Mark Sanborn

FEBRUARY 11, 2022

A personal note: This post is a tribute to Kent Taylor, founder and CEO of Texas Roadhouse who tragically passed in March 2021. Kent Taylor, founder of Texas Roadhouse, not only openly admits that three of his first five restaurants failed, but he has a memento from each mounted behind his desk with a plaque detailing the money lost. .

Taylorism 70

Taylorism Taylor Real Estate Learning-by-Doing 70

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 Future of Operations. Not only can you tell that Customer A (who has a shopping app) went into a Lord & Taylor store to buy an expensive pair of shoes (which you could know with CRM). Insight Center.

CRM 8

CRM Management Taylorism Taylor 8

Harvard Business Review

JUNE 7, 2013

The digital marketer who effectively runs Qantas Airlines'' highly regarded — and very successful — loyalty program has an unusual iPad problem. I''ve personally and professionally experienced similar pathologies experiencing "customer support" from credit card companies, financial services firms, airlines and telecoms operators.

Marketing 8

Marketing Airlines Workshop Loyalty 8

CO2

JUNE 29, 2010

Although most people do not have the personal magnetism of an Oussama Bin-Laden or a Martin Luther King, there is a subset of people who can engender a strong sense of loyalty in others. Trust is a common factor in the cost-benefits analysis, compliance with authority, or loyalty to leaders hypotheses.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Harvard Business Review

JUNE 24, 2016

Berwick’s talk began by deftly comparing Frederick Winslow Taylor and W. Berwick’s talk spanned a pantheon of management thinkers to show the audience just how far we have come from Taylor to Deming in the 20th century. The contrast was driven home by a full-blown reenactment of Deming’s famous red bead experiment.

Deming 11

Deming Management Senge Taylorism 11