Harvard Business Review

NOVEMBER 23, 2016

The internet has dramatically changed the way companies operate. But companies will only be able to realize productivity gains from these new operating models if they skillfully manage the soft side of their automation transformation—the people in what will be a vastly different organization. So early preparation is needed.

Early Adopters 8

Early Adopters Short-term Long-term Compliance 8

Harvard Business Review

SEPTEMBER 22, 2011

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. More and more companies are tying incentive pay to customer metrics.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

MARCH 14, 2017

Loyalty programs have proliferated across travel, retail, financial services, and other economic sectors. household participates in 29 different loyalty programs, according to the 2015 Colloquy Loyalty Census. Loyalty programs are ripe for some kind of disruptive innovation that would make them easier to use.

Loyalty 10

Loyalty Customer Loyalty Travel Hotels 10