Leading Blog

DECEMBER 5, 2012

In other words, I think leadership is the first step toward owning and operating a successful business. Without effective leadership, there is just chaos because there is little team work, little consistency, little employee pride, and little customer loyalty. It's the foundation on which the rest of the business disciplines rely.

Automotive 285

Automotive Customer Loyalty Open-book Definition 285

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? So if your business is built on the assumption that employee loyalty is necessary to create loyal customers, collect loyalty data.

Customer Loyalty 50

Customer Loyalty Supply Chain Loyalty Analysis 50

The Horizons Tracker

OCTOBER 13, 2020

Already we’ve seen retail demand falling to unprecedented levels, with reduced mobility also causing demand for oil to plummet. They then attempted to control for various factors that might influence workplace performance, such as the region the firm was based in, the size of the workforce, and the industry the company operated in.

Short-term 112

Short-term Long-term Survey Leadership Styles 112

In the CEO Afterlife

MARCH 19, 2012

At this point I will gaze into my crystal ball and prophesize the environments in which 21 st century CEOs will operate, a decade from now. Dinosaur companies the likes of Campbell’s Soup who have been plagued by stagnation will have to break their paradigm with daring forward integration initiatives such as retail soup kitchens.

CEO 204

CEO Competitive Advantage Teamwork Marketing 204

Strategy Driven

SEPTEMBER 30, 2020

The company culture is evident in many aspects of the business operations, including the office arrangements, the hiring decisions and the staff perks. Remote options : Working from home has become the norm lately and many businesses are making changes to operate fully remotely.

Company 123

Company Discount Diversity Software 123

Strategy Driven

JULY 8, 2019

To maintain customer loyalty and stand out from the crowd, most e-commerce companies are continually trying to offer cheaper and faster shipping or easier returns. The fulfillment process is well-trodden territory for brick-and-mortar retailers: packages come directly to the stores at predictable intervals.

Transportation 51

Transportation Parcell Supply Chain Management 51

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. TD Bank is a loyalty leader among major retail banks in North America. Take TD Bank, for example.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

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. To answer that question, one first needs to understand what makes online grocery delivery so different from other forms of online retail.

Retail 8

Retail Supply Chain Content Chief Technology Officer 8

Harvard Business Review

SEPTEMBER 18, 2012

Increasingly, the largest retailers in markets across the country are employing sophisticated personalized marketing and thereby becoming the primary shopping destination for a growing number of consumers. Retail has entered the era of Big Data. The biggest retailers are investing accordingly.

Retail 15

Retail Brand Marketing Industry 15

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. TD Bank is a loyalty leader among major retail banks in North America. Take TD Bank, for example.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

JULY 21, 2017

To embrace this market shift, retailers will need to experiment with a range of technologies and strategies across marketing, supply chain, and merchandising. In categories like furniture and beauty, retailers are experimenting with other ways to offer sensory experiences. Shopping virtually with augmented reality.

Retail 8

Retail Supply Chain Merchandising Brand 8

Harvard Business Review

OCTOBER 28, 2014

Regardless, Tesco’s collective failures feel operational, organizational and cultural. More than any other retailer of scale, Tesco had committed to customer research, analytics, and loyalty as its marketing and operational edge. This isn’t simply bad luck. Tesco was digital before digital was cool.

Retail 8

Retail Loyalty Supply Chain Discount 8

Harvard Business Review

MARCH 27, 2013

Penney in November 2011 with a mandate to turn the ailing retailer around, all eyes were on him. He had an amazing legacy: Senior VP of Retail Operations at Apple pioneering the concept of the Apple Retail stores and the Genius Bar. When Ron Johnson took over the helm at J.

Retail 9

Retail Price Merchandising CFO 9

Harvard Business Review

AUGUST 28, 2012

That age-old question resonates with the specialists who provide retailers with customer intelligence. For example, Tesco uses vast data sets culled from decades of customers' Clubcard use to make pricing decisions, influence shoppers to buy specific items, and build loyalty. And why didn't she become a paying customer?

