The Practical Leader

FEBRUARY 13, 2019

As someone in a focus group quipped, “The most dangerous place in this organization is at the exit door around quitting time. But you cannot buy enthusiasm… you cannot buy loyalty… you cannot buy the devotion of hearts, minds, or souls. They had a very large number of disengaged people. You must earn these.”

Absenteeism 40

Absenteeism Leadership Participative Workshop 40

Harvard Business Review

APRIL 28, 2011

I know a former CEO of a large beverage company who so loved direct consumer contact he couldn't contain himself at focus groups. For example, a major pharmaceutical company discovered that consumers' incredibly loyalty to one of its OTC products had very little to do with its product efficacy or branding. There's no filtering.

Loyalty 15

Loyalty Brand CEO Pharmaceuticals 15

Harvard Business Review

OCTOBER 10, 2011

These efforts earn these companies deep, long-lasting customer loyalty. Employee focus groups identify key themes and issues, and employee teams help develop solutions, which they present to store management. It shouldn't be surprising that the same basic techniques for earning customer loyalty also work with employees.

Tactics 14

Tactics Customer Loyalty Survey Loyalty 14

Harvard Business Review

FEBRUARY 25, 2014

These insights are found through traditional methods such as focus groups, surveys, panel and census data mining, and emerging approaches such as digital ethnography and text analysis. It uses focus groups and advanced ethnographic techniques to tune in to the voice of the customer. Where is your power center?

Marketing 9

Marketing Reis Brand Retail 9

Harvard Business Review

SEPTEMBER 4, 2013

In fact, a number of recent studies have shown that it''s key to their loyalty and satisfaction. Another CEB study found that loyalty is positively affected by reducing the amount of effort that customers need to invest in service issues. What about asking non-customers why they don''t do business with you?

Brainstorming 8

Brainstorming Loyalty Industry Strategy 8

Harvard Business Review

JANUARY 27, 2012

We have been studying the links between employee engagement and customer loyalty for a few years now, and we've found that the only route to employee happiness that also benefits shareholders is through a sense of fulfillment resulting from an important job done well. My colleagues and I agree with that.

Survey 17

Survey Customer Loyalty Metrics Loyalty 17

Harvard Business Review

MAY 24, 2012

Many of these don't cost a dime but pay off in increased engagement, loyalty, and willingness to go the extra mile. One such dad commented in a CTI focus group, "I'm the primary breadwinner, so I can't take time off now. But in looking for a new job, a role with flexibility will be my top choice.".

Chief Financial Officer 16

Chief Financial Officer Motivation Loyalty Budgeting 16

Harvard Business Review

JULY 6, 2011

If you want loyalty, you need engagement. You can't buy my "engagement" for a few bucks, you certainly can't have my "loyalty" (because though I might be a mutt, I'm not a pet). Who smoothly said something like: "Duuudes. Yet, all is far from lost. Here's the good news.

Marketing 15

Marketing Loyalty Decentralization Credit Rating 15

Harvard Business Review

APRIL 11, 2018

Alternatively, you can test it with customers in focus group settings, one-on-one interviews, or other market research environments that enable researchers to gauge the prospect’s reaction to it and their interpretation of its meaning.

Brand 8

Brand Hotels Real Estate Retail 8

Harvard Business Review

APRIL 3, 2015

The truth is, I assumed the scale of the response on social media plus my customer loyalty merited a response from the airlines. Consumers were outraged and the brand quickly responded — showing loyalty and a willingness to listen. Did the airlines just not see the story? Did they not care to respond?

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

JULY 15, 2015

Social media is in effect a massive focus group that can provide intelligence about brand perception, services, competitors, and potentially disruptive trends. To build loyalty with and attract new customers, start thinking about how to surprise and delight your customers. Gather and track the right information.

CRM 8

CRM Company Airlines Guidelines 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.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

MARCH 31, 2016

The most common approach is to conduct regular surveys or focus groups to determine which aspects of health and wellness are important to employees, and which initiatives are not a good use of time. There are a few simple ways to start doing this. There are a lot of misconceptions about wellness programs out there.

Planning 8

Planning Incentives ROI Long-term 8

Harvard Business Review

JANUARY 13, 2015

Specifically we used interviewing and focus groups to find out whether many of the root causes of engagement are actually found outside the workplace. To better learn how to measure this, exaqueo developed what we call the Whole Self Model and applied it to ethnographic research we were already doing for a number of different clients.

Human Resources 8

Human Resources Self-aware Survey Influence 8

Harvard Business Review

JUNE 26, 2017

“Like in focus groups? I know you don’t want to p**s off our core fans, but we have to gain the participation—and loyalty—of a larger group. VIP passes for spectators, subscription to our magazine, and discounts in the MMC store,” Alan noted. ” she said. What is this—1989?”

Case Study 8

Case Study Brand Proposal Chief Operating Officer 8

Eric Jacobson

AUGUST 12, 2010

This is an informal focus group of sorts, where employees can freely and without feeling pressure, share their ideas, see others ideas, and then suggest even more ideas. Grossman recommends that when you have something you want to get your employees input on, post a question on a flip chart in your department or office.

Mentor 50

Mentor Mission Statement Tips Learning-by-Doing 50

Harvard Business Review

AUGUST 16, 2016

Better-quality feedback from customers and stakeholders, often because you’re asking them to actually buy something, rather than just spout opinions in a focus group. A faster cycle time for developing ideas. “Getting out of the building” to speak to and observe real customers and stakeholders.

Company 8

Company Airlines Ries Survey 8

Harvard Business Review

AUGUST 17, 2016

Though this is a narrow group that is in no way “representative” of the broad sample of computer users, these heavily vested and deeply knowledgeable netizens provide critical knowledge about new product pick-up and quality concerns that is relevant to a broader population.

Media 8

Media Sample Brand Marketing 8