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Building Long-term Success - Coggle Diagram
Building Long-term Success
Political context
stakeholder analysis
power vs. interest
manage political context
strategic direction and scanning
building alignment and alliances
reading people and situations
interpersonal skills
personal skills
Operational risk and resilience
Identify the hazard
technology
customers
human capital
organisational
supply chain
consider the impact
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impact matrix
public relations
environmental
financial
safety
organisational objectives
estimate likelihood
manage the risk
recover
reduce likelihood
reduce impact
Relationship marketing
long-term relationships
retain custumers
maximise lifetime of the customer
customer value & satisfaction
commitment, trust, customer orientation and communication
loyalty ladder
client
supporter
advocate
purchaser
partner
prospect
not transactional
both parties acknowledge the relation ship
customer loyalty
repeated purchases
service dominant logic
exchange of activities
business-to-business relationship
norms
dependence
trust
commitment
Internal marketing
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brand identity
supports relationship building with customers
feedback
'moments of truth'
internal communication
staff empowerment
critical service interactions
memorable
unfair customers
types of employees
brand champions
brand agnostics
brand cynics
brand saboteurs
Crisis management
event with vastly negative impact
externally generated
scandals
spillover
Internally generated
employee and consumer brand sabotage
assess
acknoledge
formulate response
implement response
Quality management
looking for improvement
personal responsibility
cost of quality
appraisal cost
internal cost of defects
prevention cost
external cost of defects
quality assurance
customer criteria
whole organisation responsability
quality control
technical criteria
Leadership
Person
personality
qualities
result
effect
position
hierarchy
power
purpose
ethics
core
process
outcome
context
leader
followers