Harvard Business Review On Increasing Customer Loyalty
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Harvard Business Review On Increasing Customer Loyalty
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Author : Harvard Business Review
language : en
Publisher: Harvard Business Press
Release Date : 2011
Harvard Business Review On Increasing Customer Loyalty written by Harvard Business Review and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Business & Economics categories.
How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.
Harvard Business Review On Increasing Customer Loyalty
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Author :
language : en
Publisher:
Release Date : 2011
Harvard Business Review On Increasing Customer Loyalty written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Customer loyalty categories.
Loyalty Rules
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Author : Frederick F. Reichheld
language : en
Publisher: Harvard Business Press
Release Date : 2001
Loyalty Rules written by Frederick F. Reichheld and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.
The Service Profit Chain
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Author : W. Earl Sasser
language : en
Publisher: Free Press
Release Date : 1997
The Service Profit Chain written by W. Earl Sasser and has been published by Free Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Hbr Guide To Dealing With Conflict Hbr Guide Series
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Author : Amy Gallo
language : en
Publisher: Harvard Business Review Press
Release Date : 2017-03-14
Hbr Guide To Dealing With Conflict Hbr Guide Series written by Amy Gallo and has been published by Harvard Business Review Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-14 with Business & Economics categories.
Learn to assess the situation, manage your emotions, and move on. While some of us enjoy a lively debate with colleagues and others prefer to suppress our feelings over disagreements, we all struggle with conflict at work. Every day we navigate an office full of competing interests, clashing personalities, limited time and resources, and fragile egos. Sure, we share the same overarching goals as our colleagues, but we don't always agree on how to achieve them. We work differently. We rub each other the wrong way. We jockey for position. How can you deal with conflict at work in a way that is both professional and productive--where it improves both your work and your relationships? You start by understanding whether you generally seek or avoid conflict, identifying the most frequent reasons for disagreement, and knowing what approaches work for what scenarios. Then, if you decide to address a particular conflict, you use that information to plan and conduct a productive conversation. The HBR Guide to Dealing with Conflict will give you the advice you need to: Understand the most common sources of conflict Explore your options for addressing a disagreement Recognize whether you--and your counterpart--typically seek or avoid conflict Prepare for and engage in a difficult conversation Manage your and your counterpart's emotions Develop a resolution together Know when to walk away Arm yourself with the advice you need to succeed on the job, with the most trusted brand in business. Packed with how-to essentials from leading experts, the HBR Guides provide smart answers to your most pressing work challenges.
Do You Want To Keep Your Customers Forever
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Author : B. Joseph Pine
language : en
Publisher: Harvard Business Press
Release Date : 2009
Do You Want To Keep Your Customers Forever written by B. Joseph Pine and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
"This classic article shows how to make mass customization and efficient and personal marketing work by putting companies and their consumers in a "learning relationship." Over time, this ongoing relationship allows your company to meet customers' changing needs, develop learning relationships with them, and retain their business forever."--Provided by publisher.
Customer Relationship Management
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Author : V. Kumar
language : en
Publisher: Springer
Release Date : 2018-05-15
Customer Relationship Management written by V. Kumar and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-15 with Business & Economics categories.
This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
Hbr S 10 Must Reads On Strategic Marketing With Featured Article Marketing Myopia By Theodore Levitt
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Author : Harvard Business Review
language : en
Publisher: Harvard Business Review Press
Release Date : 2013-04-02
Hbr S 10 Must Reads On Strategic Marketing With Featured Article Marketing Myopia By Theodore Levitt written by Harvard Business Review and has been published by Harvard Business Review Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-04-02 with Business & Economics categories.
NEW from the bestselling HBR’s 10 Must Reads series. Stop pushing products—and start cultivating relationships with the right customers. If you read nothing else on marketing that delivers competitive advantage, read these 10 articles. We’ve combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you reinvent your marketing by putting it—and your customers—at the center of your business. Leading experts such as Ted Levitt and Clayton Christensen provide the insights and advice you need to: • Figure out what business you’re really in • Create products that perform the jobs people need to get done • Get a bird’s-eye view of your brand’s strengths and weaknesses • Tap a market that’s larger than China and India combined • Deliver superior value to your B2B customers • End the war between sales and marketing Looking for more Must Read articles from Harvard Business Review? Check out these titles in the popular series: HBR’s 10 Must Reads: The Essentials HBR’s 10 Must Reads on Communication HBR’s 10 Must Reads on Collaboration HBR’s 10 Must Reads on Innovation HBR’s 10 Must Reads on Leadership HBR’s 10 Must Reads on Making Smart Decisions HBR’s 10 Must Reads on Managing Yourself HBR’s 10 Must Reads on Teams
The Ultimate Question 2 0 Revised And Expanded Edition
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Author : Fred Reichheld
language : en
Publisher: Harvard Business Review Press
Release Date : 2011-09-20
The Ultimate Question 2 0 Revised And Expanded Edition written by Fred Reichheld and has been published by Harvard Business Review Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-20 with Business & Economics categories.
In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.
The Experience Economy With A New Preface By The Authors
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Author : B. Joseph Pine II
language : en
Publisher: Harvard Business Press
Release Date : 2019-12-10
The Experience Economy With A New Preface By The Authors written by B. Joseph Pine II and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-12-10 with Business & Economics categories.
Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral? Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality. This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local. Now with a brand-new preface, Pine and Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy.