Without understanding CLV or analyzing the ROI of customer acquisition, you’re essentially operating in a marketing vacuum. Think about the fierce loyalty - and value - of an Apple, Patagonia, Amazon, Zappos or Dunkin Donuts customer. MORE
Are you absolutely sure every employee in sales, production, operations, marketing, etc., Customer Loyalty Customer Retention Customer Satisfaction Customer Service Eric Jacobson on Leadership and Management Harvey Mackay MORE
” The immediate result has been a world increasingly awash with platforms and, if you aren’t operating one, many will label you a strategy Luddite. That’s the end business case we put forward at Ocado, the world’s largest online-only grocery retailer, currently operating in the UK. The smarter alternative is to provide a shortcut to help existing grocery retailers move online fast instead, or grow their existing online operation efficiently. MORE
The operations manager just let me know that I didn’t fully understand our compensation policy and we need to take it back, or it’s going to put us $2,000 over budget. That’s a small price to pay for that kind of loyalty and commitment. I’ll talk to the operations manager.”. While the operations manager wasn’t too happy initially, he got over when he saw the sales numbers at the end of the month. MORE
One of the things I tend to value most is loyalty. In fact, there are few things I loathe more than gravy trainers, fare weather friends, gossips and others that display a lack of loyalty. In today’s post I’ll examine the value of loyalty as it relates to leadership. MORE
Employees just don’t have the loyalty that earlier generations had. The answer could uncover some basic flaw in the operation that might be hurting not just morale, but the bottom line. You know the old saying: Employees don’t quit companies - they leave bad bosses. MORE
Bob's blog entries and Lasting Value Loyalty Rules! Bain & Company's Loyalty Practice Bain & Company’s Customer Strategy and Marketing practice Fred Reichheld Harvard Business Review Harvard Business School How and why asking the “ultimate question” can create the ultimate competitive advantage Net Promoter®system of management Profits Rob Markey The Loyalty Effect: The Hidden Force Behind Growth The Ultimate Question 2.0: MORE
If your organization confuses loyalty and tenure there is trouble on the horizon…If your business rates tenure higher than performance as a measure for employee evaluation, it is time for you to consider updating your talent management practices and procedures. MORE
This reliance has evolved because despite the enormous volumes of capital they control, most of these giants are strictly “firewalled” and cannot use the capital to fund actual operations, even if doing so would generate higher expected investment returns or lower risk. Consequently, giant funds are often hamstrung by proportionally tiny operating budgets, which have historically forced them into the all-too-happy hands of intermediaries. MORE
My mother, a careful shopper, rarely misses a chance to use loyalty cards at her favorite establishments. Several years ago, as a checkout clerk was stamping her Subway Sub Card club (buy 8 six-inch subs, get the ninth one free), I asked her: "Does this loyalty club make you patronize Subway more often?" Consider a company with a 10% operating margin: A typical $100 sale transaction breaks down to $90 in costs and $10 in profit. MORE
They may operate in the leadership capacity, however from the beginning they have dictated the culture and path of their workforce. If we look here, we have little idea about how the next generation of leaders will operate. After speaking with many boomers it’s my opinion that much of their loyalty was simply out of fear of change and instability. By Brody Clemmer. Chief Innovation Officer, N2Growth. Leadership is a hot topic today and will continue to be for a while. MORE
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. See More Videos > See More Videos > All loyalty programs are vulnerable to a blockchain revolution, but the travel industry is perhaps the most at risk. MORE
In his book The Loyalty Effect, Frederick Reishheld explains the impact of company ownership on its culture. Buzz was operating at the intersection of his people-first value system and the company imperative to save money. <<Previous Next>> [i] They Loyalty Effect: the Hidden Force Behind Growth, Profits, and Lasting Value. Chapter 3: The Real American Idol part 10. MORE
Their vision looks beyond the operation of the business. MORE
For example, you may believe that loyal employees create satisfied, loyal customers, but do you have data which demonstrates that your longest serving staff create the highest levels of customer loyalty? Is your strategy built on received wisdom or analysis of performance data? MORE
Customer Loyalty: Is the firm preferred among its customers? Capacity to Meet Demands: How much growth can be sustained with state of current operations? Every company has a set of capabilities that, when properly leveraged, can serve to devastate the competition. MORE
Operating with transparency used to be a luxury versus a necessity but, now, it’s quite mandatory. Loyalty. It used to be that only airlines had “loyalty” programs. to mom and pop corner coffee shops have some sort of loyalty program. MORE
After all, you are essentially putting the fate of your entire operation in their hands. All business operations will encounter low points. Conversely, positive experiences should bring long-term loyalty. MORE
