Eric Jacobson

OCTOBER 7, 2022

“My interviews with well over 200 executives across 18 firms revealed the secrets of these companies—not the usual facile frameworks, but new ways of thinking about business that allow leaders and companies to operate with heightened passion, urgency, and clarity,” shares Gulati. “I I call this, deep purpose.”

How To 94

How To Customer Loyalty Operations Objective 94

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. So he formed some committees, and that solved everything.

Committee 65

Committee Leadership Customer Loyalty Loyalty 65

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

Skip Prichard

OCTOBER 3, 2022

They make sure to embed their purpose in the very operating system of their organizations. Deep purpose leaders understand that this way of operating will inevitably lead to short-term trade-offs among stakeholders, including customers, employees, suppliers, investors and society at large. . ” -Ranjay Gulati.

Short-term 113

Short-term How To Long-term Operations 113

Skip Prichard

AUGUST 16, 2021

And, yet, great customer service keeps customers coming back. Quality products that don’t break build customer loyalty. It is this sort of operational excellence that needs to work hand-in-hand with a strong digital front-end to deliver great products and services. Rob Siegel. Photo credit: Akshay Nanavati.

Strategy 140

Strategy Venture Capitalist Innovation Company 140

Eric Jacobson

DECEMBER 6, 2022

“My interviews with well over 200 executives across 18 firms revealed the secrets of these companies—not the usual facile frameworks, but new ways of thinking about business that allow leaders and companies to operate with heightened passion, urgency, and clarity,” shares Gulati. “I I call this, deep purpose.”

How To 65

How To Customer Loyalty Operations Objective 65

Great Leadership By Dan

JULY 2, 2015

Make the Customer Leadership Executive an Officer of the Company Ensure that the CCO is at a peer level of the leaders of the organization. After initiating the CCO role, it’s important to establish the working relationship between the company leadership and the CCO.

CEO 120

CEO Succession Customer Loyalty Tactics 120

Eric Jacobson

JULY 5, 2022

“My interviews with well over 200 executives across 18 firms revealed the secrets of these companies—not the usual facile frameworks, but new ways of thinking about business that allow leaders and companies to operate with heightened passion, urgency, and clarity,” shares Gulati. “I I call this, deep purpose.”

How To 65

How To Customer Loyalty Operations Objective 65

Jesse Lyn Stoner Blog

MAY 21, 2012

There is a direct relationship between clear values and success in terms of employee retention, customer loyalty, and long-term profitability. If your team operates a cruise ship, safety needs to be a core value. Don’t wait for senior leadership.

Customer Loyalty 226

Customer Loyalty Long-term Chemicals Bottom-up 226

Eric Jacobson

FEBRUARY 7, 2022

“My interviews with well over 200 executives across 18 firms revealed the secrets of these companies—not the usual facile frameworks, but new ways of thinking about business that allow leaders and companies to operate with heightened passion, urgency, and clarity,” shares Gulati. “I I call this, deep purpose.”

How To 65

How To Customer Loyalty Operations Objective 65

Eric Jacobson

FEBRUARY 4, 2015

Are you absolutely sure every employee in sales, production, operations, marketing, etc., is not using these words, even inadvertently, in front of your customers? Customer Loyalty Customer Retention Customer Satisfaction Customer Service Eric Jacobson on Leadership and Management Harvey Mackay'

Customer Loyalty 50

Customer Loyalty Loyalty Advice Operations 50

Harvard Business Review

JULY 17, 2012

In our experience, the key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. If, however, a policy does prevent them from satisfying the customer's request, they can't simply tell the customer no.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Skip Prichard

OCTOBER 20, 2020

That cash must equal at least three to six months operating expenses. When you manage your company’s operations by net profit per hour rather than percentages, you determine true cost and true profit. What are some ways to generate customer loyalty to encourage predictable revenue streams? ” -Ruth King.

Loyalty 131

Loyalty Long-term Bottom-up Proposal 131

Harvard Business Review

JULY 17, 2012

In our experience, the key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. If, however, a policy does prevent them from satisfying the customer's request, they can't simply tell the customer no.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

N2Growth Blog

JANUARY 3, 2011

This isn’t rocket science, rather it’s just plain-old, good leadership. Following are five representative tips that will help you recognize the need for a reengineering initiative: Unusual declines in revenue, margin, market-share, customer loyalty, or brand equity.

Restructuring 288

Restructuring Blog CEO Brand 288

LDRLB

APRIL 13, 2020

We know that they have greater profitability, not just because they’re performing better but because customers respond to purpose-driven organizations. We know purpose-driven companies have a lower cost of customer acquisition, longer tenure of customer loyalty, and higher net promoter scores. Is it for the industry?

Mission Statement 120

Mission Statement Motivation Long-term Customer Loyalty 120

LDRLB

APRIL 13, 2020

We know that they have greater profitability, not just because they’re performing better but because customers respond to purpose-driven organizations. We know purpose-driven companies have a lower cost of customer acquisition, longer tenure of customer loyalty, and higher net promoter scores. Is it for the industry?

Mission Statement 78

Mission Statement Motivation Long-term Customer Loyalty 78

N2Growth Blog

SEPTEMBER 4, 2011

A leader’s message has a direct impact on their personal and corporate brand equity, how they manage a crisis, marketing initiatives, investor relations, press and public relations, team building and employee engagement, customer loyalty and virtually any other mission critical area of chief executive responsibility.

Audience 291

Audience Chief Executive Officer Media Content 291

Strategy Driven

JUNE 27, 2016

How does the manual feed operate?” “Do Make certain that your customer feels totally at ease about all elements of purchase and operation, including the equipment and the operation of your business. Let me show you some of our other products and how they can help you.”. Specific products or service questions.

