DescriptionThese articles from Harvard Business Review address the issue of customer loyalty. Attracting a new customer costs far more than retaining an existing one. So how do you know your customer is loyal? The 3 articles in this collection address the difference between a satisfied customer and a loyal customer, how to learn from a customer who has defected to a competitor, and how to recover from a service problem - turning an angry, dissatisfied customer back into happy, loyal one. These articles originally appeared in print in Harvard Business Review and are now available in audio format exclusively through Audible.
DescriptionManagement practices that work well in one phase may bring on a crisis in another. Professor Larry E. Greiner's article originally appeared in the July-August 1972 issue of Harvard Business Review . This version, offered in audio form exclusively through Audible, was modified and reprinted in the May-June 1998 edition. It includes new commentary by Greiner called "Revolution is Still Inevitable."…
DescriptionThis article from Harvard Business Review explains how the language of leadership is misunderstood, underutilized, and more essential than ever. The author provides 4 essential strategies to use, as well as 4 tactics to avoid. This article, which originally appeared in the May-June 1998 Harvard Business Review, is offered in audio form exclusively through Audible.
DescriptionTo succeed, companies must consider their "core competencies, " this article from Harvard Business Review states. Authors C.K. Prahalad of the University of Michigan and Gary Hamel of the London Business School explain that if a corporation starts by building competencies in various areas, its core products emerge from these competencies, thereby making it much more flexible in readjusting its focus to respond to the changing market. They explain how to build these competencies and to develop strategy with the competencies at its base. This article originally appeared in print in the May-June 1990 Harvard Business Review and is now available in audio format exclusively through Audible.
DescriptionManagers are bombarded with advice about pay. Unfortunately, much of that advice is wrong, according to Stanford Business School Professor Jeffrey Pfeffer. The author describes what he calls "The Six Dangerous Myths About Compensation, " and provides some advice and reality. This article, which originally appeared in the May-June 1998 Harvard Business Review, is offered in audio form exclusively through Audible.