Retail 12

Retail Wireless Loyalty Chemicals 12

Harvard Business Review

AUGUST 23, 2016

These increases will seriously affect low-wage employers such as retailers and restaurants, which means investors should be asking some tough questions to see which low-wage employers in their portfolios will benefit from the wage hikes and which will lose: How are you increasing your labor productivity? There are three possible approaches.

Retail 8

Retail Cost Price Process 8

Marshall Goldsmith

NOVEMBER 4, 2013

As security has diminished, so has blind loyalty. Many leaders will be operating more like the managing director of a consulting firm. Future leaders will work with their managers in a team approach that combines the leader’s knowledge of unit operations with the manager’s understanding of larger needs.

Short-term 107

Short-term Long-term Trends Telecommunications 107

Harvard Business Review

MARCH 29, 2013

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.

Customer Intimacy 8

Customer Intimacy Operations Supply Chain Transportation 8

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.

Operations 8

Operations Intangible Assets Venture Capitalist Hedge 8

Strategy Driven

NOVEMBER 15, 2019

While scaling your business can be challenging, there are plenty of ways to improve business operations, increase sales, and boost profits within your company. However, multichannel retail and distribution can lead to several difficulties such as wasted stock, overselling, and customer complaints. Create a customer loyalty program.

Strategy 10

Strategy Customer Loyalty Loyalty Advertising 10

Harvard Business Review

OCTOBER 21, 2015

Walmart recently lost $20 billion in market cap in one day, in part because its leadership admitted it needs to invest more into its e-commerce operations. Walmart isn’t the only retailer struggling with selling on the web — most brick and mortar stores are, too. They were popularized by American Airlines in 1982).

Airlines 8

Airlines Retail Loyalty Price 8

Harvard Business Review

JULY 25, 2017

And as e-commerce outfits increasingly follow Amazon’s lead in adopting a purely data-driven model to provide greater value in the face of squeezed margins, retailers and service providers that don’t embrace technology will be at a major disadvantage. Bringing Your Operations Online. Consider integration, too.

Loyalty 8

Loyalty Retail Real Estate Discount 8

Harvard Business Review

AUGUST 21, 2014

When I argue that e-commerce isn’t likely to destroy innovative omnichannel retailers , I typically receive passionate responses. Am I really suggesting that the growth of e-commerce will slow before it annihilates most physical retailing? In general, however, e-commerce operations aren’t as cheap to run as most people think.

Retail 8

Retail Price Forrester Merchandising 8

Harvard Business Review

FEBRUARY 17, 2012

She also receives a goodwill discount voucher of 10% as part of the store's customer loyalty initiative. retailers an estimated $16 billion a year. It is a significant part of the broader problem of retail crime which threatens the profitability and competitiveness of stores, products and retail businesses worldwide.

Retail 13

Retail Mass Marketing Customer Loyalty Discount 13

Harvard Business Review

OCTOBER 26, 2012

Welcome to problem #1 for retailers: The company knows that a potential customer has interacted with it across a lot of touch points but it has no idea that all these interactions are with Jane. Retailers are desperate to unlock this intelligence so they can make more personalized offers. Data you can request from customers.

Retail 11

Retail Loyalty Customer Loyalty ROI 11

Harvard Business Review

MARCH 4, 2011

For retailers, the future of shopping is here and many are scrambling just to keep up. Some retailers are responding with clever innovations. And we've all seen Apple apply IT to out-retail pretty much everyone else. But many retailers seem a bit overwhelmed. That is a battle most retailers will lose.

Retail 15

Retail Attrition CIO CFO 15

Harvard Business Review

SEPTEMBER 12, 2017

Now Amazon can supplement that knowledge with direct, proprietary insights about the offline retail world. What Amazon will now study in the brick-and-mortar world – and more importantly, what it learns and how it applies the insights – can transform consumer retail in the United States. Changing price perception.