The public is fickle and quick to jump on the newest flavor, without showing loyalty to the old ones, especially those who are truly original. Professionals who succeed the most are the products of mentoring. I heartily endorse that find a great mentor. MORE
In our experience, the key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. TD Bank is a loyalty leader among major retail banks in North America. Jim Bush, who leads American Express service operations globally, set up a similar system. Give them clear guidelines within which they can operate independently. MORE
The operative term here is “my motivation.” Certainly there has to be a team mentality, a loyalty to the company and to each other, but to be successful, companies should be full of free thinkers. MORE
Most organizations continuously strive to achieve operational excellence, but they spend less effort understanding customer needs — and few marry these two sources of customer value effectively. In 1996 Tesco adopted Toyota Production System approaches to take its supply chain operations to an even higher level. Customers Operations MORE
In our experience, the key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. TD Bank is a loyalty leader among major retail banks in North America. Jim Bush, who leads American Express service operations globally, set up a similar system. Give them clear guidelines within which they can operate independently. MORE
Soon, Mr. Hainsworth started coming to me with various new projects to do – from reconfiguring the over-the-counter (OTC) shelves to maximize turnover sales, to updating the various computer terminals to harmonize workstation operations. MORE
These two choices are mediated, he explains, by members'' loyalty to the institution. Loyalty makes people more likely to stay and work for change from inside. In return, it enjoys their fierce loyalty. Yahoo now seems to be trying to buy that loyalty. MORE
It’s no wonder, then, that employers are looking for ways to encourage loyalty and retain good employees. Loyalty Both Ways. Does the company deserve the loyalty of its employees? MORE
Most people think standard operating procedures are a strait jacket that limits their flexibility. The Cleveland Clinic cleverly uses standards to deliver operational consistency, reliability, and low cost. Customers Health Operations MORE
Commitment is a foundational requirement for loyalty, and loyalty for trust. I learned that lesson as a new fighter pilot taking my first steps into one of the most unforgiving environments in the world – my first operational fighter squadron. MORE
Operations in a Connected World. By creating more awareness around your efforts to reduce waste, and by developing a culture of responsibility, repair, and reuse, you can build customer loyalty based on shared values and responsibilities. As consumers, we are very wasteful. MORE
Loyalty is disagreeing strongly, and loyalty is executing faithfully. We can learn to be aware when fear grips us, and can train to operate through and in spite of our fear. Colin Powell has written a valuable memoir. It Worked For Me: In Life and Leadership is a collection of lessons learned and anecdotes drawn from his life. The 44 stand-alone chapters are an easy read and the stories make good points. The theme of the book is that it is all about people and relationships. MORE
Can you describe how you applied that vision to drive customer loyalty? However, that mode of operation was never going to be able to generate the growth expected as we built a new state-of-the art facility. MORE
Demoulas and how reciprocal loyalty made for a successful business and a revolutionary act of followership. How culture drives a successful operation. The power of reciprocal loyalty. Leadership Podcast burkus follower followership leadership Loyalty servant leadership trust MORE
Whatever your business, whatever its size and whatever industry you operate in, you doubtless walk the same fine line as any other business, the line between maximising your profits and keeping your operational costs down to a minimum. MORE
The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. They''re using tailored suggestions to drive customer loyalty. Leading marketers are looking to influence all their customer interactions by working closely with operations and their chief human resource officers on the company culture. Collaboration Marketing Operations MORE
Having managed or worked with clinical leaders in care-delivery organizations, the pharmaceutical industry, and government, I have observed three skills that are critical to the success of doctors and nurses as they make the transition to management: Operations management and execution. MORE
The loyalty UPSers display towards one another, and the company brand, is legendary. Guest post by Ron Wallace: When you envision the best boss you ever worked for, what character trait comes to mind? Determination? Integrity? Maybe optimism? What about humility? MORE
When customers see that a company won’t own up to its mistakes, they are likely to assume that the firm cares little about serving them well and does not deserve their loyalty. For example, the complexity of today’s airline operations, the emotional stressors in airline service for passengers and employees, and limited competition (four airlines control about 70% of the U.S. Customer service Operations management Branding Hospitality Travel Digital Article MORE
