Harvard Business Review

DECEMBER 24, 2013

For example, at Caesars Entertainment — an early and continuing user of analytics in its business — the initial focus was on analytics for customer loyalty and service. CEO Gary Loveman noted that he knew that Caesars (then Harrah’s) had low levels of customer loyalty across its nationwide network of casinos.

Customer Loyalty 13

Customer Loyalty Loyalty Early Adopters Information Technology 13

Harvard Business Review

SEPTEMBER 11, 2013

Despite the popularity of apps, however, most mobile ad dollars go to search, which is better at targeting users and tracking ROI. Without any way to credit mobile''s influence on purchases, it''s impossible to determine the ROI on mobile ads. Advertising Technology' Why the discrepancy? Ineffective ad formats.

Advertising 8

Advertising Loyalty ROI Brand 8

Harvard Business Review

SEPTEMBER 11, 2013

Despite the popularity of apps, however, most mobile ad dollars go to search, which is better at targeting users and tracking ROI. Without any way to credit mobile’s influence on purchases, it’s impossible to determine the ROI on mobile ads. Advertising Technology' Why the discrepancy? Ineffective ad formats.

Advertising 8

Advertising Loyalty ROI Brand 8

Harvard Business Review

OCTOBER 1, 2018

Blockchain technology is not well understood and subject to a lot of hype. However, there are many reasons to invest the time now to understand the technology and begin exploring specific marketing applications for your industry. Blockchain technology allows for near-zero transaction costs—even on microtransactions.

Marketing 11

Marketing Advertising Technology Content 11

Harvard Business Review

DECEMBER 14, 2011

Among the top performers on the 2011 World's Best Multinational Companies list are culturally-strong technology companies such as Microsoft, NetApp, SAS, and Google. Competitiveness, customer loyalty, innovation, and productivity — while critical to daily operations — trailed behind with each under 20 percent.

Company 17

Company Heskett Ryan Audience 17

Harvard Business Review

DECEMBER 4, 2017

And that’s not just social media accounts; it’s bank accounts, retailer gift card accounts with cash and credit cards attached, airline loyalty accounts with years of accumulated frequent flyer points, and other accounts with real value. Instead, practical security is about tradeoffs and ROI. Certainly not.

ROI 9

ROI Long-term Banking System 9

Harvard Business Review

JANUARY 16, 2013

It has the potential to, as no technology before, bridge the gap between virtual and real. Consumers could either tap with an NFC-enabled device or snap a QR code — up to now the main technology for linking mobile devices to physical displays. In other uses, Activision has utilized NFC technology in its Skylanders video game.

Download 8

Download Loyalty Objective Brand 8

Harvard Business Review

OCTOBER 8, 2018

With all the recent advances in technology, there is no doubt the health care industry as a whole gets an “A” in science. The tradeoff, however, is that we’ve become so focused on using the technology (as this HBR article points out) that we spend far less time listening to individual human stories. Insight Center.

Health Care 8

Health Care Metrics Technology System 8

Harvard Business Review

OCTOBER 26, 2012

Research shows that personalization can deliver five to eight times the ROI on marketing spend and lift sales 10% or more. For example, if you need to build customer loyalty, concentrate on gathering data from post-purchase touch points like customer service logs or responses to up- or cross-sell emails. Be systematic.

Retail 11

Retail Loyalty Customer Loyalty ROI 11

Harvard Business Review

JULY 12, 2011

While the economic environment is forcing marketing decision makers to focus more on ROI , digital platforms from social media to mobile are enabling more personalized and trackable marketing communications. The emphasis here is on identifying what the brand is and stands for, and what the marketer ultimately wants it to mean to the consumer.

Brand 12

Brand Retail Loyalty Marketing 12

Harvard Business Review

NOVEMBER 9, 2015

While a strong customer experience has been shown to produce significant results —more customers, more sales, and more loyalty—many companies still struggle to identify the plan of action that will best achieve them. Immediate frustration aside, over time these inconsistencies erode loyalty. Visual consistency also matters.

CRM 8

CRM Loyalty Software Brand 8

Strategy Driven

NOVEMBER 8, 2010

This book will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services. Social media and community collaboration bring many benefits, including brand-building, customer loyalty and retention, cost reductions, improved productivity, and revenue growth.

Media 50

Media Follow-up Software Newsletter 50

Harvard Business Review

DECEMBER 23, 2013

In our experience, marketing can increase marketing ROI (MROI) by 15 – 20 percent. typically are short-term calls to action and contribute little to building the brand and consumer loyalty. Information & technology Marketing' That kind of value can turn plenty of heads in the C-suite.

Marketing 11

Marketing NPV Short-term Net Present Value 11

Harvard Business Review

OCTOBER 3, 2018

The firm had outdated segmentation frameworks and loyalty programs, weak customer contact management, and suboptimized client identity management, so she championed and launched a customer relationship management initiative to revamp them. She also began paying more attention to projects that would drive future growth.

CFO 8

CFO CEO Agility Marketing 8

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

MARCH 22, 2017

Each outbound communication is measured individually for immediate ROI. The changes happening in consumer behavior, technology, and media are redefining the nature of creativity in marketing. These members are 2.6 times more likely to stay with Kaiser Permanente two years later.

Creativity 14

Creativity Marketing Agility Budgeting 14

Harvard Business Review

SEPTEMBER 27, 2011

Your CHRO thinks of email as modern technology. Do you know the ROI you receive from investing in salaries, bonuses, or development? Yes, the CHRO may have had to implement strong actions at times to ensure the survival of the business, but these should be balanced with actions that build loyalty and engagement.

Metrics 14

Metrics Human Resources Attrition CEO 14

Harvard Business Review

JANUARY 28, 2015

Coordinating the infrastructure, technology, and messaging in a way that appears seamless and fluid to the customer is, to be blunt, a logistical nightmare. ”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty.

COO 8

COO Planning Metrics Call Center 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

MAY 7, 2018

And the technology now exists for marketers to test with high confidence when to communicate and in what order — and to do so in near real time. How exactly are they doing that, and thereby realizing further gains in ROI? Timing comes into play through signals, sequence and speed. For example, leaders in North America are 1.6

Marketing 8

Marketing Content Brand Advertising 8

Harvard Business Review

FEBRUARY 19, 2016

In short, these two studies suggest that effective digital recognition programs can help scale organic praise, have a high ROI, and lead to significantly higher levels of employee performance and engagement, as well as increased customer loyalty, as measured by net promoter scores. How technology is changing the way we work.

ROI 8

ROI Customer Loyalty Loyalty Short-term 8

Harvard Business Review

JUNE 13, 2018

No one likes to feel as if they’re being watched, yet with technology continuing to mature, we have found ourselves entrenched in a marketing machine that has become far too intimate for anyone’s liking. That said, there is always a downside. This seemingly limitless digital economy has brought with it feelings of overexposure.

Marketing 10

Marketing Brand Storytelling ROI 10

Harvard Business Review

MARCH 18, 2016

The digital marketplace has created a business imperative that every company be — in some way — a technology company. Marketing executives are being tasked with leveraging technology to improve customer experience, drive client growth, and meet loyalty goals. Align your vision.

Marketing 8

Marketing Enterprise Architecture Technology Project 8