Strategy Driven

APRIL 30, 2012

Sitting in the lobby of the Public Hotel in Chicago, there are about 50 people sitting and milling around, engaged in some form of interaction – primarily WITH THEMSELVES. Guidelines of phone use have significantly changed because of technology availability. That was a technological EON ago. Cellular phones are smart these days.

Guidelines 50

Guidelines Customer Loyalty Seminar Hotels 50

Strategy Driven

MARCH 10, 2014

Things like rundown hotels, lousy food in a restaurant, rude clerk in a retail store, long lines to be served, long waits on hold, not keeping up with technology, and poor management seem to be pervasive in our society. So the real challenge is not how you get from good to great. It’s how you get from crappy to good. About the Author.

Collins 52

Collins Customer Loyalty Reputation Competitive Advantage 52

Harvard Business Review

FEBRUARY 19, 2018

Digital imaging technology monitors which items shoppers select from shelves, and when a customer leaves the store, the person’s online account is automatically charged. Service can be emotional; technology cannot. In many ways, the capacity and computational power of technology far outstrips our own.

Banking 12

Banking Technology Retail Efficiency 12

Harvard Business Review

FEBRUARY 7, 2018

For example, where traditional hotels put more emphasis on the content in their advertising, Airbnb puts a greater emphasis on the content generated and shared by hosts and guests about their experiences. Survey respondents show more loyalty to usage brands.

Brand 8

Brand Succession B2B Advertising 8

Harvard Business Review

APRIL 19, 2011

In the not-so-distant past, it was standard practice in customer service to hire only those candidates who knew how to follow scripts, were familiar with the necessary technology, and had several years' experience in another call center. We recruited from top-tier hotels, cruise lines, and customer-centered stores.

Call Center 15

Call Center Attrition Hotels Metrics 15

Harvard Business Review

OCTOBER 30, 2014

Create a technology engine that powers the front lines. Investing in better and more useful technologies is critical for sales to move more quickly and effectively on the leads that marketing can uncover. But for all the potential technology provides, it’s important not to lose sight of what the point is.

Marketing 11

Marketing Guidelines B2C Analysis 11

Harvard Business Review

NOVEMBER 18, 2016

Amazon, Facebook, Google, and Apple are accelerating consumer expectations and what’s technologically possible, from same-day delivery to machine-powered image recognition. Amazon patented predictive stocking in 2014, and saying that AI, machine learning, and personalization technologies have improved since then is an understatement.

Retail 8

Retail Price Technology Brand 8

Harvard Business Review

JANUARY 16, 2013

Much has already been written about the technology and gamification of an active lifestyle that Nike delivers with this hybrid of a watch, accelerometer, online social network, and digital physical activity drill sergeant. If you have ever waited in line for an Apple product, you know what this means.

Brand 8

Brand Advertising Technology Hotels 8

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 12

Loyalty Customer Loyalty Travel Hotels 12

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.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

JUNE 5, 2015

And then you can view that data by shoppers’ age, gender, average spend, brand loyalty, and so on. The technologies and trends shaping tomorrow’s businesses. If she buys a lot at the store, maybe she wants some form of recognition for her loyalty (whether it’s points or just a “welcome back”).

CRM 8

CRM Management Taylorism Taylor 8

Harvard Business Review

JULY 14, 2017

Sponsored by DXC Technology. As an example, hotel chains like Marriott or Hilton create value chains that deliver rooms and related services to their customers. Some are branded currencies , like the points in a loyalty program or the cash in an iTunes account or Starbucks mobile app. Insight Center. Crossing the Digital Divide.

Intellectual Capital 8

Intellectual Capital Strategy Supply Chain Business Model 8

Harvard Business Review

JANUARY 28, 2015

It is the same card he used to buy the plane ticket and book the hotel. Coordinating the infrastructure, technology, and messaging in a way that appears seamless and fluid to the customer is, to be blunt, a logistical nightmare. A traveler arrives in a foreign country and attempts to use his credit card to make a purchase.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

DECEMBER 18, 2017

These data sources spanned numerous systems—like the membership program, ticketing system, online store, and mobile apps that enable fans to gain loyalty points—and wrangling the data into one platform was a key creative and technical challenge. “It’s tribal.

Sports 8

Sports Brand Content Industry 8

Harvard Business Review

JULY 1, 2014

Equinox’s Q taps into the luxury gym’s network for nutritional recipes, hotel room workouts, and fitness tips from personal trainers—no membership required. Shutterstock’s website presents a tour de force of art, graphic design, and technology that is in parts entertaining, educational, informative, and cultured.

Content 9

Content Marketing Brand Public Relations 9