Chart Your Course

OCTOBER 27, 2014

A recent Bain Capital Customer Loyalty study found that consumers are four times more likely to do business with a company that provides good customer service versus a competitor that offers a lower price. Regardless of where you sit on this issue, it’s safe to say customer retention is important to every business.

Quality 182

Quality Succession White Paper Customer Loyalty 182

LDRLB

APRIL 13, 2020

We know purpose-driven companies have a lower cost of customer acquisition, longer tenure of customer loyalty, and higher net promoter scores. Or how about this one: “Undisputed marketplace leadership.” And how are we defining leadership? But mission statements aren’t really providing that purpose.

Mission Statement 120

Mission Statement Motivation Long-term Customer Loyalty 120

Chart Your Course

AUGUST 14, 2012

Great Customer Service is Not Grumpy, Grouchy or Gross. Most businesses spend more time and energy trying to find new customers than retaining and making their current ones happy. If you take care of your customers they tell their friends about your business and will in the long run end up spending more money.

Newsletter 154

Newsletter CRM Customer Loyalty Collins 154

LDRLB

APRIL 13, 2020

We know purpose-driven companies have a lower cost of customer acquisition, longer tenure of customer loyalty, and higher net promoter scores. Or how about this one: “Undisputed marketplace leadership.” And how are we defining leadership? But mission statements aren’t really providing that purpose.

Mission Statement 78

Mission Statement Motivation Long-term Customer Loyalty 78

Strategy Driven

DECEMBER 21, 2015

In a survey conducted by a BIG benefits management company (a management and human resource consulting firm), they asked 365 CEO’s and sales management executives, “What are the three key factors that separate high performing sales professionals from moderate to low performing sales professionals?”. Same with referrals.).

Loyalty 50

Loyalty Open-book Customer Loyalty Ethics 50

Strategy Driven

JANUARY 5, 2015

My good friend, Sandy Carter, is one of IBM’s General Managers, and their social selling evangelist. Sandy fed me some support data from their recently published IBM’s 2014 Business Tech Trends Report. Mobile is not an option – it’s an imperative. 24-7-365 is the new 9-5.

Competitive Advantage 50

Competitive Advantage Trends Bottom-up Loyalty 50

Strategy Driven

APRIL 15, 2013

I’m an outside salesman who spends countless hours filling in itineraries, CRM notes, and reports. What else could a manager want? Sounds like it’s your manager that needs to make more calls and increase his activity. You’re an idiot who knows nothing about leadership, coaching, or creating winners.

CRM 50

CRM Customer Loyalty Seminar Follow-up 50

Strategy Driven

MARCH 10, 2014

It revolves around self-assessment, an agreed-upon game plan of action, measurable results, and an overall spirit that includes individual work, teamwork, and remarkable leadership. Then customers get angry and tell other potential customers through social media, or some form of online reporting like Trip Advisor or Angie’s List.

Collins 53

Collins Customer Loyalty Reputation Competitive Advantage 53

Strategy Driven

JULY 21, 2014

.’ Your job as a salesperson is to figure out how your presentation can culminate with the words ‘fair enough’ and that there’s enough perceived value in your presentation for the customer to say, “Yes, that’s fair enough.”. It’s where your sales are! The old way or the new way? It’s really not a choice anymore.

Customer Loyalty 67

Customer Loyalty Competitive Advantage Seminar Books 67

Strategy Driven

JANUARY 19, 2015

I read a report yesterday stating that 70% of all sales systems and sales initiatives fail. I have no idea who created that number (personally, I use 74% for all my statistical reports), but the point is clear. FORTH FAILURE: Senior management has not endorsed or used the process. Are you being forced to sell someone else’s way?

System 50

System Process Open-book Customer Loyalty 50

Strategy Driven

MAY 30, 2016

And it’s a report card on how well you’re doing. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES! Or not doing.

Advice 50

Advice Proposal Customer Loyalty Seminar 50

Strategy Driven

JUNE 30, 2014

If you’re lacking in these four areas it’s your relationship report card, and loss of sales or profit, or both. Assertive salespeople go for the customer. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM!

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

Strategy Driven

JULY 15, 2013

If you’re blind-sided by the news, that’s a report card, too. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

CRM 58

CRM Customer Loyalty Competitive Advantage Books 58

Strategy Driven

MARCH 9, 2015

Recording your presentation will reveal every blemish, every error, every weakness, and give you a report card on your effectiveness. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM! How persuasive it was.

Audience 50

Audience Customer Loyalty Competitive Advantage Books 50

Strategy Driven

MAY 21, 2012

Paul, Managing your time is not the answer. The person that leads the committee, or even the person that he or she reports to, are the two people that you should be establishing relationships with because they control the outcome. Relate Articles: Leadership Inspirations – Foolish Questions. Best regards, Paul.

Committee 56

Committee Advertising Customer Loyalty Simon 56

Strategy Driven

DECEMBER 2, 2013

Dear Jeffrey, My company delivers mobile dictation and transcription service to field workers in IT and health care, saving these people time in reporting. How would you approach the market of sales professionals and sales management? Lately I have been promoting the service to sales professionals. Do I need two different approaches?

