Leading Blog

DECEMBER 1, 2021

Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton.

Books 392

Books Leadership Uncertainty Customer Loyalty 392

LDRLB

MAY 23, 2012

Much to my surprise, I gleaned from the tone of their reply a very basic fact; this major bank is scared of its customers. In contrast, the most innovative leaders and companies continually engage customers to help them reinvent their offerings and their organizations. the fear of rejection). And they do so strategically.

Innovation 141

Innovation Kaplan Banking Incubator 141

N2Growth Blog

JANUARY 3, 2011

If change and innovation weren’t key contributors to sustainable success, and the enterprise could just run on auto-pilot, you could replace the CEO with a General Manager. That is the question that many a business is forced to ask at some point during their life cycle. The fact is that business is not a static endeavor. I Think Not.

Restructuring 305

Restructuring Blog CEO Brand 305

Lead from Within

FEBRUARY 15, 2024

In this blog post, we will explore the critical importance of fostering an environment that embraces AI, highlighting how it can drive innovation, efficiency, and sustainable growth. The Power of AI Innovation: As technology continues to advance, AI innovations are reshaping industries across the globe.

Organization 193

Organization Development Succession Customer Loyalty 193

Frank Sonnenberg Online

NOVEMBER 19, 2024

Branding emphasizes long-term customer loyalty by cultivating a distinctive identity, while sales prioritize short-term revenue generation and meeting immediate targets. R&D drives innovation, enabling companies to create new products, services, or processes that yield a competitive advantage in the marketplace.

Cost 104

Cost Short-term Long-term Morale 104

Rich Gee Group

DECEMBER 29, 2023

From reducing carbon footprints to ethical sourcing, integrating sustainable practices can enhance brand reputation, drive customer loyalty, and even open new markets. A happy and skilled workforce is more productive and innovative. Diversify & Innovate The only constant in business is change. article) 4. article) 5.

Strategy 195

Strategy Succession Agility Customer Loyalty 195

Jesse Lyn Stoner Blog

MAY 21, 2012

There is a direct relationship between clear values and success in terms of employee retention, customer loyalty, and long-term profitability. If your team is responsible for product development, innovation and creativity need to be core values. The values you choose need to support your team’s mission.

Customer Loyalty 226

Customer Loyalty Long-term Chemicals Bottom-up 226

N2Growth Blog

APRIL 30, 2024

It calls for courageous leadership from a board willing to innovate, collaborate, and inspire others to follow. Companies can enhance financial performance, investor interest, and customer loyalty by implementing sustainable practices that demonstrate a concern for the planet and future generations.

Ethics 221

Ethics Long-term Short-term Reputation 221

Women on Business

DECEMBER 8, 2010

As for your brand, how are your customers feeling about your brand now that your prospective customers have some knowledge about you from steps one and two? If they are feeling your brand understands them and their needs, is innovative, is a good value, and cares about them, they are now ready to jump in and interact with you.

Brand 237

Brand Press Release Discount Loyalty 237

Lead Change Blog

DECEMBER 20, 2018

Developing talent is also recognized as one of the most significant drivers of employee engagement, which in turn is the key to the business outcomes you seek: revenue, profitability, innovation, productivity, customer loyalty, quality, cycle time reduction, and more—everything organizations need to survive and thrive.

Customer Loyalty 241

Customer Loyalty Human Capital Career Webinar 241

Innovation Excellence

MAY 23, 2024

GUEST POST from Shep Hyken What is a loyalty program? It’s a program designed to get customers to come back. That’s different than true customer loyalty, but it’s a pretty darn good start.

Loyalty 124

Loyalty Customer Loyalty How To Marketing 124

Leading Blog

JULY 25, 2016

the customer always come first? Putting employees first may be the best way to serve the needs of the customer. Profits are driven by customer loyalty, customer loyalty is driven by employee satisfaction, and employee satisfaction is driven by putting employees first.”

Management 150

Management Customer Loyalty Loyalty Policies 150

Strategy Driven

JULY 22, 2024

In today’s ultra-competitive business landscape, promotional products are experiencing a renaissance, emerging as valuable tools in fostering customer loyalty, improving brand recognition, and augmenting overall business performance. Unique and imaginative items capture attention and leave a lasting impression.

