This is the second in a series of posts reporting on the hot button issues discussed at the 2008 Entertainment Supply Chain Academy Conference. See the first post here. Since 2004, when the Czech Republic, Poland, and Hungary became members of the European Union, these countries have seen the emergence of an ever-growing middle class. … Continued
This is the first in a series of posts reporting on the hot button issues discussed at the 2008 Entertainment Supply Chain Academy Conference. Over 140 executives of the European and U.S. entertainment industries assembled in Prague, Czech Republic, in early October to address “The Future of Packaged Media in the Emerging Digital World.” Leaders … Continued
L-R: Douglass Gore, Director of Public Relations, Danielle L. Scott, Associate Editor, GBR (me) Our first time exhibiting was an overwhelming success! We learned so much about our readers and authors at the at the AACSB Faculty Conference on Learning and Research and hopefully brought a new audience into the fold. Congratulations also go out … Continued
This is the third of a series of four blogs devoted to the topic of customer retention. Read Part 1 and Part 2. Every customer that you keep represents at least three that you don’t have to attract. Numerous research studies indicate that the cost of acquiring a new customer usually runs from two to … Continued
This is the second of a series of four blogs devoted to the topic of customer retention. To read Part 1, click here. Employees get excited when management demonstrates a serious commitment to listening to customers and staff’s suggestions for serving them. Building customer loyalty is everyone’s responsibility and everyone’s input is critical. Sharing information … Continued
This is the first of a four-piece series devoted to the topic of customer retention. Here, I will talk about retention, what it is, and why it drives successful business operations. The three subsequent blogs will present a conceptual framework for issues, rationale, cost models, and examples for use in developing and maintaining a loyal … Continued
Nancy Dodd, MPW, MFA, is editor of the Graziadio Business Report and an adjunct professor of screenwriting. Customer service has been on my mind lately, or I should say a lack thereof. Business executives budget fortunes to figure out how to attract customers while the customers they lose out the front door go unnoticed. It … Continued
Managers are critical resources for national and global economic and social prosperity. They play a significant role in setting direction, executing strategies, and creating success. Their styles, along with their other competencies, impact the productivity and well-being of their employees, peers, superiors, and consequently firms. Our observations lead us to categorize four … Continued
This is a guest post by Charles D. Kerns, PhD, Associate Professor of Applied Behavioral Science If an organization does not perform and sustain performance it will decline over time and perhaps die. To sustain performance, a sufficient level of happiness needs to be introduced to an organization. Performance and happiness partner to help assure … Continued
This is the last of a series of four blogs devoted to the topic of customer retention. Read Part 1, Part 2 and Part 3. The key to competing for retention is to quantify and understand the connections between loyalty and profits. How to use measurements as tools to ensure integrity, accountability and decision-making relative … Continued