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. And instead of delegating the effort to HR, you'd make employee engagement a top priority for frontline managers and employees themselves, with built-in procedures for closed-loop learning. After each survey wave, store managers review the data for their store.

Tactics 15

Tactics Customer Loyalty Survey Loyalty 15

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. True ownership by line managers. Here's some of what's needed: 1.

Survey 18

Survey Customer Loyalty Metrics Loyalty 18

Strategy Driven

NOVEMBER 8, 2010

As a leader and manager, you’ll learn how to use these tools to harness social interactions to improve your business and to create your own social nation. The book provides a social assessment for leaders, managers and employees to scientifically evaluate your individual social skills and competencies.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

MAY 24, 2012

Attracting and retaining top talent are perennial concerns among managers, in good times and in bad. With salaries frozen even as the scope of work expands, managers find it nearly impossible to lure A-players and compensate existing high performers without breaking the budget. The good news? They may not have to.

Chief Financial Officer 16

Chief Financial Officer Motivation Loyalty Budgeting 16

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? What really makes them tick?

Brainstorming 8

Brainstorming Loyalty Industry Strategy 8

Harvard Business Review

APRIL 11, 2018

With 1 Hotel South Beach, for instance, the signature scent was first tested in the offices of the New York–based management team. The results of developing and diffusing a signature scent can be increased brand loyalty, product confidence, sales volume, price/value perception, and more.

Brand 8

Brand Hotels Retail Real Estate 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. Despite these hurdles, some companies do manage to change. Consumers were outraged and the brand quickly responded — showing loyalty and a willingness to listen. Did they not care to respond?

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

MARCH 31, 2016

Worse yet, they’ll sometimes hire different vendors to address different issues – lifestyle coaches, employee assistance counselors, case and disease management vendors, nurse lines, occupational health and safety experts, workers’ compensation specialists, disability managers, organizational development consultants, you name it.

Planning 8

Planning Incentives ROI Long-term 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

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. Managing people Human resource management Organizational culture' The answer? A resounding “yes.”

Human Resources 8

Human Resources Self-aware Survey Influence 8

Eric Jacobson

AUGUST 12, 2010

skip to main | skip to sidebar Eric Jacobson On Management And Leadership Welcome! This blogs tips and ideas are perfect for managers and leaders of all types of small to large businesses and nonprofit organizations. Provide Post-it notes, and watch the ideas grow as employees post their ideas on the flip chart.

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. “It’s like their baby,” says Telefónica innovation manager Susana Jurado Apruzzese. A faster cycle time for developing ideas.

Company 8

Company Airlines Ries Survey 8

Harvard Business Review

AUGUST 17, 2016

There is something marketing managers seem to forget about the internet: it was made for people, not for companies and brands. As such, it offers managers a source of insight they never had — social listening. Why, then, do managers fail to fully exploit it? Information and meaning work at cross purposes.

Media 8

Media Sample Brand Marketing 8