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

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 is responsible for product development, innovation and creativity need to be core values. If your team operates a cruise ship, safety needs to be a core value.

Customer Loyalty 226

Customer Loyalty Long-term Chemicals Bottom-up 226

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

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

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

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

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

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

Chart Your Course

AUGUST 14, 2012

Great places to work are more productive and more profitable than their peers. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” 2) Deploy a leadership strategy.

Newsletter 165

Newsletter Insurance Class Workshop 165

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

Strategy Driven

JUNE 27, 2016

Questions about productivity. Productivity is a little bit more subtle. Price plus productivity equals cost. Price plus productivity equals cost. Productivity is a key ingredient in your differentiation. What other products do you carry?” “How Specific products or service questions.

Price 51

Price Customer Loyalty Seminar Cost 51

Coaching Tip

FEBRUARY 23, 2012

The companies that develop the deepest connections will generate more value for their customers and employees (and shareholders). As social media helps shift power to individual citizens and employees, leadership itself must shift with it. 4) Seek to inspire, not just motivate. 5) Invest in culture rather than governance.

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

Strategy Driven

NOVEMBER 13, 2013

Dig hard into your operation to see what’s wrong. Productive conflict should be. But just be sure it is the productive kind. Product development has been a little slow for a while. The company used to crank out new products all the time. But that’s OK, because the customer expects product improvements.

Price 92

Price Innovation Incentives Learning-by-Doing 92

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

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

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. How do you know that recent growth resulted from greater public trust in a product, not a competitor’s screw-up?

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

Strategy Driven

NOVEMBER 8, 2010

Social Nation : How to Harness the Power of Social Media to Attract Customers, Motivate Employees, and Grow Your Business by Barry Libert It’s time to join Social Nation and prosper! That is to say, you’re not going to prosper if your products and services are designed solely by folks on the inside.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

FEBRUARY 15, 2012

Fortunately, demonstrating your skills in this area doesn't demand that you singlehandedly develop a new breakthrough product or revise the company's overall business model. Lynn headed up a product management unit for a large consumer products company.

Innovation 16

Innovation Merchandising How To Proposal 16

Harvard Business Review

AUGUST 23, 2016

These increases will seriously affect low-wage employers such as retailers and restaurants, which means investors should be asking some tough questions to see which low-wage employers in their portfolios will benefit from the wage hikes and which will lose: How are you increasing your labor productivity? There are three possible approaches.

Retail 8

Retail Cost Price Process 8

Harvard Business Review

APRIL 29, 2013

What kinds of products or types of communication are going to increase customer loyalty? The company may try a new communication channel, new packaging, and perhaps even change features of the product itself. Like many telcos this company is trying to woo customers through customized marketing communications and offers.

Analysis 8

Analysis Storytelling Brainstorming Telecommunications 8

Joseph Lalonde

MARCH 14, 2018

I asked each of these leaders a single question about healthy leadership: What healthy habits do you attribute to your success as a leader? Discover a healthy leadership habit of @MichaelHyatt at Click To Tweet. Check out these healthy habits of #leadership experts @MichaelHyatt, @MarkTimm, and @48DaysTeam Click To Tweet.

Succession 316

Succession Self-aware Learning-by-Doing Follow-up 316

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

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.”. This cuts down the time tremendously.”

Engineering 9

Engineering CIO Disruptive Innovation Uncertainty 9

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

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.”. This cuts down the time tremendously.”

Engineering 9

Engineering CIO Disruptive Innovation Uncertainty 9

Harvard Business Review

DECEMBER 19, 2016

Pursuing cost leadership versus differentiating for value. On one hand, pure cost-based strategies are now rarely viable because the forces of automated production, mass customization, global supply chains, direct channels, networked devices, etc., Leadership is changing — fast. Manage costs — or add value?

CEO 8

CEO Supply Chain Disruptive Innovation P&L 8

Harvard Business Review

AUGUST 5, 2014

That shift has created an increasingly commoditized product and service environment. Digital has removed barriers across sectors, even in old-line businesses known for “sticky” products, such as telecom and insurance. That’s a major missed opportunity according to Ian Ewart, Head of Products, Services & Marketing at Coutts. “I

P&L 11

P&L Banking Marketing Call Center 11

Harvard Business Review

JULY 3, 2015

However, they do not promote your brand and they may switch easily to other products. Promoters: These customers frequently purchase your products or services and are very loyal. Let’s look at three companies that leveraged digital capabilities to build customer co-creation into their business models.

CRM 8

CRM Brand Business Model Intangible Assets 8

Strategy Driven

FEBRUARY 9, 2015

‘Return on Investment’ (ROI) in business is predicated on the ability of the company to deliver as promised in product, profit, and its accompanying service. Provide specific and customized empowerment service training for everyone in the company (what is EACH employee allowed to do and say to a customer?).

ROI 50

ROI Customer Loyalty Airlines Loyalty 50

Harvard Business Review

SEPTEMBER 27, 2016

” After all, CEOs don’t actually build factories or sell products. At Indian consumer products company CavinKare, the thumb is “Whatever a rich man enjoys, the common man should be able to afford, and our job is to find a way to solve this.” It’s written right into your title. This is poppycock.

CEO 8

CEO Class Chief Executive Officer Strategy 8

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

Harvard Business Review

DECEMBER 17, 2014

Our work with dozens of companies teaches us that individuals on the leadership team often have very different targets in mind. With target in hand (if possible), your next step is developing your best estimate of how much potential exists within your current products and services. Calculating organic growth.

Innovation 9

Innovation Company Venture Capitalist Business Model 9

Strategy Driven

OCTOBER 5, 2012

Civic service is the ultimate way to steer heir apparents toward the leadership track. No entity can operate without affecting or being affected by its communities. Potlache is a higher level of understanding of the business that breeds loyalty and longer-term support. Community Relations. When they are leaving an area.

Loyalty 62

Loyalty Bottom-up Strategic Planning Bond 62

Harvard Business Review

AUGUST 16, 2016

.” And yet the lean startup methodology, born in Silicon Valley as a way for startups to tune in to customer needs with limited resources, has been gaining major momentum inside big companies like General Electric, Alaska Airlines, Telefonica, 3M, and W.L. Show customers barely-working products with rough edges?

Company 8

Company Airlines Ries Survey 8

Harvard Business Review

JUNE 26, 2017

If your culture and your brand are driven by the same purpose and values and if you weave them together into a single guiding force for your company, you will win the competitive battle for customers and employees, future-proof your business from failures and downturns, and produce an organization that operates with integrity and authenticity.

Brand 8

Brand Company Operations Merchandising 8