The other night I watched Raymond Reddington, fictional star of the TV series The Blacklist , pull off another impossible plotline without breaking a sweat, explaining calmly to one of his minions that the key to winning is to “value loyalty above all else.” I would contend that loyalty is linked with success in many people’s minds because the archetypal successful leader always demands utmost loyalty and in turn this demand is linked with a special competence. MORE
For every company wrestling with evolutions in its strategy, success depends as much on matching the operating model to those evolutions as it does on the soundness of the strategy itself. Whether a company has reinvented itself, sought growth through expansion, or turned to partnerships or M&A, gaps between what it says it does for customers and what it delivers are usually the result of an operating model that isn’t set up to deliver the strategy. MORE
”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty. If it’s all about the operations then you lose sight of the customer. Customers Customer service Operations management MORE
It’s still the prevalent way most companies operate. The term “drive performance” is popular in a bottom-line, transactional world made up of managers and executives who lead through their positional authority. Yet over the years I have learned that leadership culture has changed. MORE
I was struck not only by their disciplined approach but also by their freedom to discover, develop and design within broad operating parameters—conditions I did not typically associate with large, for-profit corporations. MORE
The root cause is twofold: a mismatch between organizations’ strategies and actual market demand, and a lack of operational discipline. MD Anderson Cancer Center lost $266 million on operations in FY 2016 and another $170 million in the first months of FY 2017. Prestigious Partners HealthCare in Boston lost $108 million on operations in FY 2016, its second operating loss in four years. Strategy Operations Healthcare Digital Article MORE
N2Growth Blog
NOVEMBER 15, 2010
One of the things I tend to value most is loyalty. In fact, there are few things I loathe more than gravy trainers, fare weather friends, gossips and others that display a lack of loyalty. In today’s post I’ll examine the value of loyalty as it relates to leadership.
N2Growth Blog
APRIL 25, 2010
If your organization confuses loyalty and tenure there is trouble on the horizon…If your business rates tenure higher than performance as a measure for employee evaluation, it is time for you to consider updating your talent management practices and procedures.
Lead Change Blog
AUGUST 24, 2016
It’s still the prevalent way most companies operate. The term “drive performance” is popular in a bottom-line, transactional world made up of managers and executives who lead through their positional authority. Yet over the years I have learned that leadership culture has changed.
LDRLB
FEBRUARY 16, 2016
Demoulas and how reciprocal loyalty made for a successful business and a revolutionary act of followership. How culture drives a successful operation. The power of reciprocal loyalty. Leadership Podcast burkus follower followership leadership Loyalty servant leadership trust
Chart Your Course
NOVEMBER 1, 2013
It’s no wonder, then, that employers are looking for ways to encourage loyalty and retain good employees. Loyalty Both Ways. Does the company deserve the loyalty of its employees?
N2Growth Blog
JANUARY 20, 2016
They may operate in the leadership capacity, however from the beginning they have dictated the culture and path of their workforce. If we look here, we have little idea about how the next generation of leaders will operate. After speaking with many boomers it’s my opinion that much of their loyalty was simply out of fear of change and instability. By Brody Clemmer. Chief Innovation Officer, N2Growth. Leadership is a hot topic today and will continue to be for a while.
Harvard Business Review
APRIL 30, 2013
Most people think standard operating procedures are a strait jacket that limits their flexibility. The Cleveland Clinic cleverly uses standards to deliver operational consistency, reliability, and low cost. Customers Health Operations
Harvard Business Review
OCTOBER 24, 2016
This reliance has evolved because despite the enormous volumes of capital they control, most of these giants are strictly “firewalled” and cannot use the capital to fund actual operations, even if doing so would generate higher expected investment returns or lower risk. Consequently, giant funds are often hamstrung by proportionally tiny operating budgets, which have historically forced them into the all-too-happy hands of intermediaries.
Strategy Driven
DECEMBER 2, 2016
The public is fickle and quick to jump on the newest flavor, without showing loyalty to the old ones, especially those who are truly original. Professionals who succeed the most are the products of mentoring. I heartily endorse that find a great mentor.
Harvard Business Review
JULY 17, 2012
In our experience, the key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. TD Bank is a loyalty leader among major retail banks in North America. Jim Bush, who leads American Express service operations globally, set up a similar system. Give them clear guidelines within which they can operate independently.