Price 8

Price Retail Competitive Advantage Long-term 8

Harvard Business Review

DECEMBER 9, 2011

This post is part of the HBR Forum, The Future of Retail. We're still operating with our primitive brain and, ultimately, we're primed to guard against starvation. Evermore sophisticated checkout systems allowed retailers to tally each purchase, maintain stock control, and see what was being purchased when.

Retail 15

Retail Wireless Advertising Price 15

Harvard Business Review

JULY 13, 2015

However, operating income was $178 million (thus, a measly 0.2% operating margin) which resulted in a $241 million net loss. Prime is the lynchpin of Amazon’s plan to rub out brick and mortar retailers. Amazon emerged a clear victor in that virtual retail grab. One click assures home delivery in two days or less.

Retail 8

Retail Price Forrester Discount 8

Harvard Business Review

SEPTEMBER 13, 2017

For slaughterhouses and retailers (Brazilian operations), we also projected positive benefits: $20 million to $120 million (0.01% to 0.1% We set about investigating the financial costs and benefits of the uptake of sustainable and deforestation-free beef by ranchers, slaughterhouses, and retailers in Brazil. of revenues).

Supply Chain 8

Supply Chain Net Present Value Retail Cost of Capital 8

Harvard Business Review

JULY 27, 2011

As a result, I'd patronize retailers that offer cash discounts over those with higher "same cash or credit" prices. So why aren't all retailers providing cash price options? In addition, the cost of encouraging cash payments may be low in a smaller operation if the owner (or one trusted employee) is in charge of handling cash.

Price 11

Price Discount Cost-Benefit Analysis Retail 11

Harvard Business Review

FEBRUARY 8, 2012

History makes a compelling case that serving customers with integrity — delivering steadfast, predictable service quality — can translate into outsized loyalty and market share when the economy commits to a comeback. Walmart's lighting is unforgiving, but you won't find a better bang for your retail buck.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

DECEMBER 6, 2011

It seems clear that the leadership of Bank of America, desperate to extract greater profits from its nationwide retail presence, made a bloodless economic bet. Two bright lights of Big Business were shining a spotlight on the dark side of how so many businesses operate. He calls it the "Spandex Rule" of branding.

Banking 16

Banking Brand Retail Loyalty 16

Harvard Business Review

JUNE 7, 2016

Operations in a Connected World. Some retailers and manufacturers—in the apparel, footwear, and electronics industries—have launched programs to make their customers interested in preserving their products and preventing things that still have value from going to the landfill. Insight Center. Sponsored by Accenture.

Company 8

Company Apparel Incentives Retail 8

Harvard Business Review

OCTOBER 9, 2012

I'll illustrate the process in a simplified way using a fictional retail bank based on an analysis of 115 banks by Venky Nagar of the University of Michigan and Madhav Rajan of Stanford. Creating economic value is a logical governing objective for a company that operates in a free market system.

Banking 15

Banking Metrics Objective Retail 15

Harvard Business Review

MAY 30, 2014

And the essence of Walt Disney’s original strategy remains intact today: to construct a range of businesses — from animated film to fun parks, TV, retail, cruise ships, and more — around a group of engaging, family-friendly characters. Or consider U.S. Or consider U.S.

Company 8

Company Supply Chain Airlines Health Care 8

Harvard Business Review

DECEMBER 2, 2010

Frei, who wrote about Progressive in this HBR article , and revealed the insights about the dual benefits of its operational choices.). An interesting contrast is online shoe retailer Zappos, which wants customers to call, as the company sees that as a loyalty-builder for the brand, even if it's relatively expensive.

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

JUNE 14, 2017

And yet front-line employees are still often left operating with data that’s “too little, too late.” For example, I was recently shopping at a major mattress retailer that was acquired by a bigger company. Data is not always shared efficiently. I had previously bought a mattress from them a year before.

CRM 9

CRM Banking Learning-by-Doing Wilde 9