberry

MARCH 15, 2018

Managing people is complex, amazing and messy. Carol Sanford challenges they way we think about leadership and best practices. The post The Regenerative Business with Carol Sanford appeared first on Kevin Eikenberry on Leadership & Learning. She tasks leaders […]. She tasks leaders […].

Customer Loyalty 101

Customer Loyalty Loyalty Innovation Books 101

Lead Change Blog

DECEMBER 20, 2018

Yet, if you’re like any managers today, you just don’t do it as well or as frequently as you would like. At the same time, managers across industries, regions, and levels uniformly report a moderate to severe lack of competence, comfort, and confidence in themselves in regards to this critical job expectation. You know it’s good.

Customer Loyalty 241

Customer Loyalty Human Capital Career Webinar 241

Brigette Hyacinth

NOVEMBER 20, 2020

Sadly many organizations prefer these managers because they seem to be on top of, and in control of everything. Decreased Productivity – When a manager is constantly looking over their employees’ shoulders, it can lead to a lot of second-guessing and paranoia, and ultimately leads to dependent employees. Steve Jobs.

Micromanagement 98

Micromanagement Customer Loyalty Competitive Advantage Short-term 98

Lead on Purpose

NOVEMBER 9, 2013

Perhaps a manager is present to take care of the problem, or maybe you have to wait for a phone call; either way, neither you nor the employee are pleased with the lack of progress during your interaction. Managers are asked to carry a lot of responsibility in the workplace. Empowered Employees Ease Managerial Stress.

Delegation 229

Delegation Leadership Customer Loyalty Morale 229

Lead Change Blog

OCTOBER 4, 2017

Customers simply have too many choices to take their business elsewhere. Customer loyalty, on the other hand, is the perfect antidote to fickle consumers who will bail on you at the first minor hiccup. Focus on adding strategies that foster customer loyalty and consistently exceed their expectations.

Customer Loyalty 150

Customer Loyalty Forrester Loyalty McKinsey 150

Joseph Lalonde

JANUARY 3, 2023

Have Talent Management Practices. Part of that involves having talent management practices so you can properly oversee and actually manage your employees. You should encourage feedback on your leadership, as well as the business as a whole. Giving deals for existing customers. It’ll be more profitable for you.

Succession 156

Succession Word of Mouth Marketing Talent Management Learning-by-Doing 156

N2Growth Blog

NOVEMBER 15, 2010

One of a leader’s most important functions is to create an environment where trust and loyalty are the rule and not the exception. In today’s post I’ll examine the value of loyalty as it relates to leadership. Leadership and loyalty go hand-in-hand.

Loyalty 417

Loyalty Blog Leadership Brand 417

N2Growth Blog

MAY 3, 2017

So, it’s essential for leadership teams to pinpoint and honestly assess these capabilities. Response: Is the management team accessible? Forecasting Capabilities: How well does the leadership team know the industry? Customer Loyalty: Is the firm preferred among its customers?

Strategy 243

Strategy Company Strategic Planning Market Segmentation 243

Eric Jacobson

FEBRUARY 8, 2014

Customer Feedback Customer Loyalty Customer Retention Customer Service Eric Jacobson on Leadership and Management Leadership Books'

Customer Loyalty 93

Customer Loyalty Loyalty Follow-up Books 93

Mark Sanborn

AUGUST 31, 2022

The person I talked to said he would pass my feedback on to the “District Manager.” There are many kinds of bad service and many reasons it happens, but among the worst is rude and indifferent behavior that doesn’t just communicate the customer or client isn’t appreciated, but that they’re not welcome.

How To 76

How To Customer Loyalty Loyalty Politics 76

Eric Jacobson

NOVEMBER 1, 2014

In your leadership role, it''s vital that your team members know how to deliver excellent customer service. Part of delivering excellent customer service is saying "Thank You" to your customers and knowing when to say "Thank You". Knock Your Socks Off " type service as book editor Ann Thomas and Jill Applegate would say.

