Betting on customer loyalty

In this interview Gary Loveman shares the academic model he developed as a professor at Harvard Business School, which he then implemented at Harrah’s with extraordinary success. The model is based on anticipating customer needs and behaviors to delvier exactly what customers want, even if they haven’t articulated it, and presents examples. Loveman then talks about how he aligns an organization of 100,000 people to be empowered to use the model.

Interview Aired: 03/09/2008