Harvard Business Review
DECEMBER 16, 2014
The other night I watched Raymond Reddington, fictional star of the TV series The Blacklist , pull off another impossible plotline without breaking a sweat, explaining calmly to one of his minions that the key to winning is to “value loyalty above all else.” I would contend that loyalty is linked with success in many people’s minds because the archetypal successful leader always demands utmost loyalty and in turn this demand is linked with a special competence.
Harvard Business Review
JULY 17, 2012
In our experience, the key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. TD Bank is a loyalty leader among major retail banks in North America. Jim Bush, who leads American Express service operations globally, set up a similar system. Give them clear guidelines within which they can operate independently.
Harvard Business Review
JUNE 12, 2012
My mother, a careful shopper, rarely misses a chance to use loyalty cards at her favorite establishments. Several years ago, as a checkout clerk was stamping her Subway Sub Card club (buy 8 six-inch subs, get the ninth one free), I asked her: "Does this loyalty club make you patronize Subway more often?" Consider a company with a 10% operating margin: A typical $100 sale transaction breaks down to $90 in costs and $10 in profit.
Eric Jacobson
FEBRUARY 4, 2015
Are you absolutely sure every employee in sales, production, operations, marketing, etc., Customer Loyalty Customer Retention Customer Satisfaction Customer Service Eric Jacobson on Leadership and Management Harvey Mackay
Harvard Business Review
NOVEMBER 22, 2017
For every company wrestling with evolutions in its strategy, success depends as much on matching the operating model to those evolutions as it does on the soundness of the strategy itself. Whether a company has reinvented itself, sought growth through expansion, or turned to partnerships or M&A, gaps between what it says it does for customers and what it delivers are usually the result of an operating model that isn’t set up to deliver the strategy.
Great Leadership By Dan
JUNE 16, 2016
Commitment is a foundational requirement for loyalty, and loyalty for trust. I learned that lesson as a new fighter pilot taking my first steps into one of the most unforgiving environments in the world – my first operational fighter squadron.
First Friday Book Synopsis
SEPTEMBER 23, 2011
Bob's blog entries and Lasting Value Loyalty Rules! Bain & Company's Loyalty Practice Bain & Company’s Customer Strategy and Marketing practice Fred Reichheld Harvard Business Review Harvard Business School How and why asking the “ultimate question” can create the ultimate competitive advantage Net Promoter®system of management Profits Rob Markey The Loyalty Effect: The Hidden Force Behind Growth The Ultimate Question 2.0:
The Idolbuster
AUGUST 15, 2012
In his book The Loyalty Effect, Frederick Reishheld explains the impact of company ownership on its culture. Buzz was operating at the intersection of his people-first value system and the company imperative to save money. <<Previous Next>> [i] They Loyalty Effect: the Hidden Force Behind Growth, Profits, and Lasting Value. Chapter 3: The Real American Idol part 10.
Strategy Driven
AUGUST 15, 2016
For example, you may believe that loyal employees create satisfied, loyal customers, but do you have data which demonstrates that your longest serving staff create the highest levels of customer loyalty? Is your strategy built on received wisdom or analysis of performance data?
Harvard Business Review
MAY 20, 2013
These two choices are mediated, he explains, by members'' loyalty to the institution. Loyalty makes people more likely to stay and work for change from inside. In return, it enjoys their fierce loyalty. Yahoo now seems to be trying to buy that loyalty.
Great Leadership By Dan
APRIL 28, 2016
The loyalty UPSers display towards one another, and the company brand, is legendary. Guest post by Ron Wallace: When you envision the best boss you ever worked for, what character trait comes to mind? Determination? Integrity? Maybe optimism? What about humility?
Harvard Business Review
JANUARY 28, 2015
”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty. If it’s all about the operations then you lose sight of the customer. Customers Customer service Operations management
Harvard Business Review
OCTOBER 5, 2017
The root cause is twofold: a mismatch between organizations’ strategies and actual market demand, and a lack of operational discipline. MD Anderson Cancer Center lost $266 million on operations in FY 2016 and another $170 million in the first months of FY 2017. Prestigious Partners HealthCare in Boston lost $108 million on operations in FY 2016, its second operating loss in four years. Strategy Operations Healthcare Digital Article
N2Growth Blog
MAY 3, 2017
Customer Loyalty: Is the firm preferred among its customers? Capacity to Meet Demands: How much growth can be sustained with state of current operations? Every company has a set of capabilities that, when properly leveraged, can serve to devastate the competition.
