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Putting the Service-Profit Chain to Work: What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...; Tags: Thomas O. Jones, Human Resources, Payroll Solutions, Marketing, Workforce Management, Recruitment & Selection, Product Marketing, Customer Loyalty, Reichheld, Service Quality, Employee Satisfaction, Customer, James L. Heskett, Jr., Gary W. Loveman, In Brief, Leonard A. Schlesinger, W. Earl Sasser, Harvard Business Review; Articles 2008-07-18
Travel Tips from a Million-Mile Flier: Let's just cut to the chase, shall we? Business travel sucks. It's always been difficult. Today it's horrendous. In the next few years it could be unbearable as airlines consolidate routes and pile on fees. So veteran business traveler Marshall Goldsmith checks in to Harvard Business with...; Tags: Enterprise Software, Personal Technology, Marketing, Consumer Electronics, Cellular Phones, Customer Relationship Management (CRM), Tail End, Product Marketing, Airport, Cell Phone, Phone, Customer Service, Sean Silverthorne, Software; Blog posts 2008-07-10
Are You Spending Your Time the Right Way? | HBR IdeaCast: Managers who manage their time well not only get more accomplished, but they also set the tone for employees to be more proactive about their own schedules. Melissa Raffoni, author of the Harvard Business Review article "Are You Spending Your Time the Right Way?", shares techniques that will help you...; Tags: It Operations, Business Operations, Outsourcing & Subcontracting, Management, BNET Staff, Online Communications, Marketing, E-mail, Outsourcing, Team Management, Product Marketing, Internet, Productivity, Podcasts; Blog posts 2008-07-09
A Case of Extraordinary Customer Service: This is a little weekend item about Maui Jim, the sunglass maker. I've had Maui Jims for several years now, but I continue to be blown away by their commitment to customer service and how it makes me feel about their brand. They're not cheap (mine cost about $200 and...; Tags: Jon Greer, Software, Enterprise Software, Marketing, Branding, Customer Relationship Management (CRM), Product Marketing, Frame, Brand, Customer Service, Glass; Blog posts 2008-06-28
A Corporate Headquarters That Undoes Dilbert: Do you work in a building designed to keep you energized, more productive, and that tells your company mission to all staff and visitors within a few steps of entering? I suspect most of us work in Dilbert's Cubicle World. So it's intriguing to see the HQ...; Tags: Marketing, Human Resources, Performance Management, Product Marketing, Construction, Mission, Sean Silverthorne, Workforce Management; Blog posts 2008-06-18

New Customer Satisfaction Index Hints at Better Times Ahead: After a year of disappointing scores, the annual American Customer Satisfaction Index put together by the University of Michigan saw a modest 0.4 percent jump on the index's 100 point scale to 75.2. WINNERS. Scoring well were hotels such as Marriott, Hyatt and Hilton with scores of...; Tags: University Of Michigan, Southwest Airlines Co., Customer Satisfaction, Telephony, Telecom & Utilities, Product Marketing, Telecommunications, Network Technology, Networking, Marketing, Peter Galuszka; Blog posts 2008-05-20
Use "Prediction Markets" and Tap Internal Expertise: Ever realize just how much savvy information is available in your organization? Ever wonder just how far you could take your company as CEO if you could only tap it? The latest McKinsey Quarterly requires subscription has a useful primer and group discussion on a practice known...; Tags: Business Operations, Research & Development, Sales, Strategy, Product Marketing, E-mail, Sales Force Management, Product Development, Sales Strategy, McKinsey & Co., Marketing, Online Communications, Peter Galuszka, Management; Blog posts 2008-05-02
Be a Better Leader, Have a Richer Life | HBR IdeaCast: When it comes to work life, Stewart Friedman says, "Balance is the wrong metaphor because it implies trade-offs." To bring more passion to their work, managers need to integrate work, home, community, and self. Friedman discusses how to truly integrate those elements through introspection, discussion, and experimentation. ...; Tags: Software, BNET staff, Enterprise Software, Marketing, Management, Internet, Product Marketing, Customer Relationship Management (CRM), Construction, Team Management, Friedman, Podcasts, Leadership, Life, Leader, Work; Blog posts 2008-04-17
The Natural Way to Better Ideas: National Geographic has a good, ultimately hard-headed look at biomimetics -- using nature as a model for product design. Velcro would be the best example (it was invented in 1948 by copying cockleburrs). The article, Design by Nature, starts out breathy, looking at some of the...; Tags: Massachusetts Institute Of Technology, National Geographic, Institute, Nanotechnology, Food & Beverage, Semiconductors, Productivity, Product Marketing, Emerging Technologies, Manufacturing, Hardware, Marketing, Michael Fitzgerald; Blog posts 2008-03-19
Zack Schuler: Rewarding Good Service: Zack Schuler is the CEO and founder of CalNet Technologies, an IT solutions firm that services small and medium-sized businesses. Schuler discusses his company's unique cultural emphasis on responsiveness and customer service, which has been achieved in large part as a result of his innovative employee award programs.; Tags: CalNet Technologies, Zack Schuler, Customer Relationship Management (CRM), employee incentive, Product Marketing, technology, bonuses, Enterprise Software, Smb/Sme, IT solutions; Videos 2008-03-08
