Lead Change Blog

DECEMBER 20, 2018

Developing talent is also recognized as one of the most significant drivers of employee engagement, which in turn is the key to the business outcomes you seek: revenue, profitability, innovation, productivity, customer loyalty, quality, cycle time reduction, and more—everything organizations need to survive and thrive.

Customer Loyalty 241

Customer Loyalty Human Capital Career Webinar 241

The Horizons Tracker

AUGUST 26, 2019

The researchers examine four key performance indicators to assess the impact of wellbeing investment: customer loyalty, employee productivity, profitability, and employee turnover. Staff were also found to be significantly more productive, with all of this resulting in higher profitability levels.

ROI 71

ROI Customer Loyalty Loyalty Maturity 71

Joseph Lalonde

NOVEMBER 6, 2022

For more information on contributing a post, please see our contributing policies. In a world where customers can easily take their business elsewhere, it’s more important than ever to focus on providing excellent customer experiences. Touchpoints are any interactions between a customer and a company.

Word of Mouth Marketing 206

Word of Mouth Marketing Brand Goal Customer Loyalty 206

HR Digest

AUGUST 11, 2023

Non-retaliation policies should be communicated clearly, and employees should feel confident that their voices will be heard and actions will be taken to address ethical issues. Accountability and Reporting Mechanisms: Encouraging Transparency Creating a culture of accountability is crucial for maintaining ethical standards.

Human Resources 98

Human Resources Ethics Resources Management 98

Strategy Driven

MARCH 15, 2023

Give Different Incentives Attracting more customers also involves giving them different incentives so that they are motivated to buy from your store. It’s not uncommon for retail stores to introduce customer loyalty programs – examples include Amazon Prime and Starbucks Rewards – or use marketing tools, e.g., ReferralCandy.

Retail 95

Retail Tips Succession Management 95

Steve Farber

MARCH 13, 2017

But kindness also generates more customers, greater connectivity, new prospects, forgiveness for your mistakes, and higher employee and customer loyalty … all things that lead to increases in revenues and profits. Audit Your “Life Happens” Policies.

P&L 99

P&L Company Hotels Policies 99

Strategy Driven

MARCH 1, 2021

You can add customers’ success stories, testimonials, trust badges, social media numbers, or anything else that will make you look like a trustworthy business. Be transparent with your policies and ensure that the user is clear about your return and exchange policies. Premium Customer Service.

Succession 74

Succession Marketing Strategy Audience Brand 74

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 15

Customer Loyalty Loyalty Banking Call Center 15

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

The Horizons Tracker

AUGUST 18, 2019

The researchers examine four key performance indicators to assess the impact of wellbeing investment: customer loyalty, employee productivity, profitability, and employee turnover.

Customer Loyalty 66

Customer Loyalty Education Loyalty ROI 66

Women on Business

DECEMBER 8, 2010

Building Customer Loyalty Building customer loyalty by being loyal to them. Employee Brand Differentiation Differentiating oneself in the workforce today may hold the key. When is a “brand&# not just a brand? Any business person worth their salt will tell you that. Is Your Business Style on Target? Post by Jane K.

Brand 237

Brand Press Release Discount Loyalty 237

Eric Jacobson

APRIL 5, 2022

The authors explain that business leaders should: Inspire teams to embrace a customer purpose, and enable their teams' success by allocating sufficient time, education, and resources to accomplish this mission.

Strategy 81

Strategy Open-book Morale Technology 81

Women on Business

DECEMBER 2, 2010

Building Customer Loyalty Building customer loyalty by being loyal to them. Any business person worth their salt will tell you that. Employee Brand Differentiation Differentiating oneself in the workforce today may hold the key.

Brand 215

Brand Press Release Discount Customer Loyalty 215

Tanveer Naseer

AUGUST 16, 2011

Other important issues that need to be considered are damage to a company’s reputation, its supplier relationships, its effect on customer loyalty, its potential damage on employee morale, and its relationship to regulators, to name just a few. Managers need to balance those effects and integrate them into their strategy choice.

Crisis Management 189

Crisis Management Crisis Management Reputation 189

Strategy Driven

OCTOBER 21, 2013

Do you understand it’s ALL about customer loyalty (not customer satisfaction)? If you use the word ‘policy,’ you have broken the law. Loss of reputation AND loss of customer. Your ability to help them in a timely manner, and serve them memorably, determines your reputation and your fate. Start there.

Customer Loyalty 63

Customer Loyalty Reputation Loyalty Competitive Advantage 63

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. Even if the above areas are not yet in decline, but you are witnessing unusually slow growth or zero growth you still have a problem.

Restructuring 305

Restructuring Blog CEO Brand 305

Coaching Tip

FEBRUARY 23, 2012

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. Southwest’s culture and values — rather than any policies or procedures — gives rise to this type of employee connection-forging.