Harvard Business Review
APRIL 7, 2015
Having managed or worked with clinical leaders in care-delivery organizations, the pharmaceutical industry, and government, I have observed three skills that are critical to the success of doctors and nurses as they make the transition to management: Operations management and execution.
Strategy Driven
FEBRUARY 11, 2016
Operating with transparency used to be a luxury versus a necessity but, now, it’s quite mandatory. Loyalty. It used to be that only airlines had “loyalty” programs. to mom and pop corner coffee shops have some sort of loyalty program.
Strategy Driven
APRIL 5, 2017
After all, you are essentially putting the fate of your entire operation in their hands. All business operations will encounter low points. Conversely, positive experiences should bring long-term loyalty.
Strategy Driven
JULY 30, 2017
Whatever your business, whatever its size and whatever industry you operate in, you doubtless walk the same fine line as any other business, the line between maximising your profits and keeping your operational costs down to a minimum.
Managers are Heroes
APRIL 10, 2013
Employees just don’t have the loyalty that earlier generations had. The answer could uncover some basic flaw in the operation that might be hurting not just morale, but the bottom line. You know the old saying: Employees don’t quit companies - they leave bad bosses.
Harvard Business Review
APRIL 19, 2017
When customers see that a company won’t own up to its mistakes, they are likely to assume that the firm cares little about serving them well and does not deserve their loyalty. For example, the complexity of today’s airline operations, the emotional stressors in airline service for passengers and employees, and limited competition (four airlines control about 70% of the U.S. Customer service Operations management Branding Hospitality Travel Digital Article
Leading Blog
JUNE 11, 2012
Loyalty is disagreeing strongly, and loyalty is executing faithfully. We can learn to be aware when fear grips us, and can train to operate through and in spite of our fear. Colin Powell has written a valuable memoir. It Worked For Me: In Life and Leadership is a collection of lessons learned and anecdotes drawn from his life. The 44 stand-alone chapters are an easy read and the stories make good points. The theme of the book is that it is all about people and relationships.
Great Leadership By Dan
JUNE 4, 2015
The operative term here is “my motivation.” Certainly there has to be a team mentality, a loyalty to the company and to each other, but to be successful, companies should be full of free thinkers.
Leading Blog
FEBRUARY 19, 2014
I was struck not only by their disciplined approach but also by their freedom to discover, develop and design within broad operating parameters—conditions I did not typically associate with large, for-profit corporations.
Harvard Business Review
JUNE 7, 2016
Operations in a Connected World. By creating more awareness around your efforts to reduce waste, and by developing a culture of responsibility, repair, and reuse, you can build customer loyalty based on shared values and responsibilities. As consumers, we are very wasteful.
C-Level Strategies
SEPTEMBER 19, 2011
Can you describe how you applied that vision to drive customer loyalty? However, that mode of operation was never going to be able to generate the growth expected as we built a new state-of-the art facility.
Harvard Business Review
MAY 9, 2017
” The immediate result has been a world increasingly awash with platforms and, if you aren’t operating one, many will label you a strategy Luddite. That’s the end business case we put forward at Ocado, the world’s largest online-only grocery retailer, currently operating in the UK. The smarter alternative is to provide a shortcut to help existing grocery retailers move online fast instead, or grow their existing online operation efficiently.
Women on Business
MARCH 18, 2013
Without understanding CLV or analyzing the ROI of customer acquisition, you’re essentially operating in a marketing vacuum. Think about the fierce loyalty - and value - of an Apple, Patagonia, Amazon, Zappos or Dunkin Donuts customer.
C-Level Strategies
DECEMBER 12, 2011
Their vision looks beyond the operation of the business.
Harvard Business Review
APRIL 18, 2013
The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. They''re using tailored suggestions to drive customer loyalty. Leading marketers are looking to influence all their customer interactions by working closely with operations and their chief human resource officers on the company culture. Collaboration Marketing Operations
Great Leadership By Dan
MAY 7, 2013
The operations manager just let me know that I didn’t fully understand our compensation policy and we need to take it back, or it’s going to put us $2,000 over budget. That’s a small price to pay for that kind of loyalty and commitment. I’ll talk to the operations manager.”. While the operations manager wasn’t too happy initially, he got over when he saw the sales numbers at the end of the month.
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