Harvard Business Review

JULY 17, 2012

In our customer strategy work at Bain & Company , executives frequently express similar fears, often in far more colorful language. They worry that that their service employees will forgive fees, fail to enforce policies, and spend too much time with their customers. In fact, they're often right.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

N2Growth Blog

JANUARY 3, 2011

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. That is the question that many a business is forced to ask at some point during their life cycle.

Restructuring 305

Restructuring Blog CEO Brand 305

Coaching Tip

FEBRUARY 23, 2012

What will employees rely on to guide their interactions with customers now that they can communicate with them 24/7? A system of governance via rules and policies only tells employees what they can and cannot do; think of a restrictive social media policy that dictates what employees can and cannot type or tweet.

How To 110

How To Airlines Media Innovation 110

Harvard Business Review

OCTOBER 24, 2016

But almost none of these institutional-investment giants have any policies in place for monitoring or engaging with the startups who are creating next-generation investment technologies. As a result of this deepening disruption, the ways in which companies are valued and capital gets allocated could change forever.

Operations 8

Operations Intangible Assets Venture Capitalist Hedge 8

N2Growth Blog

NOVEMBER 15, 2010

Revolving Door : If you either can’t attract or retain tier-one talent, you are not an effective leader who has earned the respect and loyalty of your team…In fact, upon closer examination you’ll find that you probably don’t have a team.

Loyalty 417

Loyalty Blog Leadership Brand 417

Joseph Lalonde

JANUARY 3, 2023

For more information on contributing a post, please see our contributing policies. Foot traffic would’ve been high, and customers would’ve been buying regularly. 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.

Succession 156

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

Harvard Business Review

FEBRUARY 17, 2012

She also receives a goodwill discount voucher of 10% as part of the store's customer loyalty initiative. Increasingly, deshoppers are operating in packs when returning goods, suggesting that the activity is becoming organized. Comprehensive, consistent, and manageable policies and processes. Watchfulness.

Retail 13

Retail Mass Marketing Customer Loyalty Discount 13

Harvard Business Review

JUNE 7, 2016

Operations in a Connected World. Since the launch of its program, Best Buy changed its policy to add a $25 fee for recycling old televisions in order to keep the program going. Build a culture of collective values with customers. Insight Center. Sponsored by Accenture.

Company 8

Company Apparel Incentives Retail 8

Harvard Business Review

APRIL 18, 2013

Creating products and services for market segments of one (" mass customization ") isn''t easy. The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. They''re using tailored suggestions to drive customer loyalty. Collaboration Marketing Operations'

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

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.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

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. Juliano Howard T. Dickens Jr.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

AUGUST 15, 2016

Many companies love customer feedback, but only a handful have devoted as much energy to employee feedback systems. “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.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

MARCH 31, 2016

It is first and foremost about creating a way of life in the workplace that integrates a total health model into every aspect of business practice, from company policies to everyday work activities. A healthy company culture is built intentionally. There are a few simple ways to start doing this.

Planning 8

Planning Incentives ROI Long-term 8

Harvard Business Review

AUGUST 11, 2015

Many of the companies inserting politics into their user experience operate popular social platforms themselves. Uber, Airbnb, Lyft, 23andMe, and other companies working around or, in some cases, outright ignoring existing regulations have found customer loyalty to be an asset in their conversations with lawmakers and regulators.

Politics 8

Politics Real Estate Morale Business Model 8

Harvard Business Review

AUGUST 16, 2016

One was increased customer loyalty, since customers feel more involved in the development process, and presumably their needs and requests get woven into the product along the way. Most large companies are populated more by skilled operators than by innovators hunting for underserved markets or new business opportunities.

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