Harvard Business Review

FEBRUARY 3, 2015

We were supposed to be coming up with ideas for improving the company’s customer experiences, but the head of operations could not think of a single new customer service idea to explore. They were happy to maintain the age-old silo between marketing and operations. I was stunned. If such confusion can exist at a high-growth, $2.5

Brand 8

Brand Reis Objective Merchandising 8

Harvard Business Review

DECEMBER 6, 2017

They shared five key insights for employers looking to improve retention and engagement, including how to improve manager training, diversity and inclusion, and scheduling. Train frontline managers to support people and process. How can companies help their managers become more effective?

Survey 8

Survey Retail How To Reis 8

Harvard Business Review

NOVEMBER 3, 2015

All of these require year-round dedication to management and marketing, rather than once-a-year sales gimmicks. Outdoor retailer REI does this well across their channels including email, mobile, website, stores, in-store kiosks, and print. For instance, one of the most popular gifts last year was a gift card from Starbucks.

Retail 8

Retail Reis Price Discount 8

Harvard Business Review

FEBRUARY 13, 2015

It’s time to end the fear of customers’ public feedback and to start managing relationships with abusive customers in a disciplined way. Your employees may be operating under the “the customer is king” cliché, and may be trying endlessly to please every whim. Review and assess criteria regularly.

Reis 8

Reis Airlines Morale Hotels 8

Thin Difference

APRIL 11, 2019

Holacracy is a way of structuring and running organizations that replaces the conventional management hierarchy. Instead of operating top-down, power is distributed throughout the organization, giving individuals and teams more freedom to self-manage, while staying aligned to the organization’s purpose.

Organization 62

Organization ESOP Cooper Reis 62