Real Estate 50

Real Estate CRM Ryan Open-book 50

Harvard Business Review

JANUARY 12, 2017

In a world hungry for great leadership, these are just a few of the questions that too many leaders seem incapable of answering. I first encountered the term last year, in an intriguing interview with a CEO named Victor Ho, cofounder of a customer loyalty company that has raised more than $100 million in venture funding.

Schein 8

Schein McKinsey Venture Funding Customer Loyalty 8

Harvard Business Review

SEPTEMBER 22, 2011

TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Pep Boys, a US auto parts store chain, reports in its proxy statement that customer metrics are now an important part of its executive compensation system. Organized learning.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

JUNE 16, 2014

DaVita’s “wildly spirited nationwide meeting, in which thousands of employees celebrate awards, mourn the death of patients, and connect with the emotional side of their work, is truly something to behold,” reports one journalist. Reward inspirational leadership as much as effective task management. Managing people Motivation'

Customer Loyalty 11

Customer Loyalty Human Capital Wilde Health Care 11

Harvard Business Review

AUGUST 16, 2012

In fact, when we asked marketers to think about the information they used to make a recent decision, they said that more than half of the information came from their previous experience or their intuition about customers. MORE ON CUSTOMER INTELLIGENCE. Pin Down Your Customer Intelligence Objectives.

Marketing 15

Marketing Customer Loyalty Metrics Loyalty 15

Harvard Business Review

MAY 29, 2012

telling a manager to maximize current profits, market share, future growth profits, and anything else one pleases will leave that manager with no way to make a reasoned decision. In effect it leaves the manager with no objective.". It is logically impossible to maximize in more than one dimension at the same time.

Short-term 14

Short-term Long-term Objective Customer Loyalty 14

Harvard Business Review

NOVEMBER 4, 2014

According to CIO Dieter Haban , whose team identified the idea and led product development, “the innovation combines telematics, mobility, central mission control, big data analytics, and a seamless process from the truck to the driver, fleet manager, and ultimately to an authorized service outlet.”. Build and share a transformative vision.

Engineering 8

Engineering CIO Disruptive Innovation Uncertainty 8

Harvard Business Review

NOVEMBER 4, 2014

According to CIO Dieter Haban , whose team identified the idea and led product development, “the innovation combines telematics, mobility, central mission control, big data analytics, and a seamless process from the truck to the driver, fleet manager, and ultimately to an authorized service outlet.”. Build and share a transformative vision.

Engineering 8

Engineering CIO Disruptive Innovation Uncertainty 8

Harvard Business Review

MARCH 7, 2014

With a technology focus, you might manage to launch a successful breakthrough, but your success will be short-lived because sustaining a technological advantage today is so difficult. Over time customers learn exactly what the brand stands for and come to trust that the brand will deliver it every time. McDonald’s, the $27.5

Brand 8

Brand Short-term Long-term Customer Loyalty 8

Harvard Business Review

AUGUST 7, 2017

Recruited from outside the organization, she faced multiple problems: The business was losing money, costs were bloated, customer loyalty was fading, and key talent was defecting. ” Others would blame their antiquated technology’s inability to generate reliable reports. One asked, “Are you calling me a liar?”

Reference 12

Reference Customer Loyalty Budgeting Morale 12

Harvard Business Review

MARCH 31, 2016

To tackle these questions, our respective organizations (the Transamerica Center for Health Studies and the Institute for Health and Productivity Studies at the Johns Hopkins Bloomberg School of Public Health) prepared a report, “ From Evidence to Practice: Workplace Wellness that Works.” Leadership commitment and support.

Planning 8

Planning Incentives ROI Long-term 8

Strategy Driven

FEBRUARY 9, 2015

Accounting can play a major role in customer loyalty. Internal happiness creates customer happiness. Return on leadership. Social media is the new “satisfaction” survey or report. Return on value messages offered to customers on a consistent basis. When it’s with a customer! Return on morale.

ROI 50

ROI Customer Loyalty Airlines Loyalty 50

Harvard Business Review

AUGUST 15, 2016

The linked system consisted of two short surveys — one sent to employees and the other to customers — right after a transaction. Many companies love customer feedback, but only a handful have devoted as much energy to employee feedback systems. Instead, work backwards from the customer experiences you want to understand.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

JULY 3, 2015

Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Supporters: These customers are aware of your company and brand, and buy from you consciously. Evaluate your leadership team’s openness to co-creation as well. Your customers are waiting.

CRM 8

CRM Brand Business Model Intangible Assets 8

Strategy Driven

JUNE 29, 2015

If you wanna have a great year, try to give every major customer one referral a month. When you ask for a referral and don’t get one, that’s a report card. Attitude , The Little Green Book of Getting Your Way , The Little Platinum Book of Cha-Ching , The Little Teal Book of Trust , The Little Book of Leadership , and Social BOOM!

CRM 50

CRM Customer Loyalty Competitive Advantage Books 50

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

Harvard Business Review

MARCH 14, 2016

That’s not just a hunch — among public companies since 1990, returns to shareholders were three times greater at firms where the founder is still part of the management team. ” The lesson for other companies: Neither your customers nor your employees want you to do everything well. Focus is undemocratic.

Company 8

Company Hotels Supply Chain Long-term 8