Paul Metzger: Inventing Targeted Products: Inventor Paul Metzger is co-founder of Maker Enterprises, a product development think tank responsible for creating innovative new retail items. Metzger describes his business model which encompasses every step of product development from concept to marketing.; Tags: Business Operations, Inventor Paul Metzger, Product Development, Product Marketing, Strategy, Research & Development, the handler, marketing, manufacturing, inventions, Maker Technologies, Paul Metzger, Management; Videos 2008-03-08
Hillary Mendelsohn: Promoting Responsible Businesses: Hillary Mendelsohn the founder of thepurplebook, an essential resource for online shoppers. She is a leading Internet consumer watchdog, recommending businesses that offer superior product quality and customer satisfaction. Mendelsohn talks about the importance of being an informed consumer and discusses her company's role in making online businesses more accountable.; Tags: shopping guide, consumer protection, online shopping, thepurplebook, Hillary Mendelsohn, Business, Internet, Product Marketing; Videos 2008-03-08
Dan Sheehan: Inspired by Trends: Winplus is a global company that produces innovative auto lifestyle products. Dan Sheehan, the company's CEO, cites various sources of inspiration- from tracking trends in the auto marketplace to sampling products during his travels overseas. Sheehan discusses his unique approach to product development and provides perspective on the after-market...; Tags: after-market auto accessories, auto, automobile trends, Business Operations, Costco Wholesale Corp., Dan Sheehan, Management, Product Development, Product Marketing, Research & Development, Strategy, Winplus; Videos 2008-03-08
HBR IdeaCast: Don't Bother with the Green Consumer: Companies that try to go both green and mainstream could be setting themselves up for failure. Green consumers want to solve the planet's needs before their own, but mainstream consumers care more about their personal needs. Steve Bishop explains how consumer behavior actually has a bigger impact than product design,...; Tags: Product Marketing, Consumer, Product Design, Marketing, BNET staff; Blog posts 2008-02-11
Would Anyone Tell a Friend?: Shop.org's Strategy & Information Forum is going on this week in Orlando. The theme this year: Web 2.0 and itâ€™s implications for retailing. Neil Clemmons from the Experience Matters blog is attending and picked up a simple but powerful insight from keynote speaker, Andy Sernovitz, one of the founders of...; Tags: Marketing, Jessica Stillman, Software, Office Suites, Microsoft Word, Blogging, Web 2.0, Friend, Shop.org, Microsoft Office, Internet, Product Marketing; Blog posts 2008-01-25
Restaurateur Lonnie Moore: Luring Celebrity Clientele: Ever wanted to bootstrap a business? In just a few short years, Lonnie Moore and partner Mike Malin have taken The Dolce Group from one small club in Hollywood to dozens of restaurants in nearly as many cities, including Atlanta, D.C., Dallas and Reno. Here, Moore talks about finding investment,...; Tags: Ashton Kutcher, The Dolce Group, replicating success, Reataurants, Software, Enterprise Software, Investment, Customer Relationship Management (CRM), Product Marketing, Business Structures, Marketing, Finance, Lonnie Moore; Videos 2007-11-05
Product Marketing = Lost Sales.: Product Marketing = Lost Sales.Great seriesGeoffrey,Your recent posts on the myth of "solutions" and the fact that companies want a "sales rep" to manage a business function for them not sell them a product are right on target. I am a veteran of twenty years of selling hardware, software, and...; Tags: LOST SALES, product marketing; Discussion threads 2007-11-05
Product Marketing = Lost Sales.: Over the last two weeks, I've been talking about Manager-to-Manager (M2M) sales in B2B environments, and how real decision-makers want you to be responsible for results and consequently have no interest in products, even if repackaged as "solutions." If I'm right about that -- and the research...; Tags: Product, Customer, B2B, B2B Product Marketing, Sales Strategy, Product Marketing, Marketing Research, Sales Force Management, Sales, Marketing, Geoffrey James; Blog posts 2007-11-02
Collaborating for Improved Product Development: More and more companies are collaborating on product development programs. The objective is to reduce production costs, make better use of skilled, specialist resources, and speed up the time to market. Tools like videoconferencing and the use of secure extranets have simplified collaboration. What You Need to KnowWhy is...; Tags: Product marketing, Strategy, Business structures, Groupware, BNET Editorial, product development, product life cycle, collaboration, team, partnership, collaboration tool, globalization, Extranet, competitive advantage, marketing, project management, benefit, outsource, su; Articles 2007-10-31
When Bad Customer Service Leads the Elderly to Violence: Mona Shaw, a 75-year old woman fromÂ Manassas Virginia, received a three-month suspended sentence, was fined $345, and wasÂ issued a year-long restraining order for going at her local ComcastÂ payment centerÂ with a hammer. In August, she and her husband waited all day for a Comcast technician to come to their home and...; Tags: Customer Relationship Management (CRM), Product Marketing, Comcast Corp., Violence, Customer Service, Marketing, Enterprise Software, Software, Lori Deschene; Blog posts 2007-10-19