Harvard Business Review

MARCH 21, 2018

If your customer retention strategy relies on “buying” loyalty with rewards, rebates, or discounts, it is coming at a high cost. That’s because the “loyalty era” of marketing, as we’ve known it, is waning. /Getty Images. The reality is that there is no such archetypical customer.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

Harvard Business Review

MARCH 10, 2015

Aggressive moves by airlines to migrate frequent flyer metrics from miles flown to dollars spent have caused bargain-hunting road warriors worldwide to whine about “disloyalty programs.” This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

HR Digest

JUNE 24, 2023

In this comprehensive guide, we will explore the concept of what HR analytics is, the benefits of HR analytics, HR analytics metrics and how it can transform businesses. Improved HR Planning: HR analytics enables organizations to forecast future workforce needs, identify skill gaps, and develop effective HR strategies.

Metrics 98

Metrics Trends Compliance Analysis 98

Harvard Business Review

MAY 17, 2012

Perhaps that's the result of customer metrics long being seen as "soft" numbers with little clear connection to "hard" numbers like revenue or cash flow. Yet companies all over the world increasingly realize they need to correct this imbalance and that customer metrics also must become "hard."

Customer Loyalty 13

Customer Loyalty Loyalty CEO Intellectual Capital 13

CO2

APRIL 1, 2022

Neither Gen Z nor millennials have blind loyalty to brands or their employers; they grew up during The Great Recession and saw first-hand how this loyalty didn’t pay off for their parents. Had they set out simply to make a profit, Apple likely wouldn’t be the revolutionary technology leader it is today.

Mission Statement 78

Mission Statement Leadership Organization Core Competence 78

CO2

APRIL 1, 2022

Neither Gen Z nor millennials have blind loyalty to brands or their employers; they grew up during The Great Recession and saw first-hand how this loyalty didn’t pay off for their parents. Had they set out simply to make a profit, Apple likely wouldn’t be the revolutionary technology leader it is today.

Mission Statement 78

Mission Statement Leadership Organization Core Competence 78

Harvard Business Review

SEPTEMBER 24, 2012

Delivering them requires different people, technology, and skills — specifically including deep domain knowledge. Brands and companies that are able to develop big insights — from any level of data — will be winners. In contrast to this abundant data, insights are relatively rare. And they're hard to build.

Metrics 15

Metrics Media PR Benchmarking 15

Eric Jacobson

MARCH 18, 2013

WTF is incredibly relevant and timely because Solis explores the non-stop transformation happening in business today, driven by new social and mobile technologies. Solis : Most businesses are merely reacting to the rapid evolution of technology rather than trying to create engaged customer experiences throughout the life-cycle.

B2B 55

B2B B2C Technology CRM 55

Harvard Business Review

OCTOBER 8, 2018

With all the recent advances in technology, there is no doubt the health care industry as a whole gets an “A” in science. The tradeoff, however, is that we’ve become so focused on using the technology (as this HBR article points out) that we spend far less time listening to individual human stories.

Health Care 8

Health Care Metrics Technology System 8

CO2

JUNE 29, 2010

Effective followership plays such an important role in the development of future leadership skills that freshman at all the United States service academies (the Air Force Academy, West Point, Annapolis, and the Coast Guard and Merchant Marine Academies) spend their first year in formal follower roles.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Harvard Business Review

DECEMBER 19, 2016

When confronted with disruptive technologies, many companies fail to align digital strategies with their core strategies. Today’s organizational strategies call for small, manageable units focused solely on specific technologies, end markets, or geographical areas. Responding rapidly to opportunity versus ensuring high quality.

CEO 8

CEO Supply Chain Disruptive Innovation P&L 8

Harvard Business Review

JULY 11, 2011

These veterans are basically order-takers who feel no urgency to develop new business. What is troubling about the vast majority of sales force incentives, however, is that they are tied to short-term, individual, results-focused metrics (e.g. monthly territory sales). There is a rational argument for using incentives in sales forces.

Incentives 13

Incentives Short-term Long-term Automotive 13

Harvard Business Review

MARCH 1, 2012

Until roughly fifty years ago, there was a tacit understanding between employees and corporations: If employees worked hard and demonstrated loyalty to the company, the company would reward them with a steady career and comfortable retirement. Many in fact still expect an expression of unwavering loyalty.

Talent Management 12

Talent Management Loyalty Long-term Bottom-up 12

Harvard Business Review

JANUARY 16, 2018

They can reap benefits because of higher employee productivity and customer loyalty and satisfaction. It personally cost Zuckerberg more than $2 billion — hence the credible commitment to Facebook’s purpose to “develop the social infrastructure to give people the power to build a global community that works for all of us.”

Short-term 9

Short-term Company Long-term Customer Loyalty 9

Harvard Business Review

JUNE 1, 2017

.” The more creatively, comprehensively, and innovatively these selves can be digitized, the greater the opportunity to help workers develop and deploy the optimal traits and qualities they desire. For example, as part of its IoT digital transformation efforts, GE embraced “digital twins” as a key productivity technology.

KPI 8

KPI Directory Human Capital Self-aware 8

Harvard Business Review

JANUARY 28, 2015

Coordinating the infrastructure, technology, and messaging in a way that appears seamless and fluid to the customer is, to be blunt, a logistical nightmare. ”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

MARCH 22, 2011

The annual gathering in Austin, Texas, has gained a reputation as the mecca for innovation and disruptive technologies. But first, some other developments that caught my eye: • Group messaging services. Twelve years ago the key metric was eyeballs. What did I learn at South by Southwest Interactive last week?

