Terry Starbucker

JULY 5, 2015

Was this just another of my crazy ideas that would make people shake their heads and question my methods and motives? We came up with a cover letter to go with the shirt, personally signed by me, and then, at our weekly management conference calls, I started to hand them out. queried Allan, one of my managers who ran our call center.

Leadership 150

Leadership Letter Conference Definition 150

Harvard Business Review

OCTOBER 10, 2017

In Precision’s case, good tactical performance required developing rules, checklists, and standard operating procedures and then following them closely. A great salesperson will operate much more efficiently with a defined process for reaching out to prospects. We made a number of operational changes to the call center.

Organization 13

Organization Tactics Call Center Metrics 13

Harvard Business Review

MAY 3, 2018

There was no need to make a telephone call to a distant operator; all the farmer needed to do was log in and order. Farmers, alone for hours on end in the fields driving their tractors, looked forward to calling the operator to place their orders. Strava engineered social motivation for athletes.

Simon 8

Simon Call Center Motivation Metrics 8

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 11

P&L Banking Marketing Call Center 11

Harvard Business Review

MAY 2, 2012

This new view and way of operating actually helps companies come closer to achieving the ideal of giving customers what they want, when, where and how they want it. Building communities for the purpose of marketing to them is a hot subject, but inherently dubious. What Doesn't Motivate Creativity Can Kill It.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

DECEMBER 25, 2013

Bush took over American Express’s far-flung service operations in 2005. He was suddenly responsible for many thousands of call-center employees. Leaders kept a tight rein on costs, with goals for reducing average call time, improving customer satisfaction levels, and driving more service volume to the Web.

Call Center 9

Call Center Attrition Learning-by-Doing Cost Center 9

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. These situations involved complex assignments focusing on strategy, product development, business operations, and financial management. The Organization’s Role.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13