Products 95

Products Productivity Strategy Innovation 95

N2Growth Blog

MAY 3, 2017

Customer Loyalty: Is the firm preferred among its customers? How easy is it for a customer to shift to another provider? Product Strength: Where does the firm’s product set sit within the industry? What segment of the market do they serve? Are new entrants threatening the firm’s current position?

Strategy 265

Strategy Company Strategic Planning Market Segmentation 265

LDRLB

MAY 23, 2012

“We can’t talk to our customers”, my bank clients replied, “their relationships are way too important to us.” Much to my surprise, I gleaned from the tone of their reply a very basic fact; this major bank is scared of its customers. Innovation innovation kaplan Leadership' the fear of rejection).

Innovation 88

Innovation Kaplan Banking Incubator 88

N2Growth Blog

JULY 12, 2024

As the executive in charge of client and customer relationships, the CCO ensures that all customer-facing operations consider the customer perspective. With their leadership, an organization can develop strategies to enhance the customer experience and cultivate long-term customer loyalty.

Customer Loyalty 195

Customer Loyalty Competitive Advantage Efficiency Quality 195

Kevin Eikenberry

MARCH 15, 2018

She is the author of several books, including her latest, The Regenerative Business, which shifts our way of working so that we see innovation, financial gain, and customer loyalty while building human capacity. Carol Sanford challenges they way we think about leadership and best practices. She tasks leaders […].

Customer Loyalty 101

Customer Loyalty Loyalty Innovation Books 101

Lead Change Blog

APRIL 1, 2016

This month we are featuring Leading Voice Chip Bell , author, renowned keynote speaker on innovative customer service, and consultant/speaker to such organizations as Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton, Caterpillar, Verizon, USAA, Harley-Davidson, and Victoria’s Secret.

Levitt 150

Levitt Godin Customer Loyalty Consultative 150

Strategy Driven

APRIL 22, 2024

Enhancing the customer experience is becoming increasingly vital for businesses to pursue sustained growth and customer loyalty. A critical metric, the Customer Effort Score (CES), is at the heart of this optimization. The principle is simple: make it easy, and they will return.

Loyalty 106

Loyalty Customer Loyalty Metrics Brand 106

Michael Lee Stallard

NOVEMBER 9, 2010

Many customers can sense this. When relationships with customers are not established or nurtured, such as in my wife’s case, an opportunity to develop customer loyalty is missed. This applies to those we work alongside, our suppliers, and our customers. This article appeared in In Design magazine.

Customer Loyalty 239

Customer Loyalty McCarthy Godin Self-aware 239

First Friday Book Synopsis

AUGUST 28, 2014

Martins Press Talk Like TED: The 9 Public-Speaking Secrets of the World''s Top Minds The Apple Experience: Secrets to Building Insanely Great Customer Loyalty The Innovation Secrets of Steve Jobs: Insanely Different Principles for Breakthrough Success The Power of foursquare: 7 Innovative Ways to Get Your Customers to Check In Wherever They Are The (..)

Customer Loyalty 80

Customer Loyalty Loyalty Audience Innovation 80

Innovation Excellence

OCTOBER 17, 2021

Excavating Sources of Next Generation Loyalty Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The reality is that very few customers are loyal and much of what we speak of as customer … Continue reading →

Loyalty 75

Loyalty Customer Loyalty Marketing Hotels 75

First Friday Book Synopsis

MARCH 25, 2012

of Edatanetworks, a developer of customer loyalty software. He suggests selling innovation in an organization [.]. Adam Bryant conducts interviews of senior-level executives that appear in his “Corner Office” column each week in the SundayBusiness section of The New York Times.

Customer Loyalty 75

Customer Loyalty Loyalty Software Innovation 75

Skip Prichard

AUGUST 16, 2021

Legacy companies, we hear, are all doomed to fail unless they double down on the latest digital innovations, and disruptors are ordained to take over the world. Digital innovation is the answer to everything. And, yet, great customer service keeps customers coming back. and it’s never the only answer.

Strategy 143

Strategy Venture Capitalist Company Innovation 143

Strategy Driven

FEBRUARY 29, 2024

Builds Customer Loyalty Giving away branded merchandise creates a sense of goodwill and appreciation among your customers, fostering loyalty to your brand. Customers who receive a free branded item through a purchase incentive or at a promotional event feel valued and are more likely to continue supporting your business.

