Harvard Business Review

MAY 17, 2012

Considering the sponsors, it's sort of like the Army reporting that what we really need is more battleships. The surveys provide a steady stream of data on customer attitudes and probable behaviors. And they use it the way other companies use financial reports — to inform operational and investment decisions.

Customer Loyalty 13

Customer Loyalty Loyalty CEO Intellectual Capital 13

Harvard Business Review

OCTOBER 24, 2016

Small startup firms are already developing proprietary technologies — such as machine vision, deep learning, and other innovations —– that could help large investors evaluate opportunities and risks with far greater accuracy and efficiency than was previously possible. But right now that’s not happening.

Operations 8

Operations Intangible Assets Venture Capitalist Hedge 8

Harvard Business Review

JANUARY 19, 2011

The hybrid Prius was a legitimate business home run (2 million sold), and it helped both differentiate Toyota's brand as the market innovator and propel Toyota to unprecedented profits. As I explored Ford's fascinating sustainability report (and how often do those words go together?) It's heretical.

Strategy 15

Strategy PPM Long-term Short-term 15

Harvard Business Review

AUGUST 14, 2012

As early as 1994 Neal Stephenson was envisioning the era of Big Data, and how it might change the work of a market researcher. Dick, of course, gave us the billboards of Minority Report , recognizing and calling out personalized offers to people on the street. MORE ON CUSTOMER INTELLIGENCE. Should You Listen to the Customer?

Stephenson 10

Stephenson Customer Loyalty Wilde Loyalty 10

Harvard Business Review

JUNE 16, 2014

Look at DaVita, a market leader in providing dialysis treatments for kidney patients. 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.

Customer Loyalty 11

Customer Loyalty Human Capital Wilde Health Care 11

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. There are many options.

Brand 8

Brand Short-term Long-term Customer Loyalty 8

Harvard Business Review

FEBRUARY 23, 2018

For example, at financial services company ING, an issue deemed “material” to their view of sustainability related to financing a variety of “sustainable transitions” in industries such clean technology, real estate and others. billion, prompting them to revisit the goal.

Incubator 9

Incubator How To Real Estate Business Model 9

Harvard Business Review

OCTOBER 21, 2016

Today’s executives are dealing with a complex and unprecedented brew of social, environmental, market, and technological trends. McKinsey reports that the value at stake from sustainability concerns can be as a high as 70% of earnings before interest, taxes, depreciation, and amortization.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

AUGUST 15, 2016

. “For every dollar spent on employee feedback, companies spend hundreds of dollars on customer feedback,” said Troy Stevenson, former vice president of customer loyalty at eBay, in a recent interview. Measuring Marketing Insights. Instead, work backwards from the customer experiences you want to understand.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

APRIL 18, 2013

employers report having difficulty filling key roles. A 2012 Pricewaterhouse Coopers survey found that 60% of CEOs did not believe they had the talent they needed to be successful, and one in four had to delay or forego market opportunities and strategic initiatives because they didn''t have the right talent. The inverse is also true.

Cooper 8

Cooper Customer Loyalty Storytelling Career 8

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. Track the performance of your co-creative customers and the value they add.

CRM 8

CRM Brand Business Model Intangible Assets 8