Class 14

Class Venture Capitalist Trends Bottom-up 14

Harvard Business Review

MARCH 15, 2013

Everyone is curious about how big data is going to play out, what's in store for wearable technology and just what, exactly, the screen of the future will look like — and how consumers will interact with it. Still, the role of the agency remains fairly simplistic (in philosophical terms): help a brand increase their sales and loyalty.

Marketing 9

Marketing Brand Advertorial Advertising 9

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. Transactors : These customers have no loyalty to your brand. Insight Center.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

SEPTEMBER 27, 2011

You should be able to expect your CHRO to offer solutions for improving any of your business metrics through employee alignment and engagement. Your CHRO thinks of email as modern technology. Your head of HR is hesitant to be accountable for meaningful metrics. Is your CHRO abreast of those changes?

Metrics 14

Metrics Human Resources Attrition CEO 14

Harvard Business Review

JUNE 7, 2016

The technologies and processes that are transforming companies. It is estimated that in 2014 the world produced some 42 million metric tonnes of e-waste (discarded electrical and electronic equipment and its parts)—with North America and Europe accounting for 8 and 12 million metric tonnes respectively. Insight Center.

Company 8

Company Apparel Incentives Retail 8

N2Growth Blog

MARCH 29, 2011

One way to achieve that is by respecting your people, helping them find their authentic voice and leadership style, and demonstrating a genuine advocacy of their professional development. As One’s diagnostic provides specific metrics that leaders and organizations can assess, and the insight from this can be extremely valuable.

Leadership 407

Leadership CEO Long-term Consultative 407

Harvard Business Review

MARCH 22, 2017

Customers today are not just consumers; they are also creators, developing content and ideas — and encountering challenges — right along with you. The metrics also changed. Marketers are adopting the business practices of entrepreneurs such as lean startup and agile development. The results?

Creativity 14

Creativity Marketing Agility Budgeting 14

Harvard Business Review

OCTOBER 21, 2016

Today’s executives are dealing with a complex and unprecedented brew of social, environmental, market, and technological trends. Managing risks therefore requires making investment decisions today for longer-term capacity building and developing adaptive strategies. Building Customer Loyalty. In 2005, they launched a U.S.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

NOVEMBER 22, 2017

That means choosing the right dashboards, defining which metrics matter most and mapping out how long-range planning, resource allocation, and budgeting will work. And finally, does the operating model support the company’s strategic mission with the right combination of people, process, technology, and tools?

Strategy 8

Strategy Company Banking Apparel 8

Harvard Business Review

SEPTEMBER 2, 2016

You’ll increase your exposure to other parts of the company, expand your network, and “develop a personal reputation that’s not tied to your boss.” Show your loyalty. ” Ultimately, she developed very strong relationships with both Jim and Sean. ” Remember who’s #1.

Career 13

Career Bond Case Study CEO 13

Harvard Business Review

AUGUST 5, 2014

They also outperform their peers across the entire customer lifecycle, are nine times more likely to enjoy superior customer loyalty, and a remarkable 23 times more likely to outperform less analytical peers on new-customer acquisition. That approach to linked metrics served as the basis for developing employee incentives, such as bonuses.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

APRIL 8, 2015

Profit maximization (short-term): A shipping company increases freight rates by 50% to benefit from a capacity shortage in the market, even though doing so will strike customers as exploitative and damage loyalty. Price leadership: A no-frills airline constantly advertises the lowest fares on any route served.

Balanced Scorecard 8

Balanced Scorecard Company Price KPI 8

Harvard Business Review

DECEMBER 17, 2014

That could be any number of metrics — revenues, profits, total return to shareholders, or some combination — but for purposes of this discussion we’ll focus on revenues.). With target in hand (if possible), your next step is developing your best estimate of how much potential exists within your current products and services.

Innovation 9

Innovation Company Venture Capitalist Business Model 9

Eric Jacobson

AUGUST 8, 2018

Debbie Laskey developed her brand marketing and communications expertise while working in the high-tech industry, the Consumer Marketing Department at Disneyland Paris in France, the nonprofit arena, and the insurance industry. All aspects of business have been affected from technology to human resources to marketing.

Brand 50

Brand Tips Media Customer Loyalty 50

Harvard Business Review

DECEMBER 20, 2016

So when I asked Mark Krolick—managing director of marketing and product development at United Airlines—about the hypothesis that having more superconsumers as leaders or employees enhances business performance, he smiled. The superconsumer effect is realized in more loyalty, lower turnover for United and in the industry.

Airlines 8

Airlines Energy Self-aware Learning Curve 8

Harvard Business Review

MAY 7, 2018

And the technology now exists for marketers to test with high confidence when to communicate and in what order — and to do so in near real time. As a result, the brand substantially increased conversion of searches to sales of its cold medication, building greater brand loyalty at the same time. in the longer run.

Marketing 8

Marketing Content Brand Advertising 8

Harvard Business Review

MARCH 26, 2015

Both practices have long developed insights into their customers based on data and analytics. The marketing and sales team of one major technology vendor, for instance, partnered with risk to assemble a range of financing packages to help its mid-market clients fund upgrades, manage invoice payments, and smooth cash flows.

Credit Scoring 8

Credit Scoring Risk Management Finance Marketing 8