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The Loyalty Economy
Markey, Rob; McCarthy, Daniel M.; Fader, Peter S.; Brennan, Jack; Harvard Business ReviewArticle HBS-R2001B-EStrategyLeaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressure results in cost-cutting measures that hurt customers. The lead feature, "Are You Undervaluing Your Customers?" explains that loyalty-leading companies operate differently. They create systems for measuring customer value and invest in the necessary enabling technology; they use design thinking methods to build cu...Starting at €8.20
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Closing the Customer Feedback Loop
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArticle HBS-R0912C-EService and Operations ManagementRealizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that challenge, say three Bain & Company consultants, by creating feedback loops that start at the front line. They forgo elaborate, centralized feedback mechanisms in favor of quickly pollin...Starting at €8.20