Leading Blog

APRIL 8, 2020

To hang onto customers during a crisis, you need to build a forever transaction with the people you serve. Your team has to know what your “ forever promise ” is—the organization’s commit-ment to customers that justifies customer loyalty. Expand “customer success” beyond your support teams.

Crisis 330

Crisis Short-term Customer Loyalty Long-term 330

Lead from Within

FEBRUARY 15, 2024

From automating routine tasks to providing data-driven insights, AI streamlines processes and allows teams to focus on higher-value activities. Organizations that embrace AI can deliver personalized experiences that foster customer loyalty and drive revenue growth.

Organization 161

Organization Development Succession Customer Loyalty 161

Lead Change Blog

AUGUST 7, 2019

Purpose, or an underlying company philosophy, not only drives strategic change, but also encourages customer loyalty and employee engagement. Truly resilient, thriving organizations are those that are purpose driven and focus on more than pure profits. and recognize their blind spots. Listen in as Jim and Rich ( Root Inc.

Webinar 240

Webinar Customer Loyalty Politics Human Resources 240

Leading Blog

DECEMBER 1, 2021

In The Five Graces of Life and Leadership , CEO of the celebrated consulting firm Korn Ferry delivers a meaningful and thought-provoking exploration of leadership, emphasizing the five kinds of grace that leaders absolutely must have to lead their teams in today’s evolving workscape. The Net Promoter System shines as their guiding star.

Books 316

Books Leadership Uncertainty Customer Loyalty 316

Mark Sanborn

MARCH 13, 2023

For example, some companies offer “white glove” service, providing VIP treatment for their most valued customers. This might include things like expedited shipping, special perks or rewards, and dedicated customer support teams. This can lead to positive emotions and increased customer loyalty.

Customer Loyalty 89

Customer Loyalty Loyalty Discount Long-term 89

N2Growth Blog

DECEMBER 8, 2023

This position is often seen as the linchpin of a company’s commercial strategy, controlling marketing, sales, and customer service efforts to achieve optimal success. In addition, the CCO manages and implements strategies to drive revenue growth, break into new market segments, and foster customer engagement.

Trends 347

Trends Business Model Execution Marketing 347

Eric Jacobson

APRIL 2, 2011

And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place.

Customer Loyalty 70

Customer Loyalty Loyalty How To Open-book 70

Leading Blog

JULY 25, 2016

the customer always come first? Putting employees first may be the best way to serve the needs of the customer. Profits are driven by customer loyalty, customer loyalty is driven by employee satisfaction, and employee satisfaction is driven by putting employees first.”

Management 150

Management Customer Loyalty Loyalty Policies 150

N2Growth Blog

MAY 3, 2017

So, it’s essential for leadership teams to pinpoint and honestly assess these capabilities. Response: Is the management team accessible? Forecasting Capabilities: How well does the leadership team know the industry? Customer Loyalty: Is the firm preferred among its customers?

Strategy 243

Strategy Company Strategic Planning Market Segmentation 243

Great Leadership By Dan

JANUARY 23, 2020

Imagine: a leader who knows how to gain efficiencies, decrease costs, increase employee retention, and inspire customer loyalty based on taking another’s point of view? Empathetic managers put their teams at ease and support their employees as they achieve mutually beneficial goals. ? This is the power of empathy at work.

Power 306

Power How To Leadership Customer Loyalty 306

HR Digest

NOVEMBER 8, 2022

Better Customer Service Ratings:- When employees are happy at work, they’re more likely to deliver great customer service, which means high ratings from clients and customers alike. This is good news for any employer, as this can help increase customer loyalty in their business.

Customer Loyalty 115

Customer Loyalty Loyalty Long-term Creativity 115

HR Digest

AUGUST 11, 2023

The way HR teams handle ethical dilemmas can have a profound impact on talent attraction , retention, and overall organizational culture. HR teams must implement and enforce safety protocols, conduct regular risk assessments, and address any potential hazards promptly.

Human Resources 98

Human Resources Ethics Resources Management 98

Harvard Business Review

FEBRUARY 22, 2024

In the modern competitive business environment, innovative social initiatives offer a unique avenue for growth, customer loyalty, and employee engagement, often overlooked by organizations. These programs not only revitalized brand images and increased public trust, but also significantly boosted sales and customer engagement.

Brand 22

Brand Execution Customer Loyalty Loyalty 22

Eric Jacobson

NOVEMBER 1, 2014

In your leadership role, it''s vital that your team members know how to deliver excellent customer service. Part of delivering excellent customer service is saying "Thank You" to your customers and knowing when to say "Thank You". Knock Your Socks Off " type service as book editor Ann Thomas and Jill Applegate would say.

Customer Loyalty 89

Customer Loyalty Loyalty Power Books 89

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 financial reporting, accuracy needs to be a core value. 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

Strategy Driven

APRIL 7, 2021

Once open, try and reintegrate yourself and the whole team on a smaller scale. Take your time, have fun with it, don’t overwhelm yourself or your team. Rebuilding Customer Loyalty. If you’ve been gone a while, maybe even longer than some competitors, then it’s possible that your customer base has been damaged.

Tips 79

Tips Customer Loyalty Software Short-term 79

Eric Jacobson

JUNE 21, 2014

And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn''t work and feels angry that he/she went ahead with the purchase in the first place. Customer Feedback Customer Loyalty Customer Retention Customer Service Customer Value Eric Jacobson on Leadership and Management'

Customer Loyalty 91

Customer Loyalty Loyalty How To Open-book 91

Lead Change Blog

FEBRUARY 4, 2020

We’re excited to share posts from leadership experts from around the globe on the topics of communication, development, engagement, team building, and more. Karin Hurt of Let’s Grow Leaders provided Four Words that Help You Build a Powerful Team. Welcome to the February 2020 Leadership Development Carnival! Communication.

Leadership Development 268

Leadership Development Development Leadership Simon 268

Great Leadership By Dan

JULY 2, 2015

Commitment Questions: Is the leadership team in alignment about the role and how they interact as a team? Is there clarity across the organization that this role is to enable and establish a one-company approach and discipline to customer experience, not to take over their work?

CEO 120

CEO Succession Customer Loyalty Tactics 120

The Horizons Tracker

AUGUST 18, 2019

This jagged pursuit of happiness is what inspired global education company Education First to make the unusual step of buying a pro cycling team in 2018. The pro cycling world is one that relies heavily on sponsors, with all teams adopting the name of their primary backers, but it’s rare for the sponsors to actually own the team.

Customer Loyalty 73

Customer Loyalty Education Loyalty ROI 73

Mark Sanborn

AUGUST 31, 2022

Rude behavior creates rude results: lost revenue and customer loyalty. Take action to make sure your team isn’t guilty. If your client doesn’t tell you about it, that doesn’t mean they won’t tell others. And you can solve a problem you don’t know you have.

How To 76

How To Customer Loyalty Loyalty Politics 76

Strategy Driven

AUGUST 4, 2021

With an interactive voice response (IVR) system, your customer support team can efficiently handle incoming calls. Many large companies leverage outbound calls to build customer relationships, gain customer feedback, and improve service delivery. Offer incentives to your sales team.

CRM 72

CRM Call Center Price Incentives 72

Strategy Driven

JULY 18, 2012

This concept is commonly understood by sports teams and the military. Boot Camp for the military and pre-season workouts for sports teams are the norm. How to transform groups into high-performance teams. Team practice, for the most part, is not factored into the business or corporate world. Teams enjoy and play games.

Team 52

Team Sports BHAG Customer Loyalty 52

HR Digest

OCTOBER 13, 2023

These are the overall business objectives not specific to the sales team but important nonetheless. However, sales goals can be more complex as well, combining customer loyalty with the sales process in an efficient manner. Too high and no one might achieve it, causing the team to lose motivation instead.

Planning 52

Planning Incentives Market Penetration System 52

Strategy Driven

AUGUST 8, 2012

In time, Stage 1 teams arrive at Stage 2. Stage 2 teams will either get stuck in Stage 2 or move on to Stage 3. Stage 3 teams can slip back into Stage 2 or move on to Stage 4. Progress or slippage depends on whether the team builds on its momentum or rests on its laurels. Members have to want to make the team successful.

Team 59

Team BHAG Hammer Customer Loyalty 59

Skip Prichard

JANUARY 14, 2020

For example, an employee who spends her early career in the straitlaced but excellent Member Support environment of USAA in San Antonio and then moves to Vegas to join the wild-and-woolly world of the Customer Loyalty Team at Zappos is definitely going to need an adjustment period before she feels at home. A common language.

Airlines 108

Airlines Mission Statement Customer Loyalty Mayo 108

Harvard Business Review

JULY 17, 2012

The bank has a framework within which every employee understands the business objectives of earning customer loyalty, and where every business practice is designed to encourage both systematic and spontaneous attempts to wow customers. The result: dramatically lower employee attrition, lower costs, and higher customer loyalty.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

CoachStation

AUGUST 26, 2022

Developing the skills to engage team members is important. As a leader you are obligated to develop your skills to influence and support each and every team member. Your goal must be to ensure your team members are regularly performing work that they are good at and care about. It won’t always be like this, however.

Motivation 130

Motivation McKinsey Attrition Influence 130

Eric Jacobson

SEPTEMBER 23, 2014

Leading a customer service team? Have the team members use these 9 tips for delivering excellent customer service : Rely on winning words and soothing phrases. Develop a repertoire of short, easy to remember phrases around issues that are important to customers. Edited by Ann Thomas and Jill Applegate.

Tips 101

Tips Customer Loyalty Loyalty Stress 101

Chart Your Course

OCTOBER 2, 2012

By hiring the right people, they reduce turnover, training costs and insure their team of Zapponians stay motivated and passionate about what they do. The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” Zappos does not hire just anyone looking for a job.

Customer Loyalty 189

Customer Loyalty Human Resources Insurance Loyalty 189

Lead Change Blog

SEPTEMBER 1, 2015

Taking a large, national chain that had decreased in popularity for various reasons over a number of years and once again winning customers’ loyalty: extremely difficult. Often, it seems like leaders are so focused on holding others accountable and analyzing the work of their teams that they forget to also hold THEMSELVES accountable.

Resources 150

Resources Customer Loyalty Open-book Commitment 150

Eric Jacobson

JANUARY 29, 2015

, that: a slow response to a customer complaint triggers fear and anger And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn''t work and feels angry that he/she went ahead with the purchase in the first place. So, resolve to build and maintain trust in everything you do.

Customer Loyalty 50

Customer Loyalty Loyalty Open-book Books 50

Eric Jacobson

JULY 30, 2023

Reputational : greater recognition as a trusted and reliable brand that in turn elicits greater customer loyalty. And third, it can help align a winning team.” These are: Motivational : attract and retain a more motivated and inspired workforce. Directional : greater clarity on strategic choices and direction.

How To 74

How To Customer Loyalty Operations Objective 74

Harvard Business Review

JULY 17, 2012

The bank has a framework within which every employee understands the business objectives of earning customer loyalty, and where every business practice is designed to encourage both systematic and spontaneous attempts to wow customers. The result: dramatically lower employee attrition, lower costs, and higher customer loyalty.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Strategy Driven

SEPTEMBER 15, 2020

Keeping your employee’s satisfaction levels high leads to a long commitment to the company and the team. To determine your employee satisfaction, conduct team surveys to collect feedback on the teamwork and HR to collect personal satisfaction levels. Number of Sales.

Metrics 91

Metrics ROI Succession Customer Loyalty 91

The Practical Leader

JULY 6, 2021

These are the same managers loudly pronouncing goals of higher employee engagement and increased customer loyalty. Fear of criticism, fear of failure, fear of getting caught, or fear of speaking up. The L-word makes many managers squirm.

Leadership 75

Leadership Customer Loyalty Letter Loyalty 75

Eric Jacobson

OCTOBER 7, 2022

Reputational : greater recognition as a trusted and reliable brand that in turn elicits greater customer loyalty. And third, it can help align a winning team.” These are: Motivational : attract and retain a more motivated and inspired workforce. Directional : greater clarity on strategic choices and direction.

How To 94

How To Customer Loyalty Operations Objective 94