Price 51

Price Customer Loyalty Seminar Cost 51

Chart Your Course

AUGUST 14, 2012

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. 2) Deploy a leadership strategy. Creating “happiness” is not just an altruistic thing to do.

Newsletter 165

Newsletter Insurance Class Workshop 165

Coaching Tip

FEBRUARY 23, 2012

The answer is for organizations to develop the institutional frameworks to replace traditional structures and forms of governance and establish a more human operating system in which governance, culture and leadership systems are harmonized and synchronized. 4) Seek to inspire, not just motivate. 7) Scale your values.

How To 110

How To Airlines Media Innovation 110

Eric Jacobson

FEBRUARY 17, 2019

Are you absolutely sure every employee in sales, production, operations, marketing, etc., is not using these words, even inadvertently, in front of your customers? MacKay writes, "Common sense, thorough research and sound advice should allay your fears to a reasonable level." Take a moment.

Advice 50

Advice Operations Marketing Productivity 50

Eric Jacobson

SEPTEMBER 3, 2018

How to move your organization from operational focus to strategic agility, getting the right balance of alignment and autonomy, and ensuring top-level support. The communications are intended for the team members themselves, not for managers to inspect and control the progress of the team,” adds Denning.

Agility 50

Agility How To Short-term Goal 50

Strategy Driven

NOVEMBER 13, 2013

Dig hard into your operation to see what’s wrong. One toxic employee can destroy years of customer loyalty. One toxic employee can chase dozens of customers away every day. Management & Leadership business management Steve Blue strategydriven' Maybe it is finally time to work on that golf game.

Price 92

Price Innovation Incentives Learning-by-Doing 92

Joseph Lalonde

JANUARY 3, 2023

You should encourage feedback on your leadership, as well as the business as a whole. While this takes some time and effort, it’s much easier than constantly looking for new customers, and should have a positive effect on your dealership’s bottom line. 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

Harvard Business Review

NOVEMBER 22, 2017

For every company wrestling with evolutions in its strategy, success depends as much on matching the operating model to those evolutions as it does on the soundness of the strategy itself. But exactly how do today’s companies create or update an operating model to match adaptations or wholesale changes in strategy?

Strategy 8

Strategy Company Banking Apparel 8

Harvard Business Review

SEPTEMBER 19, 2017

For every “shared value” example of an energy-saving initiative that reduces operational costs, or of a social investment that enhances customer loyalty, one can find a less comfortable result. They are less subject to short-term operational pressures, and accordingly less risk-averse.

Ethics 14

Ethics Short-term Long-term Supply Chain 14

Harvard Business Review

DECEMBER 14, 2011

When asked which elements of workplace commitment most benefit daily operations, companies ranked culture at 80 percent and recruitment/retention at 70 percent. Competitiveness, customer loyalty, innovation, and productivity — while critical to daily operations — trailed behind with each under 20 percent.

Company 17

Company Heskett Ryan Audience 17

Harvard Business Review

AUGUST 9, 2016

Erich Joachimsthaler, author of Brand Leadership: Building Assets in an Information Economy and Hidden in Plain Sight: How to Find and Execute Your Company’s Next Big Growth Strategy , says that marketing organizations now have access to the tools they need to integrate data and create a 360-degree view of customers.

Content 8

Content Customer Loyalty Loyalty Competitive Advantage 8

Strategy Driven

NOVEMBER 8, 2010

Social media and community collaboration bring many benefits, including brand-building, customer loyalty and retention, cost reductions, improved productivity, and revenue growth. Pitfall #7: Neglecting employees, partners, investors, or customers when building your Social Nation.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

SEPTEMBER 22, 2011

More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. In most larger companies, you'll need to generate roughly 200+ responses per operating unit per period. Organized learning.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

MARCH 7, 2014

A sales focus fails to deliver a profitable market leadership position because it favors short-term revenue growth and customer acquisition over sustainable margins and customer loyalty. These disparate efforts have compromised operational excellence.

Brand 8

Brand Short-term Long-term Customer Loyalty 8

Harvard Business Review

FEBRUARY 15, 2012

She, like a number of executives within the company, knew that a few major customers were becoming more powerful and demanding as their annual purchases from the company grew. However, senior-level decision makers want to make sure that you have the leadership "gear" to introduce change when circumstances call for it.

Innovation 16

Innovation Merchandising How To Proposal 16

Harvard Business Review

NOVEMBER 4, 2014

By capturing information that formerly was available only from an in-person diagnostic test, Daimler Trucks North America creates customer loyalty and reduces risk for commercial drivers. The service gives drivers confidence, and that’s important for a driver who operates alone, often hundreds of miles from home.

Engineering 9

Engineering CIO Disruptive Innovation Uncertainty 9

Harvard Business Review

NOVEMBER 4, 2014

By capturing information that formerly was available only from an in-person diagnostic test, Daimler Trucks North America creates customer loyalty and reduces risk for commercial drivers. The service gives drivers confidence, and that’s important for a driver who operates alone, often hundreds of miles from home.

Engineering 9

Engineering CIO Disruptive Innovation Uncertainty 9

Harvard Business Review

OCTOBER 28, 2014

Regardless, Tesco’s collective failures feel operational, organizational and cultural. More than any other retailer of scale, Tesco had committed to customer research, analytics, and loyalty as its marketing and operational edge. Information & technology Leadership Retail' This isn’t simply bad luck.

Retail 8

Retail Loyalty Supply Chain Discount 8

Harvard Business Review

APRIL 29, 2013

Rather than framing the challenge as one of building a better churn model, they will look to improve their understanding of the customers behind the data. What kinds of products or types of communication are going to increase customer loyalty? This approach works well in business.

Analysis 8

Analysis Storytelling Brainstorming Telecommunications 8