How To 110

How To Airlines Media Innovation 110

Strategy Driven

MAY 23, 2016

Maybe a bunch of sentences containing the word policy, and an inability to understand that just because they’re out of an item, doesn’t mean you don’t still want it or need it, and will likely go to their competition to get it. Typically, you get a mechanical welcome, someone feebly says, “can I help you?” Gitomer and Buy Gitomer.

Company 50

Company Advertising Merchandising Retail 50

Strategy Driven

JULY 27, 2015

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! Corporate Cultures – Why Policies Don’t Match Actions.

Open-book 50

Open-book Customer Loyalty Long-term Competitive Advantage 50

Strategy Driven

APRIL 25, 2016

It’s interesting to note that more than 74% of people who quit their job do so because of bad boss or bad company policies. And then there’s the boss, who has to tell his other people why the salesperson quit. Standard reasons, better opportunity or more money. Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

Customer Loyalty 50

Customer Loyalty Motivation Seminar Self-aware 50

Strategy Driven

MARCH 4, 2013

That’s our policy…. Or worse, they become defensive, even rude, when a customer expresses frustration or anger as a reaction to what happened. They’re doing what they were trained to do, and say what they were trained to say. I’m just doing my job…. They don’t pay me to think…. I’m just a peon…. Gitomer and Buy Gitomer.

Airlines 50

Airlines Loyalty Customer Loyalty Training 50

Strategy Driven

MAY 14, 2012

LOYALTY REALITY: Every aggravation, complaint, concern, discussion, or question posed by a customer is a huge, FREE, opportunity to improve your business by a factor of WOW – and for little or no money. Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer. About the Author.

Course 56

Course Loyalty Customer Loyalty Quality 56

Strategy Driven

SEPTEMBER 16, 2013

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! Corporate Cultures – Why Policies Don’t Match Actions.

360-Degree Feedback 74

360-Degree Feedback Leadership Open-book Customer Loyalty 74

Strategy Driven

OCTOBER 14, 2013

“We were trained to greet and treat customers in a different way,” said one of the agents. You know – smile, chat, be friendly, thank customers as you look them in the eye, and not use certain unfriendly words and phrases like ‘policy’ and ‘all set.’”. There’s a concept. Yes, I boarded the plane happily and on time.

Airlines 58

Airlines Open-book Customer Loyalty Competitive Advantage 58

N2Growth Blog

NOVEMBER 15, 2010

There are some organizations, business, and leaders who have an expectation that loyalty is a blind loyalty and that it does not preclude any behavioral example from them.

Loyalty 417

Loyalty Blog Leadership Brand 417

Strategy Driven

AUGUST 20, 2012

The same way trading of shares of stock and insurance policies were turned upside down with the Internet, the same way the iPod changed the way music is played, distributed, and sold, the same way Amazon and eBay became the world’s department store – so will your market evolve. AKA: sales. Reprinted with permission from Jeffrey H.

Open-book 50

Open-book Customer Loyalty Seminar Books 50

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. By acknowledging the problem in customer and staff communications the chances of abusing genuine customers can be reduced and deshoppers may even be shamed into changing their minds before making a return.

Retail 13

Retail Mass Marketing Customer Loyalty Discount 13

Harvard Business Review

APRIL 19, 2016

What systems, policies, and employees are responsible for monitoring social media? Identify policies and software systems needed for implementation. Clearly define roles and responsibilities among marketing, customer service, public relations, sales, corporate communication, human resources, etc.

Media 8

Media Marketing Software Human Resources 8

Harvard Business Review

JUNE 15, 2012

Although the Environmental Protection Agency is mandating states such as New York to test cars for high emission levels, the policy may be eroding the ethics of some dealerships and garages. So many garages are letting their ethics slide a bit for the sake of customer loyalty. To put it bluntly, it’s just more cost-effective.

Environment 10

Environment Advertising Customer Loyalty Ethics 10

Harvard Business Review

JANUARY 19, 2011

So I reached out to Ford's Director of Sustainability and Environmental policy, John Viera to help me better understand the company's approach. It's not easy, but it can drive real innovation and new thinking, as well as build customer loyalty that maintains or grows market share. (I But it's very smart.

Strategy 15

Strategy PPM Long-term Short-term 15

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. You can also use these processes to inform policy, pricing, staffing, process and product improvements.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Strategy Driven

NOVEMBER 19, 2021

Instead, marketplaces are creating ecosystems for their customers. They are driving customers towards the business from all possible sides and earning customer loyalty by offering everything at one place on any channel. You can win this war with technical advancements and customer-friendly policies.

Retail 109

Retail Supply Chain Software Marketing 109

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.

Operations 8

Operations Intangible Assets Venture Capitalist Hedge 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. Juliano Howard T. Dickens Jr.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

JUNE 7, 2016

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. A stronger relationship between the retailer/producer and the consumer isn’t just about financial incentives.

Company 8

Company Apparel Incentives Retail 8

Harvard Business Review

APRIL 18, 2013

Helping customers includes offering information to make their buying process easier, as, for instance, Netflix and Amazon do with their product recommendations. They''re using tailored suggestions to drive customer loyalty. The video went viral, and caused Verizon to change its policies.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8