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Where is customer care in 2024?
Eric Buesing, Maximilian Haug, Paul Hurst, Vivian Lai, Subhrajyoti Mukhopadhyay, and Julian Raabe, McKinsey & CompanyGen Z consumers are picking up the phone, boomers are using digital chat, and AI technologies are reshaping the contact centre. For customer care leaders, 2024 could be a transformative year.
community relations
stakeholder
How your company’s social purpose can also drive profit
Thomas W. Malnight and Ivy BucheIs it possible to implement corporate purpose in a way that achieves multi-stakeholder impact and high financial growth? To answer this question, 12 companies employing various industry-specific strategies were studied.
advocacy
stakeholder
The value of corporate purpose
Witold J. Henisz, Harvard Business ReviewCompeting in today’s global digital economy requires increasingly complex contributions: Employees need to be motivated to go above and beyond; customers need to be inspired, and their feedback needs to be incorporated; and the demands, opinions, and goals of civil society and government are also critical.
stakeholder
Companies need to prove they can be trusted with technology
Daniel Dobrygowski, Harvard Business ReviewTrust in technology — and the companies that use it — has taken a hit over the past few years. Transgressions against individuals’ privacy, calcification of corporate or individual biases into life-altering algorithms, constant threats that new tech erodes their ability to make a living, and beta testing unsecured...
socio political environment
stakeholder
Research: The ESG issues that matter most to people
Daniel J. Benjamin, Ori Heffetz, and Michael M. Weinstein, Harvard Business ReviewResearch conducted by nonprofit organisation JUST Capital highlights the importance of public opinion in determining corporate behaviors. The study reveals that when evaluating American firms, the public places a significant emphasis on the treatment of workers. This priority remains consistent across demographic...
socio political environment
stakeholder
Three steps for creating and implementing a stakeholder strategy
Darrell Rigby, Zach First, and François Faelli, Harvard Business ReviewThree years after the Business Roundtable urged companies to abandon a singular focus on maximizing shareholder value and, instead, strive to generate value for all stakeholders, many corporate leaders are still reluctant to do so.
stakeholder
How to create a stakeholder strategy
Darrell Rigby, Zach First, and Dunigan O’Keeffe, Harvard Business ReviewMost people will readily agree that the first responsibility of business leaders is to grow the long-term value of their companies. But that’s where the agreement ends and the debate begins:
stakeholder
Mastering stakeholder engagement to drive business success
Dr. Gleb Tsipursky, ForbesStakeholder engagement is one of the more critical aspects of leadership. Stakeholders can be anyone from your frontline employees to suppliers to business partners, and your organisation’s relationship with them is dynamic and can change over time. There are many advantages to identifying and getting to know...
stakeholder
Building stakeholder trust in measures of sustainable performance
Matthew Falconer and Cécile Saint-Martin, Strategy+BusinessInvestors say they value a company’s data on sustainability almost as much as they value its financial data. They need to be able to trust it as much, too.
adaptive leadership
socio political environment
stakeholder
Why stakeholder capitalism has taken the spotlight
Lizzie O’Leary, Strategy+Business, 08 November 2022If you think the CEO agenda is jam-packed now, consider this: Richard Oldfield, PwC’s global markets leader, says that in a world in which trust is lacking, particularly in government, “employees are expecting business leaders to actually fill that trust gap, and they expect them to stand up for the ethical and...
stakeholder
socio political environment