The Horizons Tracker

AUGUST 18, 2019

The researchers examine four key performance indicators to assess the impact of wellbeing investment: customer loyalty, employee productivity, profitability, and employee turnover.

Customer Loyalty 66

Customer Loyalty Education Loyalty ROI 66

Harvard Business Review

DECEMBER 14, 2011

To better understand the ROI, my company, Burson-Marsteller, teamed up with the Great Place to Work Institute to ask senior executives from top-ranked companies about the value of a positive work environment. In a world where competition for talent is global, star performers seek companies with values that mirror their own.

Company 17

Company Heskett Ryan Audience 17

Harvard Business Review

OCTOBER 1, 2018

Like digital platforms, social media, martech, fintech, and numerous other innovations, the spoils of blockchain may go to early adopters who commit to ruthless innovation. Its blockchain-based technology allows marketers to become part of loyalty and affiliate programs for opted-in consumers who can trade rewards with each other.

Marketing 11

Marketing Advertising Technology Content 11

Harvard Business Review

MARCH 22, 2017

Is it more imagination or innovation? Each outbound communication is measured individually for immediate ROI. The measure of marketing success isn’t the input, whether that’s the quality of a piece of content or a campaign, but rather the value of the output, whether that’s revenue, loyalty, or advocacy.

Creativity 14

Creativity Marketing Agility Budgeting 14

Harvard Business Review

OCTOBER 20, 2015

In response, a growing number of experience design agencies (mine among them) are creating “experiential brand homes” like the Guinness Storehouse in Dublin — physical destinations (think of them as theme parks for the brand) that engage customers and build loyalty. The principles of destination storytelling.

Brand 8

Brand Storytelling Trout Retail 8

Harvard Business Review

OCTOBER 8, 2018

Let’s develop an up-front “technology ROI” that measures workflow impact, inefficiency, hassle and impact on physician and nurse well-being. For the past 15 years, I have introduced and implemented the program in hospitals around the world with the help of colleagues at the Experience Innovation Network, part of Vocera.).

Health Care 8

Health Care Metrics Technology System 8

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. CMOs need to show the ROI of every pound spent on marketing and how it delivers against the bottom line.”.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MARCH 18, 2016

Marketing executives are being tasked with leveraging technology to improve customer experience, drive client growth, and meet loyalty goals. Website innovation and other digital marketing projects, which require IT staff to accomplish, would be top priorities for marketing. How can we not only keep pace but innovate and lead?

Marketing 8

Marketing Enterprise Architecture Technology Project 8

Harvard Business Review

APRIL 20, 2016

In the B2C world, it is about sales and customer loyalty: not just getting your customer to click and buy, but getting them so worked up about your product that they’ll never so much as think about buying from your competitor instead. It’s going to take a combination of business innovation and personal responsibility.

Cost 8

Cost Marketing Content Media 8