Customer Loyalty 89

Customer Loyalty Loyalty Power Books 89

Eric Jacobson

APRIL 7, 2014

He is a keynote speaker and consultant on customer service issues, the customer experience, and company culture. Customer Loyalty Customer Retention Customer Service Eric Jacobson on Leadership and Management' He previously co-authored the bestselling, Exceptional Service, Exceptional Profit.

Customer Loyalty 85

Customer Loyalty Loyalty Tips Consultative 85

ExactHire - Leadership

MAY 19, 2022

10% boost in customer loyalty. Engaged workforces experienced: 81% less absenteeism. 41% fewer quality defects. 18% increase in productivity. 23% increase in profitability. Work cultures today need to be friendly, family-oriented, caring, and supportive.

Absenteeism 97

Absenteeism Customer Loyalty Software Teamwork 97

CoachStation

AUGUST 26, 2022

The risk of not getting leadership and culture ‘right’ are significant. It’s about understanding how important leadership and engagement are. Yet, too often managers see them as negotiable. Gallup estimates that managers account for at least 70% of the variance in employee engagement across business units.

Motivation 130

Motivation McKinsey Attrition Influence 130

Steve Farber

SEPTEMBER 28, 2017

But, surprisingly enough, committees were a big key in making some dramatic internal changes that have taken OAC from a company its leadership team knew was great to one that’s also now recognized by employees, clients, and outsiders for excellence in its culture and its services.

Committee 65

Committee Leadership Customer Loyalty Loyalty 65

Eric Jacobson

JANUARY 30, 2014

Provide regular customers with discounts. Customer Loyalty Customer Retention Customer Service Eric Jacobson on Leadership and Management' Thanks Bank of America and SCORE Association for these ideas from your Small Business Basics handbook.

Customer Loyalty 82

Customer Loyalty Handbook Loyalty How To 82

Eric Jacobson

JUNE 21, 2014

So, lead your team to : Respond quickly to customer complaints Refuse to defend or make excuses Offer to make the customer happy immediately Be open and honest Tell the truth and tell it as soon as you know it Bottom-line.assume that anything you do or say will become public knowledge quickly.

Customer Loyalty 91

Customer Loyalty Loyalty How To Open-book 91

Chart Your Course

OCTOBER 2, 2012

They are realizing if employees and managers are unhappy, they are going to leave. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” Happiness has created unparalleled customer loyalty to the extent 80% of their customers return to purchase again. No excuses.

Customer Loyalty 189

Customer Loyalty Human Resources Insurance Loyalty 189

Chart Your Course

MARCH 4, 2013

If businesses take the time to invest in their employees and allow them to build relationships with their customers, they will see the rewards in greater profitability, customer loyalty and employee engagement. Managers need leadership training that equips them to succeed. Equip your staff.

Cost 206

Cost Customer Loyalty Loyalty Training 206

Harvard Business Review

FEBRUARY 22, 2024

In the modern competitive business environment, innovative social initiatives offer a unique avenue for growth, customer loyalty, and employee engagement, often overlooked by organizations. These programs not only revitalized brand images and increased public trust, but also significantly boosted sales and customer engagement.

Brand 22

Brand Execution Customer Loyalty Loyalty 22

Leading Blog

DECEMBER 5, 2012

Here, McBean shares the importance of leadership: Being a leader sounds like a great thing to be -- and it certainly is. But here is the rub: though the word "leadership" gets tossed around a lot, real, productive leadership is still very uncommon. Sure, leadership can be more complicated than this.

Automotive 285

Automotive Customer Loyalty Open-book Definition 285

Eric Jacobson

AUGUST 2, 2014

Customer Feedback Customer Loyalty Customer Retention Customer Satisfaction Customer Service Customers Eric Jacobson on Leadership and Management Steve Curtin'

Customer Loyalty 85

Customer Loyalty Loyalty Cost Energy 85

Lead Change Blog

SEPTEMBER 1, 2015

Taking a large, national chain that had decreased in popularity for various reasons over a number of years and once again winning customers’ loyalty: extremely difficult. I think it’s really important to look at leadership as not just another step up the career ladder, but a opportunity to give back using your own unique set of skills.

Resources 150

Resources Customer Loyalty Open-book Commitment 150