Women on Business

DECEMBER 7, 2010

Happy clients that go wild about you because of the surprising way you serve their needs. Delighting customers doesn’t build loyalty. How about, “YES, I can do some hard work for you even though it would be easier for me to just say no.” The result? Related posts: Are Your Client Delight Efforts Misplaced? Reducing the work a customer.

Press Release 170

Press Release Discount PR Compliance 170

Strategy Driven

APRIL 9, 2012

Social media, business social media, is running wild – with or without you. HERE’S WHAT THEY SHOULD MEASURE: LRI otherwise known as Lost Revenue (and goodwill and customer loyalty) of Idiots. I got an (unsolicited) email offering a webinar to teach me about how to measure, and the importance of measuring, the ROI of social media.

ROI 66

ROI Media Customer Loyalty Webinar 66

Strategy Driven

FEBRUARY 7, 2011

…And the Clients Went Wild! : And the Clients Went Wild! Perfect your marketing mix and win with …And the Clients Went Wild! I teach my clients how to connect with their customers in order to win business and build loyalty. Do what works! Not necessarily.

Wilde 50

Wilde Newsletter Marketing Motivation 50

Strategy Driven

DECEMBER 6, 2010

…And the Clients Went Wild! : And the Clients Went Wild! Perfect your marketing mix and win with …And the Clients Went Wild! Despite the down economy, Toy House has seen a steady increase in both loyalty and sales ever since! Do what works! The result?

Wilde 50

Wilde Real Estate Discount Advertising 50

Joseph Lalonde

FEBRUARY 11, 2019

A Reel Leadership Article. Liam Neeson returns to the big screen as Nels Coxman in the movie Cold Pursuit. Cold Pursuit is based on the Norwegian film In Order Of Disappearance. In Cold Pursuit, Neeson’s Nels Coxman pursues the men he believes played a part in the death of his son, Kyle Coxman (Micheál Richardson).

Film 195

Film Leadership Article Audience 195

Harvard Business Review

JUNE 16, 2014

Bain research shows a direct relationship between employee advocacy and customer advocacy, so there is likely to be a payoff in customer loyalty as well. He involved employees in changing the culture (a group of 800 representatives chose the new name.) Executives often think of engagement as “soft,” but it’s both measurable and powerful.

Customer Loyalty 13

Customer Loyalty Human Capital Wilde Health Care 13

Harvard Business Review

AUGUST 14, 2012

First, as analytics guru Tom Davenport notes (his is the first in this month-long series of expert-written posts), there is the wild proliferation of customer intelligence technologies — and the challenge of choosing the ones that will pay off best for a given business. CEOs Need Hard Data on Customer Loyalty.

Stephenson 10

Stephenson Customer Loyalty Wilde Loyalty 10

Harvard Business Review

JUNE 14, 2017

Just like in any relationship, a business can earn trust and loyalty by being a good listener and being there for the customer at a point of need. More often than not, employees in one department don’t even know the employees in other departments, let alone use data that spans the organization. Insight Center. Putting Data to Work.

CRM 10

CRM Banking Learning-by-Doing Wilde 10

Harvard Business Review

DECEMBER 4, 2015

We also examine self-reported behaviors in six categories: level of effort, personal development, company loyalty, recreation, relationships, and temperament. (We Academics, consultants, and leaders have been grappling with that question for decades.

Attrition 8

Attrition Survey Wilde Metrics 8

Harvard Business Review

SEPTEMBER 8, 2011

From executives all the way down to customer-facing employees, that can help keep everyone focused on how to earn the loyalty of customers. An incentive compensation plan that places high value on earning customer loyalty also sends a great message to the organization about what the company values.

Incentives 14

Incentives Metrics Sample Survey 14

Harvard Business Review

JUNE 5, 2015

And then you can view that data by shoppers’ age, gender, average spend, brand loyalty, and so on. If she buys a lot at the store, maybe she wants some form of recognition for her loyalty (whether it’s points or just a “welcome back”).

CRM 8

CRM Management Taylorism Taylor 8

Harvard Business Review

AUGUST 16, 2017

Both companies were led by visionaries, both offer high-end versions of commodity products, and both enjoy fierce loyalty from customers. After reporting earnings earlier this month, its stock jumped, rocketing the 14-year-old startup’s valuation to over $53 billion , ahead of every other U.S.

Supply Chain 11

Supply Chain Automotive Disruptive Innovation Transportation 11

Women on Business

JANUARY 24, 2011

Media momentum is much like a wild fire—the power of one well-placed match can ignite dramatic pyrotechnics! Loyalty is paid for one way or another. Such involvement can lead to greater visibility. Start small and build up. Make a few great connections and develop those rather than chase a multitude of lukewarm responses.

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

SEPTEMBER 22, 2011

TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. On the macro level, you can estimate the value of achieving customer loyalty leadership in terms of market share gains or revenue growth. More and more companies are tying incentive pay to customer metrics.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

JULY 7, 2011

When an office bully starts running wild, there are often two employees to blame. Pleasers are hard-working, inspire loyalty, and tend to listen thoughtfully to their clients and colleagues. They fantasize that the troublemaker will be removed, put on probation, or at least given a firm reprimand. What's the holdup?

Rogers 14

Rogers Morale Long-term Pharmaceuticals 14

Harvard Business Review

MARCH 18, 2013

In terms of sales volume, product line diversity, operating system flexibility, R&D spending, and even customer loyalty , Samsung has emerged as a fierce competitor that has bested former industry champions like Nokia and Apple. Samsung is now the undisputed leading vendor of mobile handsets and smartphones.

Brand 8

Brand Customer Loyalty Hedge Wilde 8

Harvard Business Review

MARCH 15, 2013

Still, the role of the agency remains fairly simplistic (in philosophical terms): help a brand increase their sales and loyalty. Noting more. Nothing less. And that has not changed since agencies were first invented. So, now what? Most have had limited success. Going forward, this will have to change.

Marketing 9

Marketing Brand Advertorial Advertising 9

Harvard Business Review

MAY 13, 2014

Walgreens, for instance, knows that its customers are motivated by discounts (which is why it has its Balance Rewards program, which trades discounts for loyalty). The best way to find those unmet jobs is to spend time observing current habits of consumers. Meanwhile, the Walgreens Steps program has been wildly successful, with 1.3

Discount 11

Discount Energy Motivation Wilde 11

Lead from Within

MARCH 17, 2015

Take for instance the great northern geese, shrewd and wild birds with a lot to teach us. When you have a leadership that is based on unity, interdependence, encouragement, loyalty and rejuvenation, you have leadership that is not only meaningful but matters. We need to make sure we are honking words of encouragement to each other.

Loyalty 60

Loyalty Wilde Travel Follow-up 60

Harvard Business Review

JANUARY 15, 2015

How do you build a digital strategy that rockets past loyalty through the horizon of marketing as we know it and into the wild blue yonder of trust, respect, and maybe even love? Don’t just carrot-and-stick them into “loyalty.” See the difference? One is about volume. The other about values. And creating value.

Strategy 8

Strategy Porter Marketing Fashion 8

Harvard Business Review

JUNE 13, 2014

One of his big takeaways is that it created a transparent process and built loyalty because most reservation strategies "are predicated on two people lying to each other" about available tables (you know you''ve been upsold drinks in the bar).

Crisis 8

Crisis Health Care Software Uncertainty 8

Harvard Business Review

JANUARY 26, 2015

If you have “legacy assignments” that no longer appeal or that don’t make strategic sense for your business, you’re better off referring them to someone else who’s eager for the work instead of doing a half-hearted job out of a misguided sense of loyalty or because you want the money.

Cialdini 8

Cialdini Consultative Marketing Strategy Media 8

Harvard Business Review

OCTOBER 24, 2018

Trust, authenticity, and loyalty are essential to good management. The ability to translate domain knowledge about how pods of dolphin behave in the wild can be surprisingly useful when modeling a fleet of robots.). Build trust and be candid.

Team 8

Team Management Diversity Long-term 8

Harvard Business Review

DECEMBER 17, 2014

To assess such risks to your business, consider the following six questions: Is customer loyalty decreasing? To do that requires a careful scan of the classic early-warning signs of disruptive change that may herald tougher times ahead. Are venture capitalists making significant and lasting investments in your industry?

Innovation 9

Innovation Company Venture Capitalist Business Model 9

Harvard Business Review

NOVEMBER 3, 2014

Now that 20 th -century-style employer loyalty and benefits are a thing of the past, employees return the disfavor, churning through organizations at a rapid clip. If a typical new hire is only going to stay at a company for two to four years, why sweat the decision so much? Use the tool to your advantage.

Management 8

Management Proposal CEO Human Resources 8

Eric Jacobson

AUGUST 22, 2010

Ask for wild ideas. Hold at least a few brainstorming sessions each year, as well. And, when you are brainstorming with your employees, try these five tips: Encourage ALL ideas. Dont evaluate or criticize ideas when they are first suggested. Often, the craziest ideas end up being the most useful.

Tips 62

Tips Brainstorming Mentor Mission Statement 62

Harvard Business Review

MARCH 22, 2012

It's based on the concept, introduced in HBR some two decades ago, that "service recovery" — a company's ability to respond quickly, decisively, and effectively to a service problem of its own making — is a powerful way to increase loyalty among existing customers. Here's how it works. In theory, Frank deserved to miss his flight.

Strategy 18

Strategy Airlines Hotels Heskett 18

Joseph Lalonde

MARCH 14, 2018

A healthy dose of nature helps me maintain a healthy perspective and keep day-to-day challenges from running wild. Bell, Customer Loyalty Consultant and author at [link]. Watch the sunrise and sunset. Look at the stars at night. Watch the seasons change. Physical/spiritual : Spend time with friends and family. Don’t leave it to chance.

Succession 316

Succession Self-aware Learning-by-Doing Follow-up 316

Harvard Business Review

APRIL 16, 2015

Taco Bell got it right with the launch of the Cool Ranch Doritos Locos Taco, sending customers on a wild goose chase to get the news about this new product. Use social media to host contests that foster loyalty and reward brand advocates. Use social media as a supporting character, not the star performer.

Media 8

Media Tactics Productivity Products 8