Harvard Business Review

OCTOBER 10, 2017

In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points. We made a number of operational changes to the call center. Building Balanced Cultures.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MAY 17, 2011

Prahalad, put it there), the struggle to understand its role as a market and as a source of innovation continues. Yes, there are notable examples of BOP innovation from global corporations (such as the GE portable ECG machine ) and emerging market companies (such as the Chotukool refrigerator) that have broken through in global markets.

Prahalad 15

Prahalad Business Model Early Adopters Innovation 15

Harvard Business Review

AUGUST 15, 2017

To ensure a truly transformative culture change effort, the team outlined a new corporate-wide organizational strategy to sit alongside its other market-focused strategies: “Foster a culture of insight and innovation.” While the company also wants “evolutionary” (e.g.,

Insurance 11

Insurance Innovation Core Competence Disruptive Innovation 11

Harvard Business Review

MAY 2, 2012

Building communities for the purpose of marketing to them is a hot subject, but inherently dubious. The Lego example makes clear that if your company serves a rapidly-growing market with a large, heterogeneous customer base, it makes little sense to depend on a few internal product development specialists to understand such a market.

Company 15

Company Software Call Center Innovation 15

Harvard Business Review

JANUARY 27, 2017

Here’s an example from a set of studies conducted by Stanford marketing professor Szu-chi Huang and her colleagues. However, in situations where the change required is quite hard, or if a leader believes that the motivation levels in her team might be low, creating a rigid sequence and structure should be more effective.

Goal 8

Goal Loyalty Motivation Follow-up 8

Harvard Business Review

DECEMBER 25, 2013

He was suddenly responsible for many thousands of call-center employees. Even though American Express was well-known for its outstanding service, the company at the time regarded Bush’s organization purely as an expense, and it followed the conventional command-and-control model in its call centers.

Call Center 8

Call Center Attrition Cost Center Learning-by-Doing 8

Harvard Business Review

MARCH 25, 2015

Faced with such dramatic shifts in their market, many insurers have fallen into the classic trap of trying to figure out how to sell their existing products, rather than creating new sales engagement models that focus on customers’ real needs. Insurers should be trying a lot harder to discover what customers of today really want.

Insurance 8

Insurance Policies Productivity Products 8

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Think for a moment about people as tiny enterprises.

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Harvard Business Review

MARCH 23, 2012

How many organizations would rely mainly on intuition when taking a new product to market? Are employees fully engaged and motivated? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. How can we detect the need for change? Take Sprint.

Metrics 13

Metrics Parcell Call Center Productivity 13

Harvard Business Review

AUGUST 31, 2018

They were employed in midlevel to upper-midlevel management positions in strategy, finance, marketing, legal, operations, and technology functions. Yes, women as well as men must be intrinsically motivated to aspire to leadership roles and seize opportunities. I had a very diverse team with a very different and strong culture.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

JUNE 26, 2015

The first relates to IQ, curiosity, and decision-making styles; the second to motivation and ambition; the third to emotional intelligence and social skills. Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

MAY 8, 2017

In a study of S&P 500 and Global 500 firms, our team found that those leading the most successful transformations, creating new offerings and business models to push into new growth markets, share common characteristics and strategies. The same was true of Adobe’s Shantanu Narayen. The result was the Booking.com platform.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

DECEMBER 2, 2010

But for company's where the website is a straightforward marketing tool, it may be better to classify it in Messages, which we'll see below.) Are the touchpoints addressing customers' motivations, and answering their questions or allaying concerns? Click graphic for a larger version).

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

MAY 17, 2016

’” Distortion of motive: Young organizations have no place to hide and the founder knows everything. We have seen management teams benefit greatly from setting up ways for them to “drop in” on customer calls, or call-center service discussions. One senior manager told us: “You never miss it.

Execution 10

Execution Bureaucracy Self-aware CEO 10