Merchandising 87

Merchandising Brand Customer Loyalty Marketing Mix 87

Strategy Driven

FEBRUARY 22, 2023

Here are some strategies for business owners looking to leverage technology to create connections with customers. Customer Service Solutions Technology can help streamline customer service processes and create a more efficient experience for customers.

Technology 104

Technology Entrepreneur Customer Loyalty Audience 104

The Horizons Tracker

JUNE 4, 2024

Despite the widespread use of self-checkouts, there’s been limited formal research into how they impact customers’ overall shopping experience. Customer service matters Through five studies, the researchers found that customers are more inclined to remain loyal to a grocery store when using regular checkout services.

Loyalty 70

Loyalty Customer Loyalty Retail System 70

Strategy Driven

JULY 22, 2024

Innovation The world of custom packaging is constantly evolving with new trends and technologies emerging to meet the demands of modern consumers. It’s a shame to miss the benefits these innovations bring. This adds a personal touch that can enhance customer loyalty and satisfaction.

Niche Marketing 97

Niche Marketing Marketing Brand Trends 97

HR Digest

NOVEMBER 8, 2022

Employees who are happy at work are also more creative and innovative. Better Customer Service Ratings:- When employees are happy at work, they’re more likely to deliver great customer service, which means high ratings from clients and customers alike.

Customer Loyalty 115

Customer Loyalty Loyalty Long-term Creativity 115

Strategy Driven

JUNE 18, 2024

High-quality data is indispensable for informed decision-making, operational efficiency, customer satisfaction, regulatory compliance, and innovation. For instance, a financial institution using incorrect customer data might offer irrelevant products, frustrating customers and damaging the company’s reputation.

Quality 91

Quality Supply Chain Compliance Strategic Planning 91

Chart Your Course

AUGUST 14, 2012

The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” Happiness has created unparalleled customer loyalty to the extent 80% of their customers return to purchase again. The amazing thing is there are lots of innovative employees who have great ideas, but most of them go untapped.

Newsletter 165

Newsletter Insurance Class Motivation 165

Skip Prichard

JANUARY 14, 2020

For example, an employee who spends her early career in the straitlaced but excellent Member Support environment of USAA in San Antonio and then moves to Vegas to join the wild-and-woolly world of the Customer Loyalty Team at Zappos is definitely going to need an adjustment period before she feels at home. A common language.

Airlines 117

Airlines Mission Statement Customer Loyalty Mayo 117

Strategy Driven

JANUARY 5, 2024

Case Example: Personalized Marketing Imagine a customer who regularly orders vegan dishes. This level of personalization not only increases sales but also builds customer loyalty. This can lead to improved service, a better user experience, and stronger customer loyalty.

System 90

System Customer Loyalty Loyalty Efficiency 90

The Horizons Tracker

AUGUST 26, 2019

The researchers examine four key performance indicators to assess the impact of wellbeing investment: customer loyalty, employee productivity, profitability, and employee turnover. Staff were also found to be significantly more productive, with all of this resulting in higher profitability levels.

ROI 86

ROI Customer Loyalty Loyalty Maturity 86

Coaching Tip

FEBRUARY 23, 2012

Mozilla, for example, seeks to deepen its connections to customers, who have an open invitation to shape the company’s Internet browser and other product offerings, by publishing its financial results (something it does not need to do as a private company), opening its business meetings to the public and posting its strategic plans online.

How To 110

How To Airlines Media Innovation 110

Strategy Driven

MAY 22, 2024

Strategic planners must be well-versed in IT knowledge, project management, and innovation. By leveraging digital tools and platforms, companies can streamline operations, improve customer experiences, and drive growth. The country offers a highly educated workforce with strong technical skills and a culture of innovation.

Strategic Planning 79

Strategic Planning Planning Trends Customer Loyalty 79

Strategy Driven

AUGUST 29, 2024

To illustrate, technology development and innovation are enhanced by those who develop and manufacture electric vehicles and related components. Researching and developing new sustainable fuel sources are part of innovation as investments in the development of advanced public transportation systems.

Transportation 73

Transportation Strategy Compliance